A STUDY ON THE CUSTOMER SATISFACTION TOWARDS MARUTHI SUZUKI

WITH SPECIAL REFERENCE TO POLLACHI TALUK

PART I

1.Gender : a)Male [ ] b)Female [ ]

2. Marital Status : a)Married [ ] b)Unmarried [ ]

3.Age group(in years) : a)Below 20[ ] b)21-30[ ] c)31-40[ ]

d)41-50[ ] e)Above 50[ ]

4.Educational Qualification : a)School Level[ ] b)UG[ ] c)PG[ ]

d)Professional Qualification[ ] e)Others[ ]

5.Occupational Status : a)Agriculturist [ ] b)Businessman[ ]

c)Employed in Government Services[ ]

d)Employed in Private sector[ ] e)Professional[ ]

f) Others [ ]

6. Monthly Income(in Rs.) : a) Less than 10,000 [ ] b)10,001–20,000[ ]

c)20,001–30,000 [ ] d)30,001–40,000[ ]

e)Above40,001[ ]

7.Type of Family : a)Nuclear[ ] b) Joint[ ]

8. Size of the Family : a) Below 3 [ ] b) 3 – 5[ ] e) Above 5[ ]

9. Place of residence : a) Urban[ ] b) Semi urban[ ] c) Rural[ ]

PART-II

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10. You own a ………………………… car.

11. How did you come to know about your car?

a)Advertisement [ ] b)Friends/Relatives[ ]
c)Dealer’s representative[ ] d)Others[ ]

12. If the source of information is advertisement, mention the media

a) Newspapers[ ] b) Magazines[ ] c)Television[ ]

d) Radio[ ] e)Posters and Pamphlets[ ] f )Others[ ]

13. State the purpose for which you own the car

a)Personal usage [ ] b)Business usage[ ]

c)Social status [ ] d)Others[ ]

14. Whether you like to own

a)Brand New [ ] b)Second hand[ ]

15. Where do you buy this car?

a)Dealers [ ] b)Sub-dealers [ ] c) Mechanics[ ]

d)Friends [ ] e)Others[ ]

16. Mode of purchase

a) Cash [ ] b) Credit(excluding down payment) i.Bank ii.Private[ ]

c)Both bank and private[ ]

17. If bank finance, why do you prefer bank loan?

a) Low interest rate [ ] b)Easy repayment schedule [ ]

c) High rate of interest charged by private finance[ ]

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18.If Private finance, why do you prefer it

a) Increase in down payment [ ] b)Require less formalities [ ]

c)Less Time Requirement [ ]

19. What do you feel about the price of the car?

a) Costly [ ] b) Moderate [ ] c)Economical [ ]

d)Low [ ]

20. What fuel you prefer for car?

a)Petrol [ ] b)Diesel [ ]

21. Why do you prefer petrol?

a) Low maintenance [ ] b) Pick up [ ]

22. Why do you prefer Diesel?

a) Low Price [ ] b) Fuel efficiency [ ]

23. Car mileage per litre

a) Upto 10 kms [ ] b) 10-15 kms [ ]

c) 15-20 kms [ ] d) Above 20 kms [ ]

24. Whether you wish to fit Gas kit?

a) Yes [ ] b)No [ ]

25. If yes, state the reason:

a)Economical [ ] b)Fuel efficiency [ ]

c)Easy availability[ ] d)Others please specify [ ]

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26. Do you prefer to buy the car if local service is available?

a)Yes [ ] b)No[ ]

27. Where you service your car ?

a)Dealers [ ] b)Authorized service centers [ ] c)Others [ ]

28. Do you have satisfaction?

a)Yes [ ] b) No [ ]

a. If yes, state the level of satisfaction

a)Highly satisfied [ ] b)Satisfied [ ]

c)Neither satisfied nor dissatisfied d)Dissatisfied [ ]

e)Highly Dissatisfied[ ]

29. What is the opinion about the expenses occurred for the maintenance?

a) High [ ] b) Moderate [ ] c) Low [ ]

30. Rank the following

S.No RANK
FACTOR PREFERENCE
1 Price
2 Colour
3 Style
4 Brand
5 Mileage
6 Power

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 PART III

30. Please indicate by(√)mark the extent to which the factors influenced in purchasing the car
you own now.

Very Very
High Moderate Low
Attributes High low
influence influence influence
influence influence

Price

Fuel Economy

Driving Comfort

Maintenance cost

Attractive Model

Status symbol

Resale value

Latest technology

Brand image

Pickup

Road Grip

Internal space

After sale service

Availability of
spareparts

PART IV
31. Which car will you choose for your future?

32. Suggestions

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