“A DETAILED STUDY OF CUSTOMERS

SATISFACTION TORWARDS AFTER SALES

SERVICE OF G.H MOTORS COMPANY”

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIRMENTS

FOR THE DEGREE IN

BECHLOUR OF BUSINESS ADMINISTRATION (BBA)

SUBMITTED TO: SUBMITTED BY:

Ms. GAGANJOT KAUR ARSHPREET SINGH

(Professor) 21BBA2846
Chandigarh University BBA-Batch 2021-24
Gharuan, Mohali Punjab

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INTERNSHIPiCERTIFICATE

2
 ACKNOWLEDGEMENT

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 INDEX
S.no Particulars Page No.
1 Introduction 6-14
2 Review of literature 16-18
3 Research Methodology 20-21
4 Data analysis 23-28
5 Findings/Objectives 30-31
6 Conclusion 33
7 Bibliography 35
8 Questionnaire 37-40

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CHAPTER 1 : INTRODUCTION

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 INTRODUCTION

1.1 Customer Satisfaction

Customer Satisfaction is the term which measures the degree of satisfaction of a customer
from a product and services supplied by a company.
Customer- A customer is a n individual or business that purchases another company's goods
and services.
Satisfaction-
Satisfaction is the pleasure that you feel when you do something or get something that you
wanted or needed to do or get.
Customers Satisfaction to a company can be defined as:
► The company's ability to fulfill the business, emotional, and psychological needs of
its customers.
► Quality of service delivery expected by the customers.
► An internal drive to satisfy an Unsatisfied need of customer.
► Providing good service in a pleasant manner and meeting the customer's
expectations;
► The measure of the degree to which a product or service meets the customer's
expectations;
► Comparison of expectations versus actual experience.

1.2 Why Customer Satisfaction is important?

Satisfied customers contribute to customer retention and reducing churn. It leads to fewer
spending or more budget to spend on other activities. It brings in more revenue and also
word of mouth. And the pursuit of keeping our customers satisfied will enable us to
continually improve upon our support functions, call center interactions, our
communications and the product itself. It will also help us set the stage for the next task
- winning customer loyalty.

We've already seen that customer satisfaction is a leading indicator to purchase intentions
and customer loyalty. Customer loyalty is also a lagging indicator of customer retention,
and here are 5 compelling reasons why customer retention matters.

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► As quoted by HBR, acquiring a new customer is anywhere from 5x to 25x more
expensive than retaining an existing one.
► According to Gartner, your loyal customers who form the 20% of your customer
base drive an additional 80% of business.
► As per MarTech, existing customers are 3x to 10x more likely to spend than a cold
lead.
► According to Fred Reichheld, inventor of the net promoter score, a 5% increase in
customer retention results in a 25% to 95% increase in profits.
► Compared to a new person evaluating it, price consciousness also decreases the
longer a customer stays with a product.

1.3 Customer Expectation

Customer expectation encompasses very thing that a customer expects from a product,
service or organization. Customer expectations are created in the mind of customers based
upon their individual experiences and what they have learned, combined with their pre-
existing experience and knowledge. Expectations of a customer on a product tell us his
anticipated performance for that product. As it is suggested in the literature, consumers may
have various "types" of expectations when forming opinions about a product's anticipated
performance.
1.4 Measuring Customer Satisfaction
Customer satisfaction is measured at the individual level, but it is almost always reported at
an aggregate level. It can be, and often is, measured along various dimensions. A hotel, for
example, might ask customers to rate their experience with its front desk and check-in
service, with the room, with the amenities in the room, with the restaurants, and so on.
Additionally, in a holistic sense, the hotel might ask about overall satisfaction 'with your
stay.There are several ways to gather input from customers. The simplest way to find out
how customers feel and what they want is to ask them. If you have only 20
customers, you can talk to each one personally. The advantage of this approach is that you'll
get a personal "feel" for each customer. The disadvantage is that you'll gather different
information from each customer depending on how the conversation goes. Customer
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surveys with standardized survey question ensure that you will collect the same information
from everyone. Remember that few of your customers will be interested in "filling out a
questionnaire". It's work for them without much reward.
By launching a customer survey as an attempt to find out "how we can serve you better" –
your customers will feel less put upon
Here are a few of the possible dimensions that one could measure:
● Quality of product *
● Pricing
● Offers and discounts
● Staff's behavior
● Complaints or problems >
● Billing experience
● Security's behavior
● Store's ambience & cleanliness
● Overall experience in store

