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214

APPENDIX – (i)

CONSUMER BEHAVIOUR AND PURCHASE DECISION (A Study with Special Reference to Consumers of Selected Car Owners in

Krishnagiri District)

Questionnaire to the Car Owners

PART –I (Personal Information)

1. Name :

2. Age :

a) Below 30 [ ] b) Above 30- Below 40 [ ]

c) Above 40- Below 50 [ ] d) Above 50 [ ]

3. Sex : Male / Female

4. Education :

a) No Formal Education [ ] b) School Level [ ]

c) College Level [ ] d) Any other, Please specify :-------------

5. Occupation :

a) Agriculture [ ] b) Business [ ]

c) Salaried Employee [ ] d) Professional [ ]

e) Retired [ ] f) Unemployed/Student [ ]

g) Any other, Pleas Specify :--------------------------------------------------------

6) Annual Income from all other sources (Housewife has to Indicate her family

income)

a) Below Rs. 2,00,000 [ ] b) Rs,2,00,000 - Rs.3,00,000 [ ]

e) Above Rs.3,00,000 [ ]

7) Marital Status

a) Married [ ] b) Unmarried [ ]

If Married, how many children do you have

a) No Child [ ]

b) One/two children [ ]

d) More than two children [ ]

215

8) The distance between your residence and the place of work/ business/

Profession.

a) Below 5 kms [ ] b) Above 5 kms –Below 10 kms [ ]

c) Above 10 kms [ ]

PART –II ( Information Before Purchase)

9) What was the need for buying a car ?

a) Helps in attending to work related activities In time [ ]

b) Helpful in shopping [ ]

c) Gives me social status & Prestige [ ]

d) To travel as a whole family [ ]

e) Convenience [ ]

f) Not to depend on public transport [ ]

g) Any other, Please specify : ----------------------------------------------

10) Why didn‟t you depend on public transport

a) Over crowded [ ]

b) Time – consuming [ ]

c) No proper public transport facility [ ]

d) We have to sit and travel with all and sundry [ ]

e) Not convenient [ ]

f) Any other, Please specify :-------------------------------------------

11. Please indicate the month and the year you started thinking about the Purchase

of car ?

Month ---------------------Year ------------------

12. Please indicate the month and the year when you actually bought the vehicle ?

Month ------------------- Year -----------------

13. Is there any time gap between your intention to purchase a car and the actual

Purchase?

(If there is time gap)

Yes [ ] No [ ]

216

A) If yes, indicate the reason/ reasons for the time gap

i) Lack of sufficient information [ ]

ii) Non-availability of specific Brand [ ]

iii) Finance problem/selecting the right financiers [ ]

iv) To decide about the car model [ ]

v) Any other, please specify :-----------------------------------------

14. Please rank the following information source :

( Answer any five 1, 2, 3, 4, 5 in ascending order)

Sl.No. Sources of information Degree of Importance (Ranking)

1 Previous own experience

2 Friends & Relatives

3 Family members

4 Personal observation & Trial

5 Newspapers

6 Magazines

7 Company manual

8 Radio

9 Television

10 Internet

11 Hoarding & Posters

12 Dealer display

13 Consumer report

217

15. Generally, how do you judge the following attributes of cars, from the point of

degree of importance ?

( Rank it in ascending order like 1 , 2 , 3 , 4 , 5) :

Sl.No. Attributes Degree of importance (Ranking)

1 Economy in fuel

2 Economy in maintenance

3 Purchase price

4 Perceived prestige / brand image

5 warranty

6 Style

7 Size and Weight

8 Dependability & Durability

i) Pick – Up

j) Resale value

k) Manufacturer‟s repute

l) After sale service

16. Did you make a comparison of the attributes with different brands of vehicle

before you buy ?

yes [ ] No [ ]

A) If yes, how many brands you consider -----------------------

If yes, please specify the reason / reasons

i) Dealer‟s attitude [ ]

ii) Choice of brands [ ]

iii) Price range [ ]

iv) Free trial Drive [ ]

v) Performance of Vehicle [ ]

vi) Any other. Please specify : ------------------------------------------

218

B) If no. what are the reasons ?

i) Other brands are not very popular [ ]

ii) Didn‟t feel the necessity [ ]

iii) Unaware of other brands/ Insufficient Information [ ]

iv) High Fuel consumption/Low mileage [ ]

v) No time to compare [ ]

vi) Any other, please specify -----------------------------------------

PART –III (Information at the time of Purchase)

17. If you have more than one car, indicate the time of latest purchase

Month ---------------------Year ------------------

18. How was the purchase financed ?

a) Own source [ ]

b) Own source & Car financiers [ ]

c) Car financiers [ ]

d) Loan from the employer [ ]

e) Commercial Banks [ ]

f) Any other , Please specify : -----------------------------------------

( If more than one source, state the proportion against each source.)

