RESEARCH METHODOLOGY

QUESTIONNAIRE AND DATA ANALYSIS

SATISFACTION OF CHEVROLET CAR

OWNERS
 SABRISH P.R.

2-BBM-D

08D1353

QUESTIONNAIRE

A questionnaire is a research instrument consisting of a series of questions

and other prompts for the purpose of gathering information from
respondents. Although they are often designed for statistical analysis of the
responses, this is not always the case.

Questionnaires have advantages over some other types of surveys in that

they are cheap, do not require as much effort from the questioner as verbal
or telephone surveys, and often have standardized answers that make it
simple to compile data. However, such standardized answers may frustrate
users. Questionnaires are also sharply limited by the fact that respondents
must be able to read the questions and respond to them. Thus, for some
demographic groups conducting a survey by questionnaire may not be
practical.
BASIC RULES CONSIDERED BEFORE FRAMING THE FOLLOWING
QUESTIONNAIRE

o Use statements which are interpreted in the same way by

members of different subpopulations of the population of
interest.

o Including both closed as well as Open – ended questions.

o Think of having an "open" answer category after a list of possible

answers.

o Use only one aspect of the construct you are interested in per
item.

o Use positive statements and avoid negatives or double

negatives.

o Use clear and comprehensible wording, easily understandable for

all educational levels

o Use correct spelling, grammar and punctuation.

o Use of charts and tables for representing the data.

 Satisfaction level of Chevrolet car owners

The questionnaire is framed for finding out the satisfaction level of Chevrolet
car owners. Various questions are framed relating to a lot of detail of the car
owners’ views and perception of before the car purchase as well as after sale
service.

The 1st three questions are General basic Information.

The next seven questions are closed ended questions which checks the
respondents satisfaction level when he/she has 1st encountered
with the car / dealer and related service.

There are many closed ended questions as compared to open- ended.

Because open-ended questions means that the respondents have to write
some detail and it could be an hindrance and might distract the respondents’
behavior.
 QUESTIONNAIRE
1. Do you own a Chevrolet car?

Yes_______ no________

2. Which variant do you own?

SPARK______ AVEO U-VA_____ OPTRA______ TAVERA____ AVEO____

3. How long have you been using this car?

Less than 1 year____ 1 -2 years____ 2-3____ more than 3 years____

 Totally Very Somewhat Very Totally
satisfied satisfied satisfied dissatisfied dissatisfied
4. How satisfied are you with
the ease of contacting the
person who is entertaining
you?

5. How satisfied are you with

the way problems were
solved?

6. How satisfied are you with

information clarity about
the car?

7. How much are you

satisfied with the products
and services offered by the
dealers?

8. According to you how

much are you satisfied with
after sales services of the
company?

9. Were you satisfied with the

extra benefits provided by
the dealer/sales person?

10.How much are you satisfied with the finance service provided here?

(Where totally satisfied means 5 points, very satisfied 4, somewhat satisfied 3, very dissatisfied 2
and totally dissatisfied means 1 point)

11. Do you think that the delivery of cars was made in time?

YES_____ NO_____
12. Before buying a car from here were you offered a test drive?

YES_____ NO_____

13. What was that single most important reason for initially buying the car of this brand or from this
dealer?

Ans:__________________________________________________________________________
______________________________________________________________________________

14.Based on your overall experience how likely would you be to purchase another vehicle of this
brand, if you have to replace within a year?

Definitely would
Probably would

Might be or not

Probably would
not

Definitely would
not

15.According to your preference rate the following for buying a Chevrolet car?

Price
Overall body look
After sales service

Brand image

Superior quality

Good mileage
 16. How much are you satisfied with the performance off Chevrolet car?

Ans:______________________________________________________________________________
_____________________________________________________________________________________
__

17. Do you think that your car is better than cars of others companies in this segment?

Yes____ no____

• If YES , please write down the reason :-

_______________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

DATA ANALYSIS
 ASSUMPTION:- THE SAMPLE SURVEY IS DONE FOR 30 CAR OWNERS.

1.

- YES NO

Response 10 20
s

NO. OFCHEVROLETCAROWNERS

YES
NO

NOTE:- THE SURVEY NOW IS VALID ONLY FOR THE 10 PERSONS WHO OWN A
CHEVROVET CAR .

SO THE SAMPLE SIZE NOW IS 10.

2.

- SPARK U-VA OPTRA TAVERA AVEO

RESPONSES 1 1 4 2 2
 CAR MODEL OWNERS

2
CARMODEL
1

0
SPARK U-VA OPTRA TAVERA AVEO

3.

- < 1YR 1-2 yrs 2-3 yrs >3 yrs

RESPONSES 3 3 2 2
 3
2
3 3
1 2 2
POSSIBILITYOFRE-PURCHASEMENTOF
0 A CHEVROLETCAR
<1 yr 1-2 yr 2-3 yr >3 yrs

QUESTION 4 – 10

Question Totally Very Somewhat Very Totally

no. satisfied satisfied satisfied dissatisfied dissatisfied

4. 1 1 6 2 0

5. 2 0 8 0 0

6. 4 2 3 0 1

7. 1 2 3 2 2

8. 0 3 4 3 0

9. 2 2 4 2 0

10. 0 0 9 1 0
-

SATISFACTION LEVELS

10 totally satisfied
8
verysatisfied
No. of 6
Responses 4
satisfied
2
0 verydissatisfied
4 5 6 7 8 9 10
totally
QUESTIONNo. dissatisfied

11.

/ Yes No

Response 7 3
s

.
 DELIVERY OFCARON TIME

10
Satisfied
7
3
0
YES NO

Satisfied 7 3

12.

/ YES NO

Responses 9 1
 TESTDRIVEBEFOREPURCHASE

10

6 RESPONSES
4

0
YES NO

14.

RE- PURCHASEOFCHEVROLETCAR

DEFINITELY
PROBABLY
MIGHTBE
PROBABLYNOT
DEFINITELYNOT
RESPONSES NO. OF
PERSONS

DEFINITELY 2

PROBABLY 1

MIGHT BE 4

PROBABLY WOULD 2
NOT

DEFINITELY 1
WOULD NOT

15.
Quality Response

PRICE 0

OVERALL 3
BODY
LOOK

AFTER 2
SALES
SERVICE

BRAND 4
IMAGE

SUPERIOR 1
QUALITY
 QUALITYATTRIBUTE

PRICE
BODY
SERVICE
BRANDIMAGE
QUALITY

NOTE:-
• Questions 13 and 16 are open ended. Therefore, there cannot be any interpretation.

• Question 17 is both open and closed ended. So, no interpretation.