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Bibliography
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BIBLIOGRAPHY
References
Books
1. C.N. Sontakki, “Marketing Research”, Himalaya Publishing House, New Delhi,!!".
2. C.R. #othari, “Research Metho$ology Metho$s an$ %echni&ues”, New 'ge(nternational )P*t.+ t$., -ublishing New Delhi, !! .
3. Churchill, /ilbert an$ Dawn (acobucci, “Marketing Research 0 Metho$ological1oun$ations”, South23estern, %homson earning, !! .
4. Crosby, Phili-, “4uality is 5ree6 %he art o5 making &uality certain”, Mc/raw HillCustom Publishing, 789:.
5. Dr S.C./u-ta, “Statistical Metho$s”, Sultan Chan$ ; Sons , 788:.
9. Hair, =., R. ?ush an$ D. @rtinau, “Marketing Research 0 with a changingin5ormation en*ironment”, n$ e$ition. Mc/raw2Hill Com-anies, (nc., !!>.
10. Heskett, =., Sasser, 3., an$ Hart, C., “Ser*ice ?reakthroughs6 Changing the Ruleso5 the /ame”, New Aork6 %he 1ree Press, ' Di*ision o5 MacMillan, (nc., 788!.
11. Hitoshi #ume, “Statistical Metho$s 5or 4uality (m-ro*ement”, Pro$ucti*ity Press)(n$ia+ P*t. t$, Ma$ras, !!".
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12. =. lian Mercer, “/reat Customer Ser*ice”, 'llen an$ Bnwin Publishing, New Delhi,
!!>.
13. =aho$a, M. an$ N. 3arren, “'ttitu$es”, Penguin, 78"".
14. #ulbir Singh Si$hu, “Statistics in
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JOURNALS
1. 'arti #othari, “Maruti $oes a $i55erent Gig an$ en$s u- changing itsel5 an$ theauto market in turn”, ?usiness 3orl$, ol. E, (ssue 7 , >r$ 0 8th 'ugust !!E,
--.7 279.2. 'ayush Chow$hury, 'bhishek #a-oor, “Pro5iling the Aoung (n$ian Consumer”,
'$*ertising 2:E.
3. 'lok Saklani, H.C., Purohit an$ ?a$oni, D.C., “Positi*e Discon5irmation as a
%hreshol$ to High Satis5action”, =ournal o5 Management Research, ol.7, No.7,Se-tember 2 December !!!, --. 72 E.
4. 'n$erson 2"".
5. 'n$erson,
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11. ?ennett, Rebecca, Run$le 0 %hiele, Sharyn, “Customer Satis5action shoul$ not bethe only goal” , =ournal o5 Ser*ices Marketing, ol.7: )";9+, !! , --.7>278.
12. ?harga*a S. C. “Passenger Car (n$ustry6 Maruti Maintains the ea$”, 1acts 5or Aou, '-ril !!!, -.> .
13. ?onoma, %. ., an$ 3. =. =ohnson, “%he social -sychology o5 in$ustrial buyingan$ selling”, (n$ustrial Marketing Management, ol. 796 789:, -- 7>2 .
14. ?oul$ing, 3illiam, 'Gay #alra, Richar$ Staelin an$ alerie eithaml, “' DynamicProcess Mo$el o5 Ser*ice 4uality6 1rom !, 1ebruary6 788>, --. 92 9.
15. Ca$otte, >2EE.
17. Chi$ambaram an$ 'l5rea$, “' Stu$y on ?ran$ Pre5erence o5 Passenger Car with
Re5erence to Coimbatore City”, (n$ian =ournal o5 Marketing, ol.> , No.8,
Se-tember !!9, --.>!2>".
18. Churchill, /ilbert ' an$ Carol Su-renant, “'n (n*estigation into the Determinantso5 Customer Satis5action”, =ournal o5 Marketing Research, 7 th No*ember 78: , --.E 2E:.
19. Clement Su$hakar =., an$ enkata-athy R., “ ' Stu$y on 'utomobile Purchase 0 Peer (n5luence in Decision Making” , (n$ian =ournal o5 Marketing, ol.>E, No.",=une !!8, --.7"2 7.
20. Dorno55, R. =, %anbersley, C. ? an$ 3hite, /. P, “Consumers Perce-tions onCars6 ' Market Segment 'nalysis”, 'kron ?usiness an$ ,summer, !!:, --. " 0 8.
21. 1ornell, Claes, “' National Customer Satis5action ?arometer6 %he Swe$ish
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22. 1ornell, Claes, Michael =ohanson, 0 .
26. /ar*in, Da*i$, “Com-eting on the eight $imensions o5 &uality”, Har*ar$?usiness Re*iew, No*ember2December 78:9, --. 7!727!8.
27. /lenn ?. oss, Parasuraman '., an$ Dhru* /rewal, “%he Roles o5 Price,
Per5ormance, an$ >, 1ebruary 788", --. 92 .
