Appendix

APPENDIX

A STUDY ON CUSTOMER SATISFACTION AND THE IMPACT OF

TELEVISION ADVERTISEMENT WITH SPECIAL REFERENCE
TO COIMBATORE CITY

1. Name :

2. Gender : a) Male

b) Female

3. Age : a) Below 20 years

b) 20 yrs – 35 yrs

c) 20 yrs – 35 yrs

4. Marital status : a) married

b) Unmarried

5. Education : a) Up to school level

b) Undergraduate

c) Postgraduate

d) Others – please specify

6. Occupation : a) Agriculture

b) Government employee

c) Private sector employee

d) Businessman

7. Annual Income : a) Below Rs. 30000

b) Rs.30001 – Rs.60000

c) Rs. 60001 – Rs. 90000

d) Rs. 90001 –Rs.120000

e) Rs.120001 and above

8. Type of Family : a) Nuclear

b) Joint

9. Number of Members : a) Two

b) Three

c) Four

d) Five

e) Six and above

10. Which one of the following Electrical / Electronic communication media is available
at home?

a) Television

b) Ratio

c) News paper and magazine

d) Internet

e) None

11. Which one of the following media do you like most?

a) Television

b) Ratio

c) News paper and magazine

d) Internet

12. Rank the television programs that you watch most frequently

S.No Programs Rank

1 News
2 Movies and songs
3 Sports
4 Serial programs
5 Agricultural programs
6 Advertisements
7 Other programs
13. How many TV channels do you switch over to everyday to watch your favourite
programme?

a) Two

b) Four

c) Six

d) Eight

e) Ten and above

14. Among the following channels which one do you mostly frequently watch on TV?

a) Entertainment channels

b) Music channel

c) Movie channels

d) Sports channels

e) Children channels

f) Others - Specify

15. How many hours do you spend on watching TV every day?

a) Less than one hour

b) One – Two hours

c) Two – four hours

d) More than four hours

16. How many TV advertisements can you remember that you watch in a day?

a) Two advertisements

b) Four advertisements

c) Six advertisements

d) More than Ten advertisements.

17. State the reasons for watching TV advertisements with intense interest.

S.No Programs Rank

1 Feature of the product

2 Brand name of the product

3 Cost of the product

4 Place of availability of product

5 Seller of the product

6 Other reasons – Please specify

18. How frequently does your favourite advertisement appear on the television?

a) Two times a day

b) Four times a day

c) More than four times a day

19. Express your reaction, when advertisements are aired in the middle of the program
you are watching.

a) Feel irritate

b) Ignore them

c) Shift to other channels

d) Feel too loose the continuity of the program

e) Wastage of time

20. Do you understand all the advertisements aired in the television?

a) All advertisements

b) Some advertisements

c) None
21. What is your reaction when the same advertisements are repeatedly flashing in
between the program?

a) Don’t bother

b) Enjoy

c) Feel irritate and boredom

22. What is your reaction when the duration of television advertisement is

a) Enjoy

b) Ignore

c) Shut off the television

d) Change the channel

Note: Kindly tick in both options

23. State the level of influence through television advertisements in products and services:

Level of Influence
S.No. Products and Services
Low Medium High

1. Fast moving consumer goods

2. Textile show room

3. Jewellery show room

4. Home appliances

5. Automobiles

6. Agriculture products

7. Banking, insurance and mutual fund

8. Toiletries and watching

9. Food and drinks

10. Hospital
 Level of Influence
S.No. Products and Services
Low Medium High

11. Electrical and Electronics

12. Tourism services

13. Educational services

14. Environment services

15. Public welfare

16. Political information

24. Do you feel any changes when you are watching TV advertisement?

a) Yes

b) No

25. State the changes experienced in different fields, by TV advertisements on your socio
– economic conditions

Level of changes
S.No. Socio-Economic conditions
Highly
Changed Not changed
changed

1. Education

2. Speaking style

3. Learning language

4. Buying behaviour

5. Walking style

6. Dressing

7. Tradition and culture values

8. Eating habits

9. Income level
 Level of changes
S.No. Socio-Economic conditions Highly
Changed Not changed
changed
10. Savings habit
11. Investment behaviour
12. Employment opportunities
13. Agricultural activities
14. Borrowing methods
15. Transportation methods
16. Medical facilities
17. Insurance
18. Entertainment
19. Information Technology
20. Building construction
21. Innovation of new environment
22. Knowledge about environment
23. Public welfare awareness
24. Knowledge about polities

26. State your level of satisfaction towards information provided by TV advertisement

relating to the following products and services.

Information provided on products Level of satisfaction

S.No.
and services Low Medium High
1. Fast moving consumer goods
2. Textile show room
3. Jewellery show room
4. Home appliances
5. Automobiles
6. Agriculture products
7. Banking, insurance and mutual fund
 Information provided on products Level of satisfaction
S.No.
and services Low Medium High
8. Toiletries and watching
9. Food and drinks
10. Hospital
11. Electrical and Electronics
12. Tourism services
13. Public welfare awareness
14. Internet service providers
15. Educational services
16. Political information
17. Environment services
18. Traditional and cultural values

27. State your opinion towards effectives of television advertisements on the following
features.

Level of Effectiveness
S.No. Features Strongly Strongly
Agree Neutral Disagree
Agree Disagree
1. Influence on
buying decision
2. Relevancy of
messages about
3. Truthfulness of
information
4. Accuracy of
information
5. Presence of
celebrities
6. Creativity and
motivation
28. State the reasons, why you cannot understand TV Advertisements

a) Language related problems

b) Lengthy advertisements

c) Irrelevant information

d) Presence of celebrities

e) Limited information

f) Short advertisements

29. State your suggestion to improve the quality of TV advertisements