1.5 After Sales Service

After sales service is any services provided by a company after the purchase of its products.
After-sales service helps ensure that a customer gets as much use and value as possible out
of their purchase. It can be provided by retailers, manufacturers or a third-party customer
service provider. After sales services include maintenance, repair, and upgrading. If these
services can be offered at a fixed or guaranteed rate, they could be a significant competitive
advantage. In maintenance, it is to be remembered that one way of solving the repair
problem is to have defect-free products and then service can be bundled into the product
price, which can also be of strategic value.

1.6 After Sales Service Strategy

The concept of "After sales service strategy' is related with issues after the purchase of the
product and its delivery. After Sales Service Strategy discusses the effect of after sales
service in manufacturing industry which provides the detailing about technical assistance,
spare parts distribution and customer care. This strategy is associated with marketing issues
like service quality, service loyalty, customer satisfaction and customer relationship
management.
After-sales service strategy has been identified as a business network process which is
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emphasized on the overall business performance and the competitive advantage. After sales
service is of two types; complementary services like customer care service and competing
sources
After-Sale service strategy si related ot several theories like Service Loyalty, Service
Quality, Customer Satisfaction, and Customer Relationship Management. Description of
each theory is elaborated below.

A. Service Loyalty: Service loyalty is considered as the most important element which
indulges consumers in terms of repurchasing the product. Loyal customers opt for
repeat purchases.
B. Service Quality: It is an end result of customer satisfaction which has an impact on
service marketing. It is also termed as technical service which is 171 meant that
what type of services is offered to the customers. Additionally, the role of functional
service is understood through the procedure of service delivery. SERVQUAL Model
is adopted to measure the service delivery.
C. Customer satisfaction: Customer satisfaction plays crucial role to deal with
customers' satisfaction and their needs. In after sales service, delivery or warranty is
regarded as important element in this regard. So, level of customer satisfaction can be
improved through lowering down expectations of customers or improving customers'
perceptions. The two most important issues are perceived in after sales service delivery;
one is operating time and the other is range of service

D. Customer Relationship Management: Customer Relationship Management

(CRM) is referred to as customer focused business strategy where relational marketing is
emphasized. It is defined as a set of business processes that are designed of capture, retain
and provide services to the customers. The objectives of CRM include increasing revenue ot
identify new opportunities and reducing customer defection, building customer loyalty to
enhance good image of the organization and reducing costs. CRM implementation process
consists of three phases like attraction, promotion and maintenance. Every phase is
knowledge-oriented 172 as it enables to effect on communication with customers.
Attraction phase explains about promotion of goods and service leadership which evolves
the strategy of innovation. On the other hand, promotion phase describes improvement
regarding the profitability of existing customers as this phase is focused on reducing costs.

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 About GH Motor Company

G.H Motor Company is a Private incorporated on 01October1998.It is classified as

Non-govt company and is registered at Registrar of Companies Ludhiana. Its
authorized share capital is Rs. 5,00,000/- and its paid up capital is Rs. 20,00,000/-. It is
involved in Sale of motor vehicle parts and accessories [Includes wholesale and retail
sale of all kinds of parts ,components, and accessories for motor vehicles, when not
combined with sale of such vehicles themselves.

G.H Motor Company Annual General Meeting (AGM) was last held on N/A and as per
records from Ministry of Corporate Affairs (MCA), its balance sheet was last filed on
31 March 2021.

