Annexure 1
QUESTIONNAIRE
1) Customer profile
a) Name
b) Occupation
c) Age
d) Income
e) Address:1) Do you own a car?
a
Yes
b No
2) Factors affecting customer satisfaction towards Mahindra First choice ltd
(a) Feature
(b) Low Maintenance
c
Looks
d After Sales Service
3) Customer opinions towards fuel consumption after servicing from Mahindra First
choice ltd
(a) Extremely Satisfied
(b) Satisfied
(c) Neutral
(d) Dissatisfied
4) Customer opinions toward Safety and Comfort At Mahindra First choice ltd
(a) Extremely Satisfied
(b) Satisfied
(c) Neither Satisfied & Dissatisfied
(d) Dissatisfied
5) Customer opinions toward Design of the service station at Mahindra First choice Ltd
(a) Extremely Satisfied
(b) Satisfied
(c) Neutral
(d) Dissatisfied
6) Customer opinions toward space availability at service station of Mahindra First choice
Ltd
(a)
More Satisfied
(b) Satisfied
(c) Neither Satisfied & Dissatisfied
(d) Dissatisfied
7) Customer satisfactions toward Maintenance of Mahindra First choice ltd?
(a) Extremely Satisfied
(b) Satisfied
(C) Neutral
(d) Dissatisfied
8) Are you aware about power steering maintenance at Mahindra First choice ltd?
(a ) Yes
(b) No
9) Customer perceptions about Mahindra First choice ltd
(a) Very Good
(b) Good
(c) Average
(d) Bad
10) Do you want to give any suggestion about any change in the service provided by the
Mahindra First choice ltd?
DATA ANALYSIS & INTERPRETATION
Table No.(1) Do you own a vehicle?
Yes
78%
No
22%
Source: Questionnaire
Figure:1
80%
70%
60%
50%
40%
30%
20%
10%
0%
Satisfied
Dissatisfied
Interpretation 1:
The sample drawn on probability basis shows that 78% of the customers were having a car
variant and only 22% were not having the car.
Observation:
Most of the respondents approached were having the car.
Table No: 2 Factors affecting customer satisfaction towards Mahindra first choice for
services
Factor
Features
Low Maintenance
Comfort
Style
After Sales Service
Source: Questionnaire
No. of Respondent
18
51
27
24
30
Percentage
12%
34%
18%
16%
20%
Figure:2
No. of Respondent
Features
Low
Maintenance
Comfort
Style
After Sales
Service
Interpretation 2: The sample drawn on the probability basis clearly shows that 34%
(51respondents) are the opinion that low maintenance is the satisfaction factor of servicing and
20 %( 30 respondents) of them who view After Sales Service as a vital factor for customer
satisfaction. Followed by Comfort which corresponds to 18 %( 27 respondents), Style with 16%
(respondents) and only 12%(18 respondents) of them view that features of servicing as
satisfaction factor.
Observation: Majority of the respondent are of the idea that low maintenance of the top most
feature contributing to customer satisfaction followed by after sales services comfort style and
features
As such, Mahindra First choice should focus on the aspects, which will enhance the customer
satisfaction and thus the market share
Table No: 3 Customer opinions towards fuel consumption after servicing of car
Factor
Extremely Satisfied
Satisfied
Neutral
Dissatisfied
Total
Percentage
27%
49%
17%
7%
100%
Source: Questionnaire
Figure: 3
Percentage
Extremely
Satisfied
Neutral
Satisfied
Dissatisfied
Total
Interpretation 3: 100% of the respondents 49% of the respondents approached were satisfied
with the fuel consumption after the servicing. Followed by 27% was extremely satisfied, 17% are
neutral and rest of the 7% is more dissatisfied with fuel consumption of service from Mahindra
First choice .
Observation: As majority of the respondents are satisfied with the fuel consumption of car
serviced from, the company should maintain the same standard and it is suggested to come up
with suitable measure to reduce the negative opinion among the consumer who are of the opinion
that the fuel consumption is a dissatisfying factor.
Table No: 4 Customer opinions toward Safety and Comfort.
Factor
Extremely Satisfied
Satisfied
Neither Satisfied & Dissatisfied
Dissatisfied
Total
Source: Questionnaire
Percentage
23%
47%
20%
10%
100%
Figure: 4
Percentage
Extremely
Satisfied
Satisfied
Neither
Satisfied &
Dissatisfied
Dissatisfied
Total
Interpretation 4: 100% of the respondents 47% of the respondents approached were satisfied
with the safety and comfort feature of the servicing. Followed by 27% was extremely satisfied,
17% are neutral and rest of the 7% was dissatisfied with safety and comfort features of servicing
at Mahindra First choice ltd.
