A STUDY OF CONSUMER BEHAVIOUR TOWARDS MARUTI CARS IN SALEM DISTRICT, TAMILNADU A. PERSONAL PROFILE: QUESTIONNAIRE 1. Name of the Respondent 2. Gender: (a) Male [ ] (b) Female [ ] 3. Age of the Respondent in years : (a) Below 25 years [ ] (b) 26-35 years [ ] (c) 36-50 years [ ] (d) Above 50 years [ ] 4. Educational qualification : (a) Illiterate [ ] (b) School [ ] (c) College [ ] (d) Professional [ ] 5. Occupation : (a) Agriculturist [ ] (b) Government Employees [ ] (c) Private Employees [ ] (d) Professionals [ ] (e) Businessman [ ] 6. Family Income per annum : (a) Up to Rs.3, 00,000 [ ] (b) Rs.3,00,001-Rs. 5,00,000 [ ] (c) Rs.5, 00,001-Rs.8, 00,000 [ ] (d) Above Rs.8, 00,001 [ ] 7. Marital status : (a) Married [ ] (b) Unmarried [ ] 8. Size of the family : (a) Upto 3 members [ ] (b) 3-6 members [ ] (c) Above 6 members [ ] 9. Nature of family : (a) Nuclear Family [ ] (b) Joint Family [ ] 10. Wealth position (including land, building, vehicles and cash etc...). (a) Below Rs.10 lakhs [ ] (b) Rs.11 lakhs to Rs.20 lakhs [ ] (c ) Rs.21 lakhs to Rs.30 lakhs [ ] (d) Rs.31 lakhs to Rs.40 lakhs [ ]
B. Information on Purchase Behaviour : 11. Mention the sources of awareness about the car. (a) Advertisements [ ] (b) Friends [ ] (c) Relatives & Neighbours [ ] (d Colleagues [ ] (e) Own ideas [ ] (e) Dealers [ ] 12. Through which kind of Advertisement Media buyer can know about Maruti cars. (a) News papers [ ] (b) Television [ ] (c) Internet [ ] (d) Posters and Banners [ ] (e) Notices and Wall posters [ ] (f) Radio [ ] (g) Magazines [ ] 13. How long have you been using the car? (a) 1-3Years [ ] (b) 3-6 Years [ ] (c) 6-9 Years [ ] (d) 9-12 Years [ ] 14. Who influenced your purchase decision of car? (a) Self [ ] (b) Husband [ ] (c) Wife [ ] (d) Children [ ] (e) Friends [ ] (f) Relatives [ ] (g) Colleagues [ ] (h) Neighbours [ ] (i) Parents [ ] 15. State the purpose for which you own a car. (a) Personal use [ ] (b) Business use [ ] (c) Both Personal and Business uses [ ] 16. Which type of car did you own? (a) New car [ ] (b) Second hand car [ ] 17. Mention from where you bought your car. (a) Dealer shop [ ] (b) Sub-Dealer shop [ ] (c) Brokers [ ] (d) Friends [ ] (e) Relatives [ ] (f) Neighbours [ ] (g) Car Mechanic [ ] 18. What model of Maruti car have you owned? (a) Maruti 800 [ ] (b) Alto [ ] (c) Omni [ ] (d) Gypsy [ ] (e) Estela [ ] (f) Wagon R [ ] (g) Eeco [ ] (h) Zen [ ] (i) Ritz [ ] (j) Swift [ ] (k) SX4 [ ] (l) DZire [ ]
19. Mode of purchase of your car. (a) Cash Basis [ ] (b) Credit Basis [ ] (c) Loan from Bank [ ] (d) Private finance [ ] 20. If it is Bank finance, State the reason for availing bank loan. (a) Less formalities [ ] (b) Easy repayment [ ] (c) Strict Procedure on non repayment by private financiers [ ] 21. What is your repayment mode of car loan? (a) Monthly instalment [ ] (b) Once in 3 months [ ] (c) Once in 6 months [ ] (d) Yearly instalment [ ] 22. What kind of Fuel is used in your car? (a) Petrol [ ] (b) Diesel [ ] (c) LPG [ ] 23. What is the Reason for using particular fuel? (a) Low maintenance cost [ ] (b) Engine safety & long life [ ] (c) Minimization of pollution [ ] (d) Low fuel consumption [ ] (f) Safety for LPG [ ] 24. How many kilometers will your car give for every one liter petrol / Diesel/LPG? (a) Up to 10 kms [ ] (b) 11 to15 kms [ ] (c) 16 to 20 kms [ ] (d) 21 to 25 kms [ ] (e) 26 to 30 kms [ ] 25. Whether you have fitted gas kit in your car? (a) Yes [ ] (b) No [ ] 26. If yes, state the reason for fitting gas kit. (a) Economical [ ] (b) Fuel efficiency [ ] (c) Easy availability [ ] 27. State the reasons for selecting particular brand of car. (a) Status symbol [ ] (b) Economy price [ ] (c) Fashion and changes [ ] (d) New Technology of Car [ ]
PART C 28. Please Put ( ) mark the extent to which factors influenced of your purchase of car you own now. S. No. Attributes Minor Influence Fair Influence Occasionally influence More Influence Major Influence 1. Maintenance Cost 2. Price Range 3. Family members 4. Fuel consumption 5. Style 6. Appearance and Comfort 7. After sales service 8. Engine power 9. Road Grip 10. Safety feature 11. Seating space 12. Leg space 13. Boots space 14. Availability of spare parts 15. Nearest service station 16. Resale value 17. Free Gift/offers 18. Latest technology 19. Parking convenience 20. Advertisement 21. Brand image 22. Pick up 23. Social status
