APPENDICES

A STUDY ON CUSTOMER’S PERCEPTION TOWARDS SERVICE QUALITY IN

RAMANI HYUNDAI SALEM WITH REFERENCE TO HYUNDAI I20

Personal Details:

1. Age :________________
2. Gender : ________________
3. Marital status : ________________
4. Educational qualification : ________________
5. Income : ________________
6. Native :_________________
7. Place of purchase : ________________
8. Occupation : ________________

EXPRESS YOUR OPINION ON THE FOLLOWING FACTORS

Attributes

(SA-Strongly agree) (A-Agree) (N-Neutral) (D- Disagree) (SD- Strongly disagree)

SA A N D SD

1 Providing service as promised

2 Sincere in solving the problem

3 Performing service right at the first

Time

4 Providing service at the promised

Time

5 Maintaining error free records.

Information about service

6
Performance is been
communicated.

7 Providing prompt service.

8 Employees responding to your

Request.

9 Employees are trust worthy.

Feeling comfortable while

10
interacting

With employees.

11 Employees are knowledgeable

12 Equipments are up-to-date

13 Visually appealing facilities

14 Employees appearance is neat and

professional

15 Communication material

16 Convenient operating hours

17 Needs understood by employees

18 Convenient in reaching the outlet

19 Employees giving special interest at

heart

20 Individual attention is given

21 Any suggestions for improvement.

REFERENCE

1. Kothari, C.R., “Research Methodology”, Kitab and Mahal, 16th edition, 2005, Allahabad.

2. Guptha.S.P “Statistical Method” 30th Edition, Sultan Chand and Sons

3. Philip Kotler, “Principles of Marketing”, Prentice – Hall of India, New Delhi 2001.

ARTICLES

Dr.T.Jothimurugan Asst Professor and Dr.A.C.Kannan Professor” Service Quality Gap

Analysis Indian Banking Industry: A Perspective from Customers and Bank Officials”

S.P.Thenmozhi Asst Professor and Dr.D.Dhanapal Director “RETAIL SERVICE

QUALITY-A CUSTOMER PERCEPTION ANALYSIS”

WEBSITES:

www.wikipedia.com

www.googlesholar.com

www.hyundai.com