30. HIubl, /., “' cross2national in*estigation o5 the e55ects o5 country o5 origin an$ bran$ name on the e*aluation o5 a new car”, (nternational Marketing Re*iew, ol.7>, No. E, 788", --.9"289.
31. Ha*lena, 3. an$ M. Holbrook., “%he arieties o5 Consum-tion .
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33. =acoby, =. an$ #yner, D.?., “?ran$ loyalty *s. re-eat -urchasing beha*iour”,=ournal o5 Marketing Research, 1ebruary 789>, --. 728.
34. =ac&ueline =.?rown, C. Da*i$ ight an$ /regory M. /aJ$a, “'ttitu$e towar$s
, No.7!, @ctober !! , -.>!.
40. Man$ee- #aur an$ San$hu, H.S., “' Stu$y on 1actors (n5luencing ?uying ?eha*iour o5 Passenger Car Market”, Para$igm, ol. :, No. , =uly 0 December !!", -."8.
41. McCarthy, P. S., P. #. #annan, R. Chan$rasekharan an$ /. P. 3right, “
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44. @h, H., an$ S. C. Parks, “Customer satis5action an$ ser*ice &uality6 a criticalre*iew o5 the literature an$ research im-lications 5or the hos-itality in$ustry”,Hos-itality Research =ournal, ol. !, No. >, 7889, --. >E0" .
45. @li*er, R. . ; Swan, =.
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54. Rosecky, R. ?. an$ '. ?. #ing, “Perce-tual $i55erences among owners o5 luFurycars6 strategic marketing im-lications”, Mi$2'tlantic =ournal o5 ?usiness, ol. > , No. >6 788", --. 72 >E.
55. Rust, R.%., an$ @li*er, R. , “Ser*ice &uality6 insights an$ managerial im-lications5rom the 5rontier”, Ser*ice 4uality6 New $irections in theory an$ -ractice, +,788", --. 7E2>
61. Storbacka, #aG, %ore Stran$*ik an$ Christian /rOnroos )788 +. “Managing
Customer Relationshi-s 5or Pro5it6 %he Dynamics o5 Relationshi- 4uality”,(nternational =ournal o5 Ser*ice (n$ustry Management, ol. E, No. !8E"2 >>,Se-tember 788 , --. 72>:.
62. Sulli*an, M.3., “How ?ran$ Names '55ect the Deman$ 5or %win 'utomobiles”,=ournal o5 Marketing Research, ol. KKK , May, 788:, --. 7E 27"E.
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63. Brban, /len. ., Hauser, =ohn. R., an$ Roberts =ohn H., “Prelaunch 1orecastingo5 New 'utomobiles6 Mo$els an$ (m-lementation”, Management Science, ol.
>", No. th '-ril, 788!, --. !72 7.
64. Brbona*i ius, S., Dik ius. ., an$ Qasas, R., “'utomobile Country o5 @riginRelate$ 'ssociation in ithuanian Market”, %R'NSP@R%, ol KK((, No >, !!9.( a0( 5. www.trans-ort.*gtu.lt
65. Ai, A., “' critical re*iew o5 consumer satis5action in eithaml, . )
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Appendix-Questionnaire
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CUSTOMER EXPECTATIONS, PERCEPTIONS AND
SATISFACTION IN THE SER ICE !UALITY OF MARUTI
SU"U#I IN COIMBATORE DISTRICT
!$es%&onn'&re
I( Soc&o)Econo*&c Prof&+e
7. Name o5 the Res-on$ent 6
. 'ge 6
>. /en$er 6 Male 1emale
.
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II( S'%&sf'c%&on er&-e $r&n. %/e 0$rc/'se of ' -e/&c+e1
S'%&sf'c%&on on &nfor*'%&on
13. How are you satis5ie$ with the in5ormation you got at the time o5 -urchasing theMaruti *ehicleL
Highly Neither HighlyS.N. (n5ormation Satis5ie$Satis5ie$ nor Dissatis5ie$Satis5ie$ Dissatis5ie$Dissatis5ie$
7 (n5ormationabout -ro$ucts-eci5ications(n5ormation
P r o
d u c t regar$ing the
com-arison o5 your Maruti*ehicle withthat o5 thecom-etitors*ehicles o5 thesame segment
