NICM GANDHINAGAR

QUESTIONNAIRE FOR CONSUMERS PREFERENCES

1) Which among the following electronic items do you use? Product No of items a. T.V. __________ b. Washing machine __________ c. DVD player __________ d. Air condition __________ Name of the brand __________________ __________________ __________________ __________________

2) Do you think branded product requires less servicing compared to unbranded or assembled products? Strongly disagree Strongly agree T.V 4 1 5 1 1 1 2 2 2 3 3 3 2 3

Washing Machine 4 5 DVD player 4 5 Air Conditioner 4 5

3) Have you ever come across some problem using it? If no , go to Q8.

NICM GANDHINAGAR Product T.V Washing Machine DVD Player Air Condition Yes No

4) If yes, where did you go for repairing or servicing the electronic item? a. Company service station if it is under warranty period b. Company service station even after completion of warranty period c. Private repair shop d. If others, specify ______________. If the customer prefers company service station 1. Have you ever been to some private service centre? a. Yes b. No 2. What is the reason for not visiting a private service station? a. Lack of trust b. No knowledge c. Not convenient

5) Who is the decision maker in order to select the service station?

NICM GANDHINAGAR a. Spouse b. Children

c. Parents

6) How did you come to know about the service station? a. Yellow pages b. Internet Search c. Friends/Relatives d. Self informed

7) Which factors did you consider while selecting service station/ repair shop? Mark your preferences on the scale on 1 to 5 where, Where 1=least preferred & 5= most preferred ( skip Q. no 8, go to 9) Attributes most preferred Convenience 5 Quick Services Past experience 5 Home service 1 1 1 2 2 1 1 1 1 2 2 2 2 3 3 3 least preferred 1 2 2 3 3 3 4 4 4 2 3 3 4 4 4 5 3 4 4 5 5 4 5

Providing Substitute 1 Economical 5 Ambiance Accuracy of Billing 5 Original equipment 5

NICM GANDHINAGAR Assurance 5 Good behavior 1

1 2

2 3

3 4

4 5

8) Which of the following parameters do you think are vital for a service station or a repair shop? Attributes Not important at all extremely important Convenience 5 Quick Services Past experience 5 Home service 1 1 1 1 1 2 1 1 2 2 3 2 2 3 3 4 1 1 2 2 2 3 3 4 4 5 1 2 2 3 3 3 4 4 5 2 3 3 4 4 4 5 3 4 4 5 4 5

Providing Substitute 5 Economical 5 Ambiance Accuracy of Billing 5 Original equipment 1 Assurance 5 Good behavior

9) How much time can you give the service personnel to get your product repaired?

NICM GANDHINAGAR Product/tim 2hrs T.V. Washing DVD Player Air

8hrs - 16

16hrs -24

24hrs- 48

10) What do you prefer in terms of getting you electronic items repaired? Product I dont have any problem visiting the service station I prefer Service personnel visits your place Depends on convenienc e

T.V Washing Machine DVD Player Air Conditioner

11) Do you think past experience with of a repair shop/ companys service station shape a customers decision in going to the same place when problem arises in the future? Products Do not agree at T.V. 1 2 3 4 agree5 all.................Strongly DVD Players 1 2 3 4 5 Washing 1 2 3 4 5 Air Conditioner 1 2 3 4 5 Machine 12) Do you think its proper to pay charges for just inspecting your product under the following situations? Products Company service station before warranty period Company service station after warranty period Private repair shop T.V. Ye s Washin Air DVD g Players conditio n Machin No Yes No Yes No Ye No s

NICM GANDHINAGAR 13) Are you willing to pay some extra amount if the service personnel visits your place to service the electronic items? a. Yes b. No

14) Comment on the pricing strategies of service stations of branded electronics items? a. Bill amount is highly inflated b. Inflated c. Somewhat inflated d. As per services and parts replaced

15) Rate the following factors which you think are important in terms of standardization? Extremely

Factors

Extremely 3 3 3 3 4 4 4 4 5

Unimportant important Labour charges 1 2 5 Taxes 1 2 5 Parts replacement cost 1 2 5 Guarantee/warranty 1 2

16) What is your view about private repair shop when compared with a company service station? Unreliable 1 2 3 4 5 6 7 Reliable Delayed service service Duplicate parts replacement part replacement Economical Have to visit service station service No after service support sales support 1 2 3 4 5 6 7 1 2 3 4 5 6 7 home after 1 2 3 4 5 6 7 Costly original 1 2 3 4 5 6 7 quick

1 2 3 4 5 6 7

Name: __________________________________________________

Gender: Male

Female

Age: than 35

16-20

21-25 26-30 31-35 More

Family 20,000 Income: than 35,000

0 10,000 21,000 3o, ooo

11,000 More

Occupation: Professional Home maker

salaried

Student

Area/location: