QUESTIONNAIRE

SERVICE QUALITY A CASE STUDY OF NSF BAJAJ, JAMMU

I Tanmeet Kour of B.B.A Semester Vth is undertaking my project report of B.B.A degree from
Govt. S.P.M.R College of Commerce affiliated with University of Jammu.
In view of this, I am conducting a survey towards Service Quality a case study of NSF BAJAJ,
Jammu
The contents of this questionnaire are only for the academic purposes and information provided
by you will be kept confidential.

DEMOGRAPHIC INFORMATION

1. Name:

2. Age:

(a) Below 20 years (b) 21-30 years (c) 31-40 years (d) 41-50 years

3. Gender:

(a) Male (b) Female

4. Company Product Bought:-

5. Occupation:-

a) Business man b) Govt. Employee c) Private Employee d) Student e) Retired f) Farmer

GENERAL INFORMATION

6. Test drive was offered before purchasing vehicle.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
7. For how long do you own the vehicle:-

a) Less than a year.

b) 1 to 3 years.
c) 3 to 5 years.
d) More than 5 years.

8. What convinced you to buy our product?

a) Price Range
b) Looks & Features
c) Service Quality
d) All of the above

9. For what purpose do you use your vehicle?

a) Office Work
b) Personal
c) Enjoyment
d) Others (Please Specify) _________________-

10. Which transaction you used to purchase the vehicle?

a) Cash
b) Bank Loan
c) Friend/Relative
d) Instalment

11. From the following factors given below, tick the foremost important factor which
influenced your decision while purchasing the vehicle?

a) Price
b) Mileage
c) Quality
d) Resale Value
e) Other
After Sale Service

12. Information is being conveyed on service of your product regularly.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

13. Staff attends you immediately when you enter the showroom.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

14. Cleanliness and comfort of service reception and Customer Waiting Lounge/Area is
excellent.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

15. Staff understands vehicle issues and queries.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

16. Vehicle is delivered at allotted time after service.

a) Strongly dissatisfied.
b) Dissatisfied.
c) Neutral.
d) Satisfied.
e) Highly satisfied.
Service Satisfaction

17. If new bike with good features come in, would you like to upgrade your vehicle?

a) Yes
b) No
c) Maybe

18. Authorized service station has sophisticated tools and techniques.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

19. Service stations kept open on Sundays is a good step.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

20. Spare parts being provided are of high quality.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

21. Service/repair charges are reasonable.

a) Strongly dissatisfied.
b) Dissatisfied.
c) Neutral.
d) Satisfied.
e) Highly satisfied.
22. Service centre staff is very understanding.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

On Road Services

23. There are major problems with Bajaj vehicle.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

24. On road breakdown support is very quick.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

25. Labour charges are very satisfactory as compared to local mechanics.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

Promotion Basis

26. In comparison to other companies Bajaj Service Department is better.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.
27. Service Centre is your first preference to get your vehicle serviced.

a) Strongly disagree.
b) Disagree.
c) Neutral.
d) Agree.
e) Strongly Agree.

Thankyou for your participation