Dear sir/Madam,

We the students pursuing BBM VI Semester. The project is entitled on “Customer perception
towards AFTER SALES SERVICES in MARUTHI SUZUKI with reference to KALYANI
MOTORS ” .This information is purely for the academic purpose and will be used as research
work.
With regards to this, kindly spare your valuable time to fill the questionnaire. I assure you
that the results are kept confidential and used for my academic purpose only.
Thanking You
With Regards
PAVAN KUMAR
Name : ___________________________________________________________
Age : _____________ Sex : ___________Occupation : _____________
Contact info: ______________________E-mail id: _____________________________
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1. Which model of Maruti Suzuki do you own ?

a. 800 ( ) b. Omni Van ( )
c. Swift ( )d. Other Specify……………… (list of cars)

 How long you are using Maruthi car?

a. 3 years ( )
b. 4-7 years ( )
c. 8-10 years ( )
d. above 10 years ( )
 How much km does your vehicle run in a week
❏Below 50 ❏50- 100 ❏Above 100

When it comes to comfort and convinence maruthis ?

a. Very comfortable( )b. average( )c. less average( ) d.not comfortable( )

  What is the main problem of maruthicars ?
a. Models and interiors ( ) b. Gear Box,braking system( )
b. Engine ( ) c. any other___________

 How many free services does maruti provide?

❏Below 2 ❏2-5 ❏Above 5 12.
5. What do you feel about after sales service given by Maruthi Suzuki?

a. Highly Satisfied ( )
b. Satisfied ( )
c. Moderate ( )
d. Dissatisfied ( )
 Do you think Kalyani motors Pvt sales and service network is better than it’s
competitors in Bangalore ?
a. Yes b. No c. Can be improved

13.Does your service provider solve all your complaints?

❏Yes ❏No

14.Your vehicle needs service because of

❏Free Service❏ Oil Replacement ❏Break down ❏General Service

15. How often do u service your vehicle

❏Below 1000 km ❏1000-5000 ❏Above 5000

16.How much do u pay for General Service?

❏Below 1000rs ❏000rs-5000rs ❏Above 5000rs

17.Do the service providers render proper service?

❏Yes ❏No

18.Do they give your vehicle on promised time?

❏Yes ❏N0
20.Do they really service the mentioned complaints?

❏Yes ❏No

9. What do you feel about the employees dealing with you in Service section?
a) Highly Satisfied ( )
b) Satisfied ( )
c) Average ( )
d) Dissatisfied ( )

21.Is there any fraudulent activity occurred during the service?

❏Yes ❏No

23.Do they charge extra more than the estimation?

❏Yes ❏No

24.Do they replace with the original Spares Parts?

❏Yes ❏No

25.Do they make you wait for a long time? ❏Yes ❏N

12. Do you have any complaints about After-sales Service section ?

13. Overall satisfaction level derived as expected from maruthi cars.

a. Very dissatisfied( ) b. Neutral ( ) c. very much satisfied( )

 Do you recommend others to buy maruthi car?

a) Yes ( ) b. No( )
specify the reason …………………