Directors of G.H Motor Company are Mr. Harpal Singh.

G.H Motor Company Identification Number is (GST) 03AJOPS4530J1Z0 and its

Email address is ghmotor98@yahoo.com.in
and its registered address is 922, NIRANKARI STREEL,STREET NO. 7,MILLER
GANJ,,,Punjab, Opposite Manju Cineme, G.T.Road, Ludhiana-141003, Punjab,
India

IN Current status of G.H Motor Company is - Active.

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Vision of G.H Motor Company

Visions of any company are those values on which company works. As the GH Motor was
started by Governmental initiatives it tends to be more consumer oriented and hence cost
effective. Corporation ensures not only the need of profit, but of the need of maximum
profit. The company's working vision is to maximize profit and reducing cost by
maximizing output and sales. Hence G.H Motor Company declared its vision as- " T h e
leader in Indian Automobile Industry, creating Customer Delight and Shareholder's Wealth:
eventually become a pride of India"
Customer Delight is making sure that performance, after sales service and customer support
are best and beyond expectation. Where Shareholder's wealth is the prime concern for
running business smoothly. G.H Motor Company knows this and understands - "Customer
is the King and we are the servants", he can change the fortune o fa n y
company, hence goes company's brand line: COUNT ON US!

Mission and Goals of G.H Motor Company

Mission can be referred as the statement of an organization's purpose, what it wants to

accomplish in the larger environment and its goals which are specific, realistic and
motivating. Missions are described over visions and visions demand certain objectives. The
main missions and goals of G.H Motor Company are:
● Modernization of the Indian Automobile Industry.

● Developing cars faster and selling them for less

● Production of fuel-efficient vehicles to conserve scarce resources.

● Market Penetration, Market Development, Similarly Product Development and

Diversification.

● Production of large number of motor vehicles which are necessary for economic
growth

● Partner relationship management, Value chain, Value delivery network.

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GOALS
Offer products, technology and services to improve life cycle.
• Expend reach and customer touch points to provide assurance and comfort to
customers
• Focus on improving quality across the value chain
• Implementation of G.H. Motors, Transformation 2.0 in which the company set
goals for 2 million annual sales by 2020 and 3 million annual sales by 2025. 4000
sales outlets by 2020.

Policies of ( GH MOTOR)
A. Archival Policy

In terms of Regulation 30 of SEBI (Listing Obligations and Disclosure Requirements)

Regulations, 2015 (Listing Regulations), the company is required to frame an Archival
Policy.
In line with the requirements of Regulation 30(8) of Listing Regulations, the Listed
Company shall disclose on its website all such events or information which has been
disclose to Stock Exchanges) and such disclosures shall be hosted on the websites on the
Company for a minimum period of 5 years and thereafter as per the Archival Policy of the
Compnay, as a disclosure on its website.

Purpose

• To disseminate equal, adequate and timely information to the shareholders through

Company's website.
• To enable the shareholders to track the performance of the Company over regular
intervals of time.
• To ensure providing sufficient information to enable investors to assets the current
status of the Company.

B. Whistle Blower Policy

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Whistle Blower is an corporate context means an employee of the organization who brings
to light an activity which is illegal, unethical or not good for the organization's well being in
a long run. The companies must define a mechanism to handle complaints filled by the

employees. The complaints can be against anybody i.e. CEO/CFO or any other top
executives of the organization. If the identity of the complainant is not protected, there can
be victimization and the person may not continue in the organization.
Purpose
• To ensure that the complaint filled shall be in the coverage of the policy and protection
will be provided to the whistleblower etc.
• To make Employees do protected disclosures to the ombudsman and the ombudsman will
do the initial enquiry.
• To ensure that the identity of the complainant need not be disclosed to the investigating
committee.

