QUESTIONNAIRE

ON

“THE FACTORS RESPONSIBLE FOR

CUSTOMER SATISFACTION IN
RELIANCE MART”

Submitted to: Submitted by:

Mr. T. Thirumal Reddy Bidushi Bala (18011)

Kapil Mahajan(18021)
Questionnaire:
Dear Sir/Madam, We are student of Siva Sivani Institute of Management, Secunderabad
conducting a Research Study for our Retail Marketing Project. It is for Educational purpose and
is completely confidential.

Personal Detail

Name…………………………………………………………………………………………..

Address…………………………………………………………………………………………

Occupation…………………… Age…………………… Ph. No……………………………

In Which income group do you fall?

a) 0-10,000 b) 10,000-20,000

c) 20,000-30,000 d) 30,000-40,000

e) 40,000- Onward.

What rate would you like to give to Reliance Mart for its service quality in terms of
RATER?

Excellent Very Good Good Fair Poor

5 4 3 2 1

a) RELIABILITY: - Accuracy of billing, Meeting promised delivery date.

5 4 3 2 1

b) ASSURANCE (Trust):- Guarantee and Warrantees return policy.

5 4 3 2 1

c) TANGIBILITY: - Appearance of store, Sales people.

5 4 3 2 1

d) EMPATHY: - Personalized service, Receipt of Notes, Email, Recognition by

name.
 5 4 3 2 1

e) RESPONSIVNESS: - Returning call and E-mails, Giving Prompt service.

5 4 3 2 1

1. How often do you visit Reliance Mart?

a) Daily b) Weekly

c) Monthly d) Alternate day

2. Do you think Reliance Mart meets your expectation in terms of Performance and
Quality?
a) All of the time b) Most of the time

c) Some of the time d) Just now and then

3. What attract you more to Reliance Mart from its competitor?

a) Price b) Product Assortment

c) Product Quality d) Promotional Offer

e) Employee Behavior f) All of the above

g) If any other please specify ……………………………………………………..

4. Do you find Customer Service Desk Co-operative?

a) Yes b) No

c) If No then please specify………………………………………………………….

5. Are you satisfied with the billing process?

a) Yes b) No

c) If No then please specify……………………………………………………………

6. Are you satisfied with the ambience of store?

a) Very Satisfied b) Somewhat Satisfied

b) Neither Satisfied nor Dissatisfied. c) Somewhat dissatisfied

d) Very dissatisfied.
 7. Do you think, CSA (Customer Service Associate) assist you during purchase?
a) Very often b) Often

c) Sometimes d) Rarely

e) Never

8. How attractive are the Promotions in your views?

a) Very attractive b) Fairly attractive

c) Neutral d) Not so attractive

e) Not at all attractive.

9. Are you satisfied with the gift voucher redemption process?

a) Very satisfied b) Somewhat satisfied

c) Neither satisfied nor dissatisfied d) somewhat dissatisfied

e) Very dissatisfied

10. Do you find there is minimal price of product in Reliance Mart?

YES 5 4 3 2 1 NO

11. Do you find your choice of product always available in Reliance Mart? Please give
rating as per your visit.

Available 5 4 3 2 1 Not Available

12. Does it worth holding Reliance One membership card?

a) Yes b) No

If no please specify…………………………………………………………………….

13. Give your preference.

a) Reliance Mart b) Big Bazar c) Vishal Megha Mart d) Others

15. Would you like to recommend Reliance Mart to other for Shopping?
a) Yes b) No

c) If No then please specify………………………………………………………….