QUESTIONNAIRE

Harsh Singhi student of Ananda Chandra College of Commerce,

Request you to kindly fill this survey sheet, as it is a part of our

project work
(Topic- POST SALE SERVICE) .

information will be collected for project purpose only and will not be
disclosed other purposes. I will be highly grateful if you kindly
support and provide some information for this purpose.

A Study on Customer Satisfaction on Post Sales Service with special

reference to Hero Motocorp at Jalpaiguri

1. Name of responded
2. Place
3. Contact No.
4. Age
1) 20-30 2) 31-40 3) 41-50 4) 51-60

5. GENDER
1) Male 2) Female 3) Others

6. Occupation
1) EMPLOYED 2) UNEMPLOYED 3) SELF-EMPLOYED 4) OTHERS

7. MONTHLY INCOME
1) NIL 2) 10000-30000 3) 31000 - 50000 4) 51000-80000

8. MARTIAL STATUS
1) MARRIED 2) UNMARRIED 3) DIVORCED

9. Which type of two wheeler you owns?

1) SCOOTER 2) STREET BIKE 3) SPORTS BIKE
10. Which type of features you look while purchasing a two wheeler?
1) LOW MAINTENANCE 2) DESIGN 3) MILEAGE 4) PRICE
11. Which marketing scheme of Hero motocorp attracted you the most?

1) Special offer 2) Cash discount 3) Festive offer 4) Others

12. Mileage of your 2 wheeler?

1) BELOW 40KM / LTR 2) 40-50KM / LTR 3) Above 50KM / LTR

13. How old is your two wheeler vehicle?

1) Less than 1year 2) 1-3 years 3) 3-5 years 4) Above 5 years

14. How is the availablity of spare parts of Hero motocorp ltd

1) EXCELLENT 2) Good 3) Average 4) Poor

15. How do you rate the pre-sale service provided by Hero motocorp Ltd

1) EXCELLENT 2) Good 3) Average 4) Poor

16. Is there any waiting area

1) Yes 2) No

17. How good they interact with you after been years of purchasing

1) EXCELLENT 2) Good 3) Average 4) Poor

18. Do you get timely delivery on yearly maintenance of your vehicle

1) ON TIME 2) Late 3) Extreme late

19. Rate Post sale behaviour of the salesman

1) EXCELLENT 2) Good 3) Average 4) Poor

20. How would you rate the after sale service of Hero motocorp Ltd

1) EXCELLENT 2) Good 3) Average 4) Poor

21. Will you recommend the product and services of Hero motocorp Ltd

1) Yes 2) No
 ABSTRACT
This study is about the discoveries on the customer satisfaction
in after-sales service. It helps to extend the understanding on the
factors that may exist and its influence towards customers'
satisfaction, an important element in retaining a profitable
business relationship with the customer. After-sales service
which is a part of customer relationship management (CRM)
helps to enhance a customer's loyalty. To date, there have been
very minimum studies that were conducted by taking into
consideration the after-sales service in business organizations.
Therefore from the data presented in this study, it can be
expected that the findings can benefit both industrial and
academician by giving a new source of ideas and information.

Results indicated to confirm on the earlier literature that there

was strong relationship between the dependent variables of
customer satisfaction and three independent variables; delivery,
installation, and warranty. It can be concluded that the delivery,
installation and warranty aspects are important for business
organizations to make their customers satisfied and delighted.
The delighted customers in turn will remain loyal and always
have a positive impression towards the company and its
products. This is true because fast delivery is very crucial to the
customers to meet their usage and production requirement.
 Introduction
The project is all about measuring the customer satisfaction in
Hero motors. For the past few years every company is trying to
satily to customers. The emphasis is on ways of retaining
customers, then on atracting new customers. It is easy to
attract new customers then to retain old customers. So
companies are trying to focus on this aspect of customer's
saisfaction

The sale of a product does not end with the sale transaction
but it is the point at which the original marketing concept
starts. The marketer has to see that whether the customer
satisfied with that particular productservice or not. The post
purchase behavior is important for a markater there is any
cognitive dissonance in the minds of the customers then that is
enough to lose a customer. Keeping this in mind the companies
are giving more importance to customer satisfaction

This project work has been done to find out whether a

customer is satisfied or dissatisfed, ale to measure the level of
the customer satisfaction and provide this feedback to the
company. The first phase of the project involves the collection
of information from the customers for interpreting the
characteristics based on which the customer fees satisfed or
dissatisfed. This information is collected by preparing a
structured questionnaire. The questionnaire consists of both
open-ended and closed-ended questions. The questionnaire is
designed in such a way that a customer feels convenient to
answer
Review of literature
In the review of literature I found that many
researchers have contributed to this study about
'Consumer attitude toward performance of two
wheeler bikes. Yet, these remain some area on the
part of consumer attitude that needs to be taken
notice of in my report.

According to Anuj Kumar Kanojia, 2011 In his article

explored the impact of consumer attitude on sales of
two-wheeler in urban areas of India. However, the
study also showed that urban and rural regions have
different attitude when it comes to selecting the two
wheelers bike model.

According to Economic of times Ketan Thakkar, ET

Bureau:- How critical India is to Hero Motor Co's
fortunes became evident at the close of the last
financial year. The Japanese company had forecast
that it would sell 15.52 million motorcycles and all
terrain vehicles (TVs) by March. It ended up falling
marginally short (15.494 million) but that it was even
able to get so close to the target was because its
Indian unit grew at a cracking 30% pace. The numbers
pretty much tell the story of what... ICRA