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table -1 age of the respondents table 2 location of the respondents table 3 family income of the respondents table 4 occupation

ion of the respondents table 5 vehicle model of the respondents table 6 duration of usage of vehicle by the respondents table 7 medium of service booking of the respondents table 8 organisation responds towards customers query table 16 staffs are willing to listen customers point of view table 10 time taken by the organization for delivering the vehicle after service table 16 getting timely delivery of vehicles from the organization table 11 satisfaction of the respondents towards the timely services of the staffs table 12 satisfaction of the respondents to the workmanship of the service machine table 13 satisfaction level of the respondents about the complaints handling procedure of the organization table 18 satisfaction level of the respondents towards the employees expertise & knowledge in servicing table 15 possibility of occurrence of additional work after servicing table 19 employees deliver appropriate services to the customers table 19 opinion of the respondents towards the service quality dimensions in vahini motors table 20 enquiry of the respondent about the problem solved or not after the service table 21 satisfaction of the respondents towards the technical knowledge of staffs for handling the problems table 22 service charge table 23 period of service table 24 customers opinion about the future dependency towards vahini motors table 25 degree of satisfaction of the respondents with the overall services of vahini motors

FIGURE

Name : N Manoj Enrollment No. : 10A 7510212 Elective : Production Management

Name : Din Raj T Enrollment No. : 10A7510907 Electives : Marketing Management

QUESTIONNAIRE Dear Respondent, This is a survey to understand the service quality in Vahini Motors. The study being conducted is part of my curriculum. Please fill the questionnaire with care and attentiveness and to best of your knowledge to help us gauge your likes and dislikes.
Name Address Age Sex a) 18-25 M/F b) 25-35 c) 35-50 d) Above 50

Location:

Rural Urban
a)<1L c) 1.5L-2 L b) 1L - 1.5L d) >2L

Family income:-

Occupation

a) Government employee b) professional c) Business d) Student

Vehicle Model: Year of Purchase:


1. How long have you been the user of the vehicles? a) 0-1 c) 2-3 2. 3. Period of service b) 1-2 d) Above 3

Once in a month Once in two months Once in three months Rarely

4. How do you book your vehicle for service at Vahini Motors?

Telephone

Personally Internet

Others

5. How do you rate organization responds towards customers query? Excellent Very good Good Average Poor

6. Staffs are willing to listen to your individual point of view. Yes No

7. No of days taken for vehicle delivery after service 0-1 1-2 2-3 3&Above

8. Is the vehicle delivered back to you on time? Yes No Highly dissatisfied

9. Are you satisfied with the timely service of the staffs? Highly satisfied Satisfied Dissatisfied

10.Do you satisfied with workmanship of the service machine? 10.Your complaints are constructively handled Strongly agree Agree Strongly disagree 11.Before picking the vehicle, after servicing, are you being briefed on what works have been done based on the problems you indicated earlier, and additional work, if any? Yes No Cant say Disagree

12.Employees deliver appropriate services to you. Strongly agree Strongly disagree


13. Are you satisfied with the employees expertise and knowledge? Highly satisfied Dissatisfied Satisfied Highly Dissatisfied Neutral

Agree

Cant say Disagree

14.Rank your responds towards Service Quality dimensions in Vahini motors? Tangibles Empathy 15.Are you being, called on, after service, to find whether all your vehicle problems have been resolved or not? Yes No 16.Do you satisfied with technical knowledge of staffs, for handling the problems? Highly satisfied Satisfied Neutral Unsatisfied Highly dissatisfied 17.Do you find the service charges reasonable? Yes No Neutral opinion 18.How often do you give your vehicle for service, here? Almost once a month Once in two months Once in three months Once in four months Once in six months Rarely 19.Do you depend of Vahini Motors for future service? Yes No Neutral opinion 20.Please indicate your degree of SATISFACTION with the overall services provided by your Vahin Motors , by placing a check mark X in the relevant box below. Completely dissatisfied Very dissatisfied Mildly dissatisfied Neither dissatisfied nor satisfied Mildly satisfied Very satisfied Completely satisfied 21.Which are the areas we can improve upon, to provide you with better service?
22. Will you recommend DSM to others? Yes No

Reliability Responsiveness

Assurance

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