19) If borrowed, the reason for selecting a particular source of finance

a) Facility of longer EMI

(Equated Monthly Installments) [ ]

b) Low rate of interest [ ]

c) Less formalities [ ]

d) Easy availability [ ]

e) Fore closure facility [ ]

20. Whether you have purchased the same brand of car for the second time ?

( If it is not the first purchase)

Yes [ ] No [ ]

219

21. Which brand of car is the best in your opinion ?

a) Maruti [ ] b) Santro [ ] c) Ambassador [ ]

d) Tata [ ] e) Toyota [ ] f) Chevrolet [ ]

g) Any other, please specify: ---------------------------

22. Mention any two important reasons in support of your above statement:

i) --------------------------------------------------------------------------------

ii) --------------------------------------------------------------------------------

23. Furnish details regarding your car (Latest Purchase)

Sl.No. Name of the

vehicle Manufacturer

Brand &

Model

Year of

Purchase

1

2

3

24. Which of the following attributes of your vehicle helped you to take final

buying decisions ? :

Sl.No. Attributes Degree of Importance (Ranking)

1 Economy in fuel

2 Economy in maintenance

3 Purchase price

4 Perceived prestige / brand image

5 warranty

6 Style

7 Size and Weight

8 Dependability & Durability

9 Pick – Up

10 Resale value

11 Manufacturer‟s repute

12 After sale service

220

25. If a new model is introduced in the brand of car you own, would you change

your Vehicle?

Yes [ ] No [ ]

A) If yes, did you change it of the sake of pride of being the first person to buy the

car

Yes [ ] No [ ]

B) If no, what are the reasons -----------------------------------------------------

PART –IV (Information after the Purchase)

26. What is the average distance of your drive per day?

--------Kms.

27. How often do you use your Car?

a) Everyday [ ] b) Once a week [ ]

c) Only on emergency [ ] d) Only to go as a family [ ]

28.. Whether your vehicle is used by members of your family or others ?

Yes [ ] No [ ]

A) If yes, how many persons use the vehicle -------------------

29..How often do you take your vehicle for service ?

a) Once in three months [ ] b) Once in six months [ ]

c) Once in a year [ ] d) Any other, please specify ----------------------

30. What is the average expenditure on fuel Per month Rs_____________

31. What is the average expenditure on repairs & services per month?

Rs.__________________

32. Did you get free service from the dealer As per warranty ?

Yes [ ] No [ ]

A) If yes, was the service satisfactory during Warranty period?

Satisfactory [ ] Not satisfactory [ ]

221

B) If no, please indicate the reasons

i) Dealer far away [ ]

ii) Qualified private mechanic available locally [ ]

iii) Qualified mechanic not available with the dealer [ ]

iv) Dealer attributes the defects to The consumer‟s faults [ ]

v) Fear of replacing the original parts With duplicate [ ]

vi) Any other, please specify _________________________

34. What is your rating of the service provided by the authorized dealer?

Sl.No. Services Good Satisfactory Poor

1

2

3

4

5

6

7

Technical Knowledge

Communication

Honesty & Integrity

Courtesy

Service Quality

Promptness

Charges Fixation

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

34. If you are getting the service of the private service centres, please Indicate the

reasons :

i) Less service charge [ ]

ii) Dealer at a far away place [ ]

iii) Since the nature of service is minor [ ]

iv) Immediate attention is available [ ]

v) Extra facilities are available [ ]

vi) Any other, please specify :_________________________________

222

35.What is your rating of the service mechanics of the non-dealer Service centers ?

Sl.No. Services Good Satisfactory Poor

1

2

3

4

5

6

7

Technical Knowledge

Communication

Honesty & Integrity

Courtesy

Service Quality

Promptness

Charges Fixation

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

36.Did you get all the extra fittings to your vehicle from the dealer

Yes [ ] No [ ]

37. Did you get the original spares easily for replacement in case of necessity

Yes [ ] No [ ]

38. Are you satisfied with the performance of your vehicle?

Yes [ ] No [ ]

If yes, tick your level satisfaction for the following attributes

Sl.No. Attributes Highly

Satisfied Satisfied Undecided Dissatisfied

Highly

Dissatisfied

i

ii

iii

iv

v

vi

vii

Fuel Consumption

Safety of the vehicle

Break condition

Style of the vehicle

After- Sales service

[Durability & Dependability

Resale value

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

[ ]

viii) Any other, Please Specify _________________________________________

223

39.Any additional features / improvements you would like to have in your feature

Vehicle ?

__________________________________________________________________

40. If you happen to buy a car in future, which brand you will buy ?

__________________________________________________________________

41. Any other information you would like to furnish?

__________________________________________________________________

224

APPENDIX – (ii)

_____________________________________________________________________

Map of India

225

APPENDIX – (iii)

_____________________________________________________________________

Map of Tamil Nadu

226

APPENDIX – (iv)

_____________________________________________________________________

Map of Krishnagiri District