PART D: 29. Level of satisfaction of consumers about After purchase experience of Maruti cars. Please indicate by tick mark in the relevant column against each item. HS Highly Satisfied S Satisfied NSND Neither Satisfied Nor dissatisfied DS Dissatisfied HDS Highly Dissatisfied S.No. Attributes HS S NSND DS HDS 1. Low Fuel consumption 2. Choice of colors 3. Tube less Tyre 4. Styles 5. Look and comfort 6. Disk Break 7. Engine power 8. Road Grip 9. Safety feature 10. Seating space 11. Leg space 12. Boots space 13. Alloying wheels 14. Resale value 15. Air-condition 16. Brake condition 17. Air-pollution 18. Lighting power 19. Brand image 20. Pick up 21. Audio system 22. Power Windows 23. Centre lock 24. ABS safety 25. Wiper 26. Power steering 27. Parking convenience 28. Ground clearance
30. Level of satisfaction about attributes of car that influenced to buy. (From the point of view of Price and Place). S.No. Attributes HS S NSND DS HDS 1. Maintenance cost 2. Price range 3. Service charges 4. Accessibility 5. Availability of spare parts 6. Availability of service station 31. Level of satisfaction about attributes of car that influenced to buy. (From the point of view of sales Promotion) S.No. Attributes HS S NSND DS HDS 1. After sales service 2. Latest technology 3. Advertisement 4. Sales Team Competency 5. Free Gifts 6. Offers 7. Loan Facilities 8. Social status 9. Free insurance 10. Sales contest Part E: This section deals with the information relating to future purchase of the respondents and their switch over brand. 32. How frequently do you change the car? (a) Below 5 years [ ] (b) 5-10 years [ ] (c) 10-15 Years [ ] (d) Above 15 years [ ] (e) No fixed & duration [ ] 33. Would you prefer to buy the same brand again that already you had in case of replacement of old car? (a) Yes [ ] (b) No [ ]
34. If no, state the reason. (1) Lack of new model [ ] (2) Not up to his satisfaction [ ] (3) Lack of new technology [ ] 35. Do you want to own more than one car? (a) Yes [ ] (b) No [ ] 36. If yes, which brand will you choose? (a) Maruti 800 [ ] (b) Alto [ ] (c) Omni [ ] (d) Gypsy [ ] (e) Estela [ ] (f) Wagon R [ ] (g) Eeco [ ] (h) Zen [ ] (i) Ritz [ ] (j) Swift [ ] (k) SX4 [ ] (l) DZire [ ] 37. Do you like to suggest your Friends and Relatives about the buying of Maruti cars? (a) Yes [ ] (b) No [ ] 38. If Yes, State the reason. (a) Low maintenance cost [ ] (b) Easy Availability of spare parts [ ] (c) Resale value [ ] (d) Low fuel Consumption [ ] AFTER-SALES SERVICE: 39. Are you recognized properly by your dealer after you bought the car? a) Yes [ ] b) No [ ] 40. If yes, how often the dealer contacts you? a) Once in a fortnight [ ] b) Once in a month [ ] c) Once in 3 months [ ] 41. What is the purpose of contact by your dealer? a) Courtesy call [ ] b) Reminding about the free and payment services [ ] c) Establishing a good relationship through service and Maintenance team [ ] d) Greeting at the time of festivals [ ] e) Information about new models [ ] f) Road show / campaign [ ]
42. What is your expectation from the dealers? a) Mobile service facility [ ] b) Immediate replacement of spare parts [ ] c) To be a bridge between the insurer and the insured through cordial rapport [ ] d) Extending a helping hand during insurance claims [ ] 43. State your opinion on the after sales service of your dealer. a) Highly Satisfied [ ] b) Satisfied [ ] c) Dissatisfied [ ] d) Highly dissatisfied [ ] [[ 44. Please rank your problems met with your dealers. S.No. Problems Rank 1 Longer time for servicing 2 Higher cost of service 3 Lack of offering highly reliable service 4 Others specify IMPACT OF PERSONAL SELLING: 45. Who approached you to highlight the features of your Maruti car? a) Salesman [ ] b) Service engineer [ ] c) Sales manager [ ] d) Dealers [ ] e) Demo [ ] 46. How many times did they approach you before you select the car?.. Times 47. Whether you are convinced through their canvassing? a) Yes [ ] b) No [ ] 48. If no, why were you not convinced? a) Lack of knowledge in clarifying the doubts of a particular brand [ ] b) Unable to answer certain queries related to operation and performance [ ] c) Poor discount / gift on sale [ ] IMPACT OF ADVERTISEMENT: 49. Through knowledge of advertisement about the brand of car only which you bought now? a) Yes [ ] b) No [ ]
50. Will you recommend to others to buy brand of car you owned now? a) Yes [ ] b) No [ ] PROBLEMS: 51. Please rank the problems faced by you in using your brand of Maruti car? S.No. Problems Rank 1 Unable to control high speed 2 Not sturdy (robust) 3 Inadequate size of the cab 4 Lack in comfort and convenience in seating 5 The out dated technology in low-cost and economy models 6 Exorbitant price (compared to China s market price) 7 Poor pickup during additional load 8 Difficult to driving on road 9 Starting trouble and Mileage Problem 10 Passenger Discomfort 11 Non-availability of spare parts 12 High cost of services 52. State your suggestion for improving the sales of Maruti cars in India. Thank you