C) Policy on Materiality

Material Policy provides tangible resources or substantive power to their beneficiaries or

impose real disadvantages on those affected. Symbolic policies have little material impact
on people but do appeal to people's cherished values. In this policy, unless the otherwise
requires, the terms defined herein shall bear the meanings assigned to them below and their
cognate expressions shall be constructed accordingly.
"Company/CGCEL" means Compton Greaves Consumer Electricals Limited. "Listing
Regulations" means Securities and Exchange Board of India (Listing Obligations and
Disclosure Requirements) Regulations, 2015. (As amended from time to t i m e
Al other words and expressions used but not defined in the Policy, but defined in the SEBI
Act 1992, Companies Act 2013, the securities contracts (Regulation) Act, 1956,

Purpose
• To ensure that the company complies with the disclosure obligations to which it is subject
as a publicly-traded company as a laid down by the Listing Regulations, various Securities
Laws and any other legislations.
• To ensure that the information disclosed by the Company is timely, transperant and
continuous till the termination of the specific event or information.
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• To protect the confidentiality of Material/Price sensitive information within the context of
the company's disclosure obligations.
• To provide a framework that supports and fosters confidence in the quality and integrity of
information released by the company.
• To ensure uniformity in the company's approach to disclosures, raise awareness and
reduce the risk of selective disclosures

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15
Chapter 2:- literature Review

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Consumer Satisfaction is related to the human activity directed at satisfying human wants
through the exchange of goods and services. Customer satisfaction (often
Abbreviated as S A T ) , more correctly Sat) is a term frequently used in marketing. It is a
measure of how products and services supplied by a company meet or supass customer
expectation. Customer satisfaction is defined as *the number of customers, or percentage of
total customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals. Customer expectation is the
needs, wants and preconceived ideas of a customer about a product or a service. If customer
expectations are met then the customer is satisfied.
In a survey of nearly 200 senior marketing managers, 71 percent responded that they
found a customer satisfaction metric very useful in managing and monitoring their
businesses. It is seen as a key performances indicator within business and is often part of a
Balanced Scorecard. In a competitive marketplace where businesses complete for
customers, customer satisfaction is seen as a key differentiator and increasingly has become
a key element of business strategy.

Customer Satisfaction by Philip Kotler

Philip Kotler defines customer satisfaction as a • person's feeling of pleasure or

disappointment, which resulted from comparing a product's perceived performance or
outcome against his/her expectations'. Although Kotler uses abstract terms like pleasure and
disappointment, the definition is by no means ambigious. Customer
satisfaction =(perceived performance, buyer's expectation)
According to this definition, the satisfaction goals are established by the customers
themselves before they set out to make a purchase. This is also why they start looking for
more information at this point - reviews, comparisons, alternatives, etc. Your
website, content marketing efforts, and presence on otherreview sites make a difference at
this point. So do customer stories and testimonials.
Addition by AK Rai, while Rai agrees that customer satisfaction depends on perceived
performance and expectations, he lays down a more detailed customer satisfaction formula:
Customer satisfaction = Customer perception o f the service received - Customer
expectation from the service.

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The Zeithaml and Bitner model

The customer satisfaction definitions we saw so far do not factor in some key
parameters - like price, for instance. So, Zeithaml and Bitner went ahead and developed a
customer satisfaction model that not only includes price but also personal factors. Quality
and price are pretty much in control of the product companies or service providers. But how
does one take stock of situational and personal factors? This is where building user personas
come in handy, both for B2B and B2C players

Customer Satisfaction Model

The nature of customer care is very much service oriented as most goods are consumed
at the same time as services are experienced. To satisfy a customer, the supplier needs to
have the services that the customer requires (Davidow, 1986. If the customer perceives a
service in a certain way, but expected less, then the customer is satisfied, as the formula in
Figure 2 shows. People and organizations that use professional services are traditionally
prepared to pay high fees for the services, because of the uncertainty. importance, and risk
involved. The customer wants to know that they get the required attention. A service firm
that is able of project a caring image and backing that image with substance is likely to
success (Master, 1997).