Observation: As majority of the respondents are satisfied with the safety and comfort feature of
Mahindra First choice services , the company should maintain the same standard and it is
suggested to come up with suitable measure to reduce the negative opinion among the consumer
who are of the opinion that the fuel consumption is a dissatisfying factor.
Table No: 5 Customer opinions toward Design of the service station.
Factor
Extremely Satisfied
Percentage
20%
Satisfied
Neutral
Dissatisfied
Total
Source: Questionnaire
40%
27%
13%
100%
Figure: 5
Percentage
Extremely
Satisfied
Satisfied
Neutral
Dissatisfied
Total
Interpretation 5: 100% of respondents 40% of the respondents approached were satisfied with
the Design of the Service station. 20% were more satisfied, 27% of them neutral and 13% are
dissatisfied with the design of the service station.
Observation: As majority of the respondents are satisfied with the design of Mahindra Service
station, the company should maintain the same standard and it is suggested to come up with
suitable measure to reduce the negative opinion among the consumer who are of the opinion that
the fuel consumption is a dissatisfying factor.
Table No: 6 .
Factor
More Satisfied
Satisfied
Neither Satisfied & Dissatisfied
Percentage
27%
53%
17%
Dissatisfied
Total
Source: Questionnaire
3%
100%
Figure: 6
Percentage
More
Satisfied
Satisfied
Neither
Satisfied &
Dissatisfied
Dissatisfied
Total
Interpretation 6: The sample drawn on the probability basis shows that out of 100% of
respondents 53% of the respondents approached were satisfied with the space availability of the
space at the service station,as they dont have to wait much for the servicing. 27% were more
satisfied, 17% of neither satisfied and dissatisfied and 3% are dissatisfied with the space
availability at the ssrvice station.
Observation: As 80% of the respondents are happy with the space availability of the space at
Mahindra first choice , it can be conducted that the company has undertaken proper R&D in this
aspect.
Table No: 7 Customer satisfactions toward Maintenance of car at Mahindra first choice ltd
Factor
Extremely Satisfied
Satisfied
Neutral
Percentage
23%
51%
21%
Dissatisfied
Total
Source: Questionnaire
5%
100%
Figure:7
Percentage
Extremely
Satisfied
Satisfied
Neutral
Dissatisfied
Total
Interpretation 7: The sample drawn on the probability basis shows that out of 100% of
respondents 51% of the respondents approached were satisfied with the maintenance of the car at
Mahindra First choice ltd. 23% were extremely satisfied, 21% of neutral and 5% are dissatisfied
with the maintenance at Mahindra First choice ltd.
Observation: Though majority of the customer are satisfied that the maintenance cost of
Mahindra First choice ltd & it is less, around 20% are not satisfied which may be because of
comparison of newly service station with the newly launched competing brands coming with
even lower maintenance cost.
Table No: 8 Customer awareness about power steering maintenance at Mahindra First
choice ltd.
Option
Aware
Unaware
Total
No. Of Respondent
120
30
150
No. Of Respondents (%)
80%
20%
100%
Source: Questionnaire
Figure: 8
No. Of Respondents
(%)
No. Of
Respondent
Option
20
40
60
80 100 120 140 160
Interpretation 8: Out of 100% of respondents, 80% of the respondents approached were aware
of the power steering present in some variant at mahidra First choice ltd and 20% were not aware
of the power steering present in some variant of power steering at Mahindra First choice ltd.
Observation: Most of the respondents approached were aware of power steering system
introduced in some variants at Mahindra First choice ltd.
Table No: 9 Customer perceptions about Mahindra First choice ltd
Very Good
20%
Source: Questionnaire
Good
47%
Average
21%
Bad
12%
Very Bad
-
Figure: 9
20% 47% 21% 12%
1
20% 47% 21% 12%
0.8
0.6
0.4
0.2
0
Very Bad
Interpretation 9: The sample drawn on the probability basis shows that out of 100% of
respondents 47% of the respondents gave Good response to Mahindra First choice ltd. 20% gave
Very Good response, 21% gave Average response and 12% gave bad response to Mahindra First
choice ltd
Observation: As 67% of the respondents are satisfied that they are happy with Mahindra First
choice ltd, it satisfies that the customer satisfaction levels are very high. If the company were to
identify the pitfalls in their services and undertake remedial measure, thus it will lead to more
good word of mouth publicity.
