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    sundar rajan
    The document contains a survey examining customer satisfaction with automobile after-sales service. It collects personal details from respondents and asks them to rate their satisfaction with various factors of service quality, responsiveness, speed, cost and overall satisfaction. The summary of responses shows that 20-42% of respondents were satisfied or very satisfied with skilled technicians, on-time delivery and responsiveness, while 10-58% were dissatisfied or very dissatisfied with automated services, cost affordability and quality of services meeting expectations. Overall, 50% were satisfied or very satisfied with responsiveness but 40% were very dissatisfied, and 38% were satisfied or very satisfied with overall after-sales service quality while 35% were very dissatisfied.

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    Personal Details

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    sundar rajan
    21 views3 pages
    The document contains a survey examining customer satisfaction with automobile after-sales service. It collects personal details from respondents and asks them to rate their satisfaction with various factors of service quality, responsiveness, speed, cost and overall satisfaction. The summary of responses shows that 20-42% of respondents were satisfied or very satisfied with skilled technicians, on-time delivery and responsiveness, while 10-58% were dissatisfied or very dissatisfied with automated services, cost affordability and quality of services meeting expectations. Overall, 50% were satisfied or very satisfied with responsiveness but 40% were very dissatisfied, and 38% were satisfied or very satisfied with overall after-sales service quality while 35% were very dissatisfied.

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    The document contains a survey examining customer satisfaction with automobile after-sales service. It collects personal details from respondents and asks them to rate their satisfaction with various factors of service quality, responsiveness, speed, cost and overall satisfaction. The summary of responses shows that 20-42% of respondents were satisfied or very satisfied with skilled technicians, on-time delivery and responsiveness, while 10-58% were dissatisfied or very dissatisfied with automated services, cost affordability and quality of services meeting expectations. Overall, 50% were satisfied or very satisfied with responsiveness but 40% were very dissatisfied, and 38% were satisfied or very satisfied with overall after-sales service quality while 35% were very dissatisfied.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    21 views3 pages

    Personal Details

    Uploaded by

    sundar rajan
    The document contains a survey examining customer satisfaction with automobile after-sales service. It collects personal details from respondents and asks them to rate their satisfaction with various factors of service quality, responsiveness, speed, cost and overall satisfaction. The summary of responses shows that 20-42% of respondents were satisfied or very satisfied with skilled technicians, on-time delivery and responsiveness, while 10-58% were dissatisfied or very dissatisfied with automated services, cost affordability and quality of services meeting expectations. Overall, 50% were satisfied or very satisfied with responsiveness but 40% were very dissatisfied, and 38% were satisfied or very satisfied with overall after-sales service quality while 35% were very dissatisfied.

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    PERSONAL DETAILS

    1.Name: (Optional):

    2.Gender: Male Female

    3.Occupation: Government private others

    4.Age: 20-30 30-40 40-50 51-Above

    5.Salary: 15000 -25,000 25000-35,000 35,000 -50,000 50,000 above

    6.Qualfication: SSLC +2 Diploma Degree

    9.Married status Married Unmarried

    10. Type of vehicle do you have

    Two-wheeler only Four-wheeler only Both

    Section Il: This section examines various factors for after sales service satisfaction of
    customer of automobile.

    1= Very Dissatisfied:, 2= Dissatisfied:, 3= Neutral, 4= Satisfied, 5= Very Satisfied

    S.N FACTORS 1 2 3 4 5
    O
    A Quality of services
    1 I believe the service centers consists of skilled and
    experienced technicians
    2 The service center is highly automated.
    3 I believe that the service provided by the service center
    are highly effective.
    4 I believe the technicians are experienced.
    B Responsiveness of service centers
    1 I am satisfied with the complaint handling system of the
    service center.
    2 I am satisfied with the staff response of the service center.
    1= Very Dissatisfied:, 2= Dissatisfied:, 3= Neutral, 4= Satisfied, 5= Very Satisfied

    C Speed of the services


    I feel easy contacting the Service department to make an
    1 appointment.
    2 2 My vehicle used to be ready for collection at the agreed
    time. (on time delivery)
    3 The service centers informed me at relevant time of
    servicing
    D Cost of the services
    1 The cost for the service is affordable
    2 Discount facility is as per my satisfaction.
    3 The service center provides Various schemes on service
    There is various mode of payment available after service
    4 delivery at the service center. (cash, credit, cards, cheque)
    The price offered on the on-road service support are
    5 reasonable.
    E Customer satisfaction
    1 Quality of services is as per my expectation
    2 I am satisfied with its responsiveness of service centers.
    3 Speed of services is satisfactory.
    4 I am satisfied with the cost of services.
    5 I am overall satisfied with the quality of service after sales

     20% of the respondents are Very Satisfied and agreed that showroom has skilled
    and experienced technicians and 10% of the respondents are Very Dissatisfied
     22% of the respondents are Satisfied that showroom has Highly automated
    Service center and 40% of the respondents are Very Dissatisfied about automated
    Service center
     20% of the respondents are Satisfied about Staff response of the service center and
    18% of the respondents are Dissatisfied about Staff response of the service center
     42% of the respondents are Very Satisfied regarding On time delivery and 32% of
    the respondents are Very Dissatisfied regarding On time delivery
     14% of the respondents are Satisfied regarding Cost Of Service which Is
    Affordable and 58% of the respondents are Very Dissatisfied regarding Cost Of
    Service which Is Affordable
     25% of the respondents are Satisfied regarding Expectation Quality of services
    and 30% of the respondents are Very Dissatisfied regarding Expectation about
    Quality of services
     50% of the respondents are Very Satisfied and Satisfied regarding Responsiveness
    of service centers and 40% of the respondents are Very Dissatisfied regarding
    Responsiveness of service centers
     38% of the respondents are Very Satisfied and Satisfied regarding Overall
    satisfied with the quality of service after sales and 35% of the respondents are
    Very Dissatisfied regarding Overall satisfied with the quality of service after sales

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