BIBLIOGRAPHY

Bibliography Books :

Kothari C.R (2004) : Research Methodology Methods & Techniques “, New Age
International Publisher, New Delhi, 2nd edition.

Richard I. Levin, David S.Rubin (2004) : “Statistics for Management” , Prentice

Hall Of India Private Limited, New Delhi, 7th edition.

Jayaram, N.and Sandhog, R.S (1998) , Housing in India - Problems, Policy and
Perspectives, B.R. Publishing Corporation, Delhi.

Jeffery Gitomer (1998), Customer satisfaction is worthless : Customer loyalty is

priceless: How to make customer love you, keep them coming back and tell
everyone they know, Austin TX: Board Press.
 ANNEXURE

1) Customer Profile .
Name
Occupation
Age
Income
Address

2). Are you a satisfied with Hero MotoCorp ?

Yes
No

3). It ”Yes” Which factor you consider is satisfies you most ?

Feature
Low Maintenance
Looks
After Sales Service

4). Are you satisfied with Safety and Comfort of Hero MotoCorp?
Extremely Satisfied
Satisfied
Neutral
Dissatisfied

5). Are you Satisfied with the design ?

Extremely Satisfied
Satisfied
Neutral
Dissatisfied

6) Are you satisfied with space available inHero MotoCorp?

Extremely Satisfied
Satisfied
Neutral
Dissatisfied
7). Are you satisfied with Maintenance cost ?
Extremely Satisfied
Satisfied
Neutral
Dissatisfied

8) Are you aware about power steering present in Hero MotoCorp?

Yes
No
9) Your general perception about Hero MotoCorp?
Extremely Satisfied
Satisfied
Neutral
Dissatisfied

10) Experience with Hero MotoCorp:

• Have you purchased a Hero MotoCorp vehicle in the past?
Yes
No
• How long have you been a customer of Hero MotoCorp?
Less than 1 year
1-3 years
3-5 years
More than 5 years
Product Satisfaction:
11. Which Hero MotoCorp vehicle(s) do you own or have you previouslyowned?
(Check all that apply)

Hero Pleasure

Hero Passion Pro

Hero Duet

Hero Glamour
Others (please specify):
 12. Please rate your overall satisfaction with the Mahindra and Mahindra vehicles
you own or have owned:
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied

13 . factors influenced your satisfaction level with Mahindra and Mahindra vehicles?
(Check all that apply)
Performance
Reliability
Design and Styling
Comfort
Safety Features
Fuel Efficiency
After-sales Service
Price
Brand Reputation
Others (please specify):

Customer Service:
14. How would you rate the customer service provided by Mahindra and Mahindra?

Excellent
Good
Average
Poor
Very Poor
15. Have you faced any issues or challenges with the after-sales service or support
from Mahindra and Mahindra?
Yes
No
If yes, please briefly describe the nature of the issue or challenge:
Future Purchase Intentions:

16. Would you consider purchasing another Mahindra and Mahindra vehicle in the
future?

Yes
No
Maybe
17. What improvements or changes would you like to see in Mahindra and Mahindra
vehicles or services to enhance your satisfaction as a customer?
Additional Comments:

16. Do you have any other feedback or comments regarding your experience with
Mahindra and Mahindra?

Customer Opinion Survey: Fuel Consumption

17. On a scale of 1 to 5, how significant of a factor is fuel consumption in your

vehicle purchasing decision?

Not significant at all

Slightly significant
Moderately significant
Very significant
Extremely significant

Customer Opinion Survey: Safety and Comfort

17. How important are safety and comfort features when choosing a vehicle?
 Not important at all
Somewhat important
Moderately important
Very important
Extremely important
Customer Opinion Survey: Design

18. How much does the design of a vehicle influence your overall perception of the
brand?

Not influential at all

Slightly influential
Moderately influential
Very influential
Extremely influential
Customer Opinion Survey: Space Availability

19. How important is the availability of interior space in a vehicle when considering a
purchase from Mahindra & Mahindra?

Not important at all

Slightly important
Moderately important
Very important
Extremely important
Customer Satisfaction Survey: Maintenance

20. How satisfied are you with the maintenance service provided by
Hero MotoCorp for your vehicle(s)?

Very satisfied

Satisfied
Neutral
Dissatisfied
Very dissatisfied
Customer Awareness Survey: Power Steering

21. How familiar are you with the concept and functionality of power
steering invehicles?

Very familiar
Somewhat familiar

Neutral
Not very familiar
Not familiar at all
Customer Perception Survey: Hero MotoCorp

22. How would you describe your overall perception of Hero MotoCorp
as anautomotive brand?

Very positive

Positive

Neutral
Negative
Very negative