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A STUDY ON CUSTOMER SATISFACTION LEVEL TOWARDS YAMAHA MOTORS

PVT.LTD

Dear Respondent,

I AM HASSAN TANVEER pursuing Second year MBA at P.A COLLEGE OF

ENGINEERING, Mangalore. As a part of my curriculum, I have undertaken a project work titled

CUSTOMER SATISFACTION LEVEL with regard to this, I request you to kindly fill in the

questionnaire and tick in the appropriate places, kindly oblige by filling in the questionnaire as

sincerely as possible. I further bring to your kind notice that the information provided by you

shall be kept confidential and will be used for academic endeavors.

PART 1

1. Name (optional)

2. Gender

(a) Male (b) Female

3. Age (years)(a) Below 20 (b) 2030 (c) 3040(d) 40-50 (e) 50-60 (f) Above 60

4. Annual income (Rs P.a)(a) Below 2 lacs (b) 2

5 lacs(c) 510 lacs (d) above 10 lacs

5. Occupation

(a) Student (b) Professional (c) Business(d) Employed (e) House wife (f) others

6. Marital status(a) Married (b) Single

7. Educational Qualification.(a) SSLC (b) PUC (c) UG

(d) PG (e) Professional (f) others

PART 2

6. Which motorcycle do you have?

a) Hero Honda b) Bajaj c) Honda d) TVS e) Suzuki

f)Yamaha g) other please specify

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7. Which model do you own?

YAMAHA: a) Yamaha FZ b) Fazer c) YAMAHA R15 d) other

BAJAJ: a) pulsar b) discover c) CT 100 d) other

TVS: a) flame b) apache c) star city d) other

HERO HONDA: a) passion + b) CBZ c) Karizma d) other

if Other please specify

8. How did you first learn about the motorcycle you purchased?

a) Dealership b) friend c) product show d) family

e) magazine articles f) saw one in use g) if other please specify

9. Since how long do you own a bike?

a) 0-1 year b) 1-2 year

c) 2-3year d) above 3 year

10. For what purpose do you use your motor bike?

a) Office purpose b) personal use

c) Joy purpose d) other

11 .Does advertisements influence your decision in choosing a Yamaha bikes?

a) Yes b) No

12. Do you have full knowledge about bike before you purchase?

a) Yes b) No

13. Which factor below influence your decision?

a) Price b) mileage c) quality d) resale value

e) status symbol f) if other please specify

DURING SALES EVALUATION:

14. When you bought your new motorcycle, how satisfied were you with the performance of the

dealership sales personnel on each of the items below?

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Factor Strongly

Disagree

Di agree Neutral Agree Strongly

agree

attitude (friendliness)

Explanation of product

featuresExplanation of sales termsand conditions.

15. How satisfied are you with the dealer shop?

Factor Strongly

Disagree

Di agree Neutral Agree Strongly

agree

Product display

Cleanliness

Atmosphere

PERFORMANCE OF BIKE

16. How do you rate your satisfaction with regards to performance of your bike?

AFTER SALES EVALUTION:

17. After you bought your new Yamaha, did the dealer staff;

Factor Strongly

Disagree

Disagree Neutral Agree Strongly

agree

Salesman follow up forfirst experiences

did the dealership remindyou for first services due

Did the dealership take

prompt actions to yourcomplaints

Suggestions

Factor Strongly

Disagree

Disagree Neutral Agree Strongly

agree

Price

Pick up

Maintenance

Fuel consumption

Look/ shape