7 (n5ormationabout 'ctual
P r i c e Price
(n5ormationabout on roa$ -rice
7 (n5ormationabout the5inance relate$
P r o c e s s $ocuments
Com-letein5ormationabout -urchase -a-er work
'nswers to
D e l
i v e r y 7 your &uestions
at the time o5 $eli*ery o5 aMaruti SuJuki*ehicle
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S'%&sf'c%&on on 0ro $c%
S'%&sf'c%&on on 0erfor*'nce 2 e3c&%ers
14. S-eci5y your le*el o5 satis5action about the 5ollowing attributes o5 the Maruti SuJuki*ehicle you own.
Highly Neither HighlyS.N. 'ttributes Satis5ie$ Satis5ie$ nor Dissatis5ie$Satis5ie$ Dissatis5ie$Dissatis5ie$
7 Power steeringPower win$ows
> 'ir con$itioningCentral locking
E ?rake system" (mmobiliser 9 'irbag
: Chil$ Sa5ety $oor lock 8 (nbuilt stereo CD -layer
7! Portable rear seats77 ?oot ca-acity7 Seating ca-acity7> 1og lights7 Rear win$ow
$emister 7E '$Gustable @ R
mirrors7" 3heel base79 ?rake7: %yre78
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S'%&sf'c%&on on 0r&ce
15. How are you satis5ie$ with the 5ollowing elements relate$ to the -rice o5 the MarutiSuJuki *ehicleL
Neither
S.N. (n5ormation Highly Satis5ie$ Satis5ie$ Dissatis5ie$ HighlySatis5ie$ nor Dissatis5ie$Dissatis5ie$
7 'ctual -ricePrice o5 eFtra5ittings
> 1iFation charge o5 eFtra 5ittings
(nsurance chargesE Roa$ taF" Registration 5ees9 @n roa$ -rice
S'%&sf'c%&on on 0ro*o%&on
16. S-eci5y the le*el o5 satis5action i5 you ha*e enGoye$ any o55er while -urchasing theMaruti SuJuki *ehicle.
S. Highly Neither Highly@55ers enGoye$ Satis5ie$ Satis5ie$ nor Dissatis5ie$ N. Satis5ie$ Dissatis5ie$Dissatis5ie$
7 No o55er
New year Christmaso55er
> Aear en$ o55er
/o*ernment em-loyee'griculturist o55er
E S-ecial o55ers o5 thecom-any
"
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79. State your le*el o5 satis5action on the 5ollowing ' B< 'DD
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Neither
S.N. Per5ormance Highly Satis5ie$ Satis5ie$ Dissatis5ie$ HighlySatis5ie$ nor Dissatis5ie$
Dissatis5ie$
3 Sales-erson seF-lanation o55eatures,a$*antages an$ bene5its o5*ehicle inclu$ingin5ormation o5com-etition
4 Demonstrationo5 *ehicle
)static an$test $ri*e+
5 #nowle$ge o5 sales -ersons
6 Courtesy an$5rien$liness o5the sales -erson
7 %rust worthiness o5 sales -ersons
8
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S'%&sf'c%&on on 0rocess
78. S-eci5y your le*el o5 satis5action on the $eli*ery -rocess.
Neither
S.N. 'ttributes Highly Satis5ie$ Satis5ie$ Dissatis5ie$ HighlySatis5ie$ nor Dissatis5ie$Dissatis5ie$
7 'ttention 5ocuse$ on you)not other customers$uring $eli*ery+Duration o5 time taken tocom-lete the $eli*ery -rocess
> 'bility to $eli*er *ehicleat re&ueste$ time )s-ecial
$ates, aus-icious times etc.,+%he manner in whichyour *ehicle was$eli*ere$
E 4uantity o5 5uel -ro*i$e$
S'%&sf'c%&on on 0+'ce 'n 0/4s&c'+ '*5&ence
!. S-eci5y your le*el o5 satis5action with the -hysical ambience o5 sales -laceT ser*ice station.
Neither
S.N. Physical 'mbience Highly Satis5ie$ Satis5ie$ Dissatis5ie$ HighlySatis5ie$ nor Dissatis5ie$Dissatis5ie$
7 Con*enience o5 location accessibility)-arking 5acilities etc.,+Showroomneighborhoo$surroun$ing area )sa5e,clean, etc.,+
> Selection o5 $is-lay*ehicles )wi$eselection o5 colours,o-tions, etc.,+
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III. Satisfaction derived after the purchase of theMaruti Suzuki vehicle:
S'%&sf'c%&on on ser-&ce of %/e -e/&c+e
21. 7
E30ec%'%&ons Perce0%&onsG'0score
TANGIBLES E TANGIBLES P E)P
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right the 5irst time.
Highly Neither HighlySatis5ie$ Satis5ie$ nor Dissatis5ie$Satis5ie$ Dissatis5ie$Dissatis5ie$E > 7
E30ec%'%&ons Perce0%&onsG'0score
RELIABILITY RELIABILITY
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Highly Neither HighlySatis5ie$ Satis5ie$ nor Dissatis5ie$Satis5ie$ Dissatis5ie$Dissatis5ie$E > 7
E30ec%'%&ons Perce0%&onsG'0score
ASSURANCE ASSURANCE
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I Re-erse F'c%ors 6D&ss'%&sf4&n. F'c%ors9
22. (5 you ha*e -roblems with any o5 the 5ollowing attributes o5 the Maruti SuJuki,s-eci5y the reason)s+ 6
S.N. 'ttributes Reasons 5or Dissatis5action )S-eci5y+
7 Per5ormance o5 the *ehicle
Per5ormance o5 Show room
> Per5ormance o5 Ser*ice centre
@thers)S-eci5y+
( S$..es%&ons
>. (5 you ha*e any suggestions to im-ro*e the satis5action le*el o5 customers o5 MarutiSuJuki, -lease s-eci5y6