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QUESTIONNAIRE

Respected Sir/ Madam, I, Akshat Akhavi, student of IV Semester MBA, R.V. Institute of Management, Bangalore have undertaken a Project work titled A STUDY ON CUSTOMER SATISFACTION TOWARDS
TOYOTA MOTORS WITH SPECIAL REFERENCE TO TOYOTA ETIOS AND LIVA IN BANGALORE,

as a part of my academic requirement. Hence I request you to co-operate and

furnish information. It is assured that the information collected will be kept confidential.

Personal Details:

Name: .

Age:

a) < 20 Years d) 31 to 40 Years

b) 21 to 30 Years f) > 40 Years

Gender: a) Male

b) Female

1.

Which form of car do you prefer? a) Sedan b) Hatchback

2.

What level of importance did you attach to the following attributes while buying a car?

Attributes

Most Important

Important

Neutral

least Important

Very least Important

a) Comfortness b) Price c) Power d) Fuel consumption

e) Safety f) Resale Value

3. a)

At present which Toyota car do you own? Etios b) Liva

4. a)

Did you search information for buying the car? Yes b) No

5. a)

Did you compare with other car brands that you were aware of? Yes b) No

6. a)

From how many Years you are using your existing car? Less than 1 year

b) 2 years

c)

More than 2 years

7. a) c)

How did you come to know about the existing car? Company Personal Media b) Friends d) Self

8. a) c) e)

What influenced you to buy your existing car? Necessity Status Advertisements b) Family d) Friends

8.

Rank the following features of your car which influenced you to buy that particular car? a) Price

b) Mileage

c) Design & Technology

d) Brand e) Resale value

f) Comfort

g) Utility

9. Rate level of your satisfaction on following interior attributes of your car? Attributes Adjustable steering column Air conditioner Boot Space Electric power steering Headroom Legroom Multi functional Highly Satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly Dissatisfied

steering wheel Audio System Pillow type rear Headrest

10. Rate level of your satisfaction on following Exterior and safety attributes of your car?

Attributes Power adjustable exterior rear view mirrors Day night rear view mirrors Brake assist Anti theft alarm Folding rear seats Anti lock braking system Driver Airbags Passenger Airbags Traction control Child safety locks

Highly Satisfied

Satisfied

Neither satisfied nor dissatisfied

Dissatisfied

Highly Dissatisfied

11.How much you will rate the level of satisfaction for the mileage given by your car? a)Very Good b) Good c) Neither good nor poor d) Poor e) Very poor

11. How will you rate the boot space provided in your car?

a) Very Good

b) Good

c) Neither good nor poor

d) Poor

e) Very poor

13.How will you rate the frequency of maintenance service and repair needs of your vehicle? a) Very frequent b). Frequent c) Neither frequent nor infrequent d). Infrequent e) Very infrequent

14. Rate level of your satisfaction on following attributes of your car? Attributes Highly Satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly Dissatisfied

Mileage Comfortness Speed Reliability Maintenance & services