TVS and Hero Honda: Comparing Customer Satisfaction and After Sales Service

Topics: Honda, High Pages: 6 (660 words) Published: April 9, 2014
QUESTIONNAIRES
A comparative study on customer satisfaction of after sale services provided by TVS and hero Honda workshop Dear Sir/Madam
As a part of our course curriculam, I am conducting a study on the topic “A COMPARATIVE STUDY OF CUSTOMER SATISFACTION OF THE AFTER SALE SERVICE PROVIDED BY THE JOYSHREE INDIA PVT.LTD AND JAY BEE HONDA WORKSHOP IN GUWAHATI CITY”.You are requested to kindly extend your cooperation in filling this questionnaire which would enable me to attain the objectives of my study.I assure you that this information will be kept confidential and will be used for academic purpose only.

(PLEASE PUT A TICK MARK WHEREVER APPLICABLE)

Name : …………………………………………………………………………………………………

Gender: Male Female

Address:………………………………………………………………………………………………… ……………………………………………………………………………………………………………..

Age Group: Below 20 years Between 20-30 years Between 31to 40 years Above 40 years

Occupation: Student Service holder Business man

Any other(Please specify) ………………………………………………….

1) Which TVS model are you driving?......................................................................... 2) Are you greeted at the workshop on your arrival?

Yes always Occasionally Rarely

Never
3) Do you agree that the workshop is located at a convenient place?

Agree Moderately Agree Don’t Agree

Can’t Say
4) Are you given a detail of the servicing to be done on your vehicle?

Yes, always Occasionally Rarely

Never
5) How will you rate the customer lounge in terms of cleanliness, comfort and amenities?

Very Satisfied Moderately Satisfied

Neither Satisfied nor Dissatisfied Mediumly Dissatisfied
Very Dissatisfied
6) How will you rate the workshop’s responsiveness in dealing with you?
Very Satisfied Moderately Satisfied Neither Satisfied nor Dissatisfied Mediumly Dissatisfied

Very Dissatisfied
7) Are the spare parts easily available?

Yes, always Occasionally Rarely

Never
8) How do you perceive the cost of various accessories in the workshop?

Very High High Average

Low Very Low 9) Do the servicing team takes the initiative to proactively inform you about the mobile to be filled up in the vehicle?

Yes, always...
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