Customer Satisfaction = Customer Perception - Customer Expectation

The customer anticipates how the service will be performed and that is added to his/her
expectations. Customers have previous experiences and, based on those experiences,
customers expect a service to be delivered in a certain way, which can be considered
company-controlled expectations creators. Uncontrollable creators are actions of the
competition and word of mouth. Over time these company controllable and uncontrollable
expectationscreators togetherform the customer's standards. Customers compare services
according to certain standards with which they are familiar and those do not necessarily
relate to the service that is performed (Barsky, 1995, Friday and Cotts, 1995 and Oliver,
1996).

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After Sales Service

According to Wellemin (1984)

After sales service has changed drastically in recent decades. Customers have become
more dependent on efficient operation of suppliers' equipment, services are labor intensive
and cost of labor has risen, products intended for the same markets are
becoming more similar, customers are increasingly selective as they seek value for money,
and social changes have reflected to services, for example when a service force works in the
customer's premises, the supervision is frequently minimal.
Mathe and Shapiro, 1993)
After sales service is more than merely fixing what has gone wrong, which appears to be the
primary function of many after sales service functions. Manufacturers should anticipate the
after sales needs in product design, but experience shows that manufacturers do not
incorporate customers' concerns actively enough at the product
design phase.

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CHAPTER 3: RESEARCH METHODOLOGY

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 Research Methodology

Research methodology is a way to systematically show the research problem. It may be understood as a
science of studying how research is done scientifically. It is necessary for the researcher to know not only
the research methods but also the methodology.

This Section includes the methodology which includes. The research design, objectives of study, scope of
study along with research methodology and limitations of study etc.

- SAMPLING:-

Sampling refers to the method of selecting a sample from a given universe with a view to draw c on
clusions about that universe. A sample is a representative of the universe selected for study.

SAMPLE SIZE:-

Large sample gives reliable result than small sample. However, it is not feasible to target entire
population or even a substantial portion to achieve a reliable result. Sample size is the number of items to
be selected from population to constitute the sample for the research.

The study has been conducted at G H Motor, Ludhiana with a sample size of Employees of G.H. Motors.

SAMPLING TECHNIQUE:-

Stratified random sampling technique is used in the survey conducted.

Stratified Random Sampling is a method of sampling from a population which can be

partitioned into subpopulations. In statistics surveys, when subpopulations within
an overall population vary, it could be advantage us to sample each sub population
independently.

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TOOLS OF ANALYSIS:-

Data has been presented with the help of bar graph, pie charts, line graphs etc.

PLAN OF ANALYSIS:-

Tables were used for the analysis of the collected data. The data is also neatly
presented with the help of statistical tools such as graphs and pie charts. Percentages
and averages have also been used to represent data clearly and effectively.

Objectives of Research

Well-defined objectives of the research are an essential component of successful research

engagement. Here are some of the following objectives given below:

* To generate new knowledge.

* To gain familiarity or to develop a new insight into some phenomenon.

* To investigate some existing situation or problem.

* To construct or create a new procedure or system.

* To explore and analyze more general issues.

* To investigate some existing situations or problems.

* To test a hypothesis or theory.

* To identify patterns or trends related to the problem.

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CHAPTER 4. DATA ANALYSIS AND INTERPRETATION

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(1)Perception of consumers related to PRODUCT

Particulars Score

The services provided by the company are attractive 4

Complete product knowledge is given 3

Demos of product are given 4

Quality of product 5

Durability of Product 5

Warranty of product 5

After sales services 4

Innovation Services 3

From this it can be concluded that the product mix has got positive rating by the

respondents in all aspect

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(2) Perception of consumers related to PRICE

Particulars Score

Prices are affordable 3

Quality depends on price 1

Grouped price 2

The company fixes tariffs based on other companies 2

Follow stabilized pricing policies 4

From this it is understood that the Hospital is getting a positive response on the pricing strategy.

(4) Perception of consumers related to PROMOTION

Particulars Score

The provider is able to propagate its services to clients

4

Promotional campaigns are gaining the attention of the

5
RETAILERS

Special campaigns at concession rates are getting good

4
response from RETAILERS

This company have brand image.

5

Therefore, it can be said that the promotional mix of hospital is well perceived by the respondents.

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(5) Perception of consumers related to PHYSICAL EVIDENCE

Particulars Score

company is making a positive impression 4

The interior decoration is very good 3

Transportation facilities are satisfactory 4

Communication facilities are good 4

Tightened security 5

Electricity facilities are good 4

Lighting and ventilation are good 5

Drinking water facility is good 5

Sewerage facilities are good 4

The result reveals that the respondents In the hospital have positive impression about physical evidence.

(7) Perception of consumers related to PEOPLE

Particulars Score

Highly skilled technicians and labour 4

Highly qualified and trained staff 5

Providing jobs to low-income groups and unemployed 4

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• Perception of consumers related to PRICE

2.Perception of consumers related to PEOPLE

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3.Perception of consumers related to PHYSICAL ENVIRONMENT

Recommendations

Create awareness among the people about XYZ Bearings and its advantages in the markets.

For e.g., Advantages of XYZ Bearings are:

1. Light weight

2. Makes driving much more comfortable

3. Needs less maintenance

Create brand awareness of the company which is very low in these markets through low-cost

advertisements and promotional activities. Hoarding must be displayed in strategic position.

The company should adopt different strategies for different markets. A state

should be divided into two parts, the developed areas and developing areas.

► In developed market, low-cost advertisement could be used as promotional tools fo rbuilding

brand awareness.

► In developing market, the priority should be given to dealers for pushing our product inthe market

through sales contests

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 XYZ Bearings caps and tee shirts can be given to the auto rickshaw drivers to increase visibility.

XYZ Bearings can sponsor some major motor training school in different cities. In

the process, they can create their brand awareness within the customers.

As the brand awareness is very low in the market, for selling the XYZ bearing, dealers have to

convince the consumers which require extra effort. Till date very less promotional activities

are undertaken by the company. The dealers are getting many attractive schemes from the

competitors; thus, they are more interested in selling their products. Thus, to motivate

dealers, the company should undertake some promotional activities. The following trade

tools are used for motivating retailers, wholesalers.

1. The retailer or wholesaler can be persuaded to carry more units than normal amount

through sales contests.

2. Retailers can be induced to promote the brand by giving special allowances.

3. Retailers and their sales clerks can be stimulated to push the product through various

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CHAPTER 5. FINDINGS / OBJECTIVES

30
FINDINGS

 Supervisors and Managers should meet at regular intervals with the employees to discuss about the

improvement in the company, at work place and in their living of standard, family problems etc.

 Gap between managers and the employees should be reduced by raising the level of engagement. For

example: by conducting extra co-curricular activities like social and cultural programs.

 Very few employees feel that their ideas or work aren’t being recognized / appreciated. So they can be

encouraged by giving importance to their ideas.

 Create good and healthy environment at work place by increasing interactions, credibility, confidence

etc.

 Some of the employees find their job boring and monotonous. Encourage them to take part in the job

rotation, job enrichment and other activities being carried out in the organization.

 Conduct more of employee engagement activities like mentorship programs, collaborations, cross

trainings, fun work day etc.

31
OBJECTIVES

Respect for mankind

G H MOTOR COMPANY pursues cooperative and balanced growth with its stakeholders, rather than
focusing on its own quantitative growth. We will not only promote an environment where employees
are respected, but will go one step further by adopting human-centered values as our management’s
top priority

Eco-friendly management

Our eco-friendly efforts will not stop at one-time environmental campaigns. Through systematic and
proactive environment-friendly management, we will fulfill our social responsibilities as a global corporate
citizen. Green businesses will be the drivers of our company’s future sustainable growth.

Creation of ultimate value

To achieve global competitiveness, we will maximize synergies within our group through a
cooperative system that links our diverse business sectors. We will look beyond quantitative expansion
to provide the highest level of service and quality to our customers.

Promote harmonious growth for all stakeholders

We realize that G H MOTOR COMPANY is more than just a company; we actually represent a large
corporate community. Therefore, we will pursue mutual growth and co prosperity with all our
stakeholders – including our customers, employees, countries and global society - and ultimately contribute
to a better future for all.

32
CHAPTER 7. CONCLUSION

33
• By participating in various engagement activities they are able to form a connection with
the organization that makes them feel an important part of it and makes them feel
satisfied.

• Employees in the organization not only actively show participation in the on ground
activities but also participate in the online contests that happen through company’s
intranet.

• Through the coffee sessions with the leaders in the organization are very knowledgeable and
interactive and helps them knowing their organization better, however most of the employees
feel that they should happen on a large scale so that each and every employee gets a chance
to
attend them.

• When talked about the company’s intranet, it was observed that the majority wanted to have
an open blog like Face book where they could connect with the employees in the
organization and simultaneously form groups and share their personal experiences.

• Through the activities done in the organization employees are encouraged to work with
greater efficiency and obtain maximum satisfaction that motivates them to continue with
the
organization

34
CHAPTER 8. BIBLIOGRAPHY

35
BIBLIOGRAPHY

Books

1. C.R Kothari- Research Methodology.

2. Stephin Robbins- Organizational Behavior.

Websites:

1. www.ghmotorldh.com
2. www.google.co.in
3. Glassdoor app

36
CHAPTER 9. QUESTIONNAIRE

37
As a part of academic requirement, we are doing a survey to know the automotive aftermarket

and buying behavior of consumers in Kolkata and adjacent places. The data collected is used

only for academic purposes and will be kept confidential. Thank you for your support.

1. What type of vehicle do you have?

● Two-wheeler

● Three-wheeler

● Four-wheeler

● Commercial Vehicle

2. Where do you get your vehicle serviced?

● Service at home

● Authorized Service Centre

● Local Mechanic

● Road Side Garage

● Manufacturer’s Workshop

3. To what extent are you satisfied with repair of your vehicle in terms of its original driving

comfort?

● Very Dissatisfied

● Dissatisfied

● Neutral

● Satisfied

● Very Satisfied

38
4. To what extent do you think that a branded spare part is important for your automobiles

even it costs you higher?(1-least important,5-most important)

● 1

● 2

● 3

● 4

● 5

5. I would always use latest technological upgrades available in the market for the spare

parts irrespective of advice from mechanics/ dealers.

● Strongly Disagree

● Disagree

● Neutral

● Agree

● Strongly Agree

6. To what extent do you depend on automobile spare shop to recommend spare parts?

● Far Too Little

● Too Little

● Quite a bit

● Too Much

● Far Too Much

39
7.How much are you concerned for you and your family’s safety when you repair your

vehicle?

● Far Too Little

● Too Little

● About Right

● Too Much

● Far Too Much

8. I think that higher priced product has better reliability as compared to low-cost products.

● Strongly Disagree

● Disagree

● Neutral

● Agree

● Strongly Agree

9. To what extent are you satisfied with your mechanics claims in terms of genuine parts and

price being charged for components use in repair of your vehicle?

● Very Dissatisfied

● Dissatisfied

● Neutral

● Satisfied

● Very Satisfied

40
10. How vital is the accessibility of spare parts for you?(1- least important ; 5- most important)

● 1

● 2

● 3

● 4

● 5

11. I would prefer to go to a repair shop which promises genuine spares as compared to better

services.

● Strongly Disagree

● Disagree

● Neutral

● Agree Strongly

● Agree

12. I would always prefer to buy spare parts on my own rather than going by what mechanics

used.

● Strongly Disagree

● Disagree

● Neutral

● Agree

● Strongly Agree

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