Beruflich Dokumente
Kultur Dokumente
QUESTIONNAIRE
Name:_____________________________
Customer satisfaction
1. To what extend are you satisfied with the after sale services provided
by toyota.
1 2 3 4 5
Yes No
3. Are you satisfied with the service charges charged by Toyota service
centre?
Yes No
Brand and brand loyalty
1. To what extend does the after sale service enhance the brand image of
toyota
1 2 3 4 5
a) Corolla
b) Hilux
c) Camry
d) Coure
3. Would you prefer others, to buy Toyota on the basis of after sales?
Yes No
Comment______________________________________________________________
__________________________________________________________________________
______________________________________________________
5. Do you think that after sales service is the main factor for increase in
customer brand loyalty?
Yes No
Yes No
Comment____________________________________________________________________
_____________________________________________________________________________
________________________________________________
2. Will you be choosing Toyota cars in the future for its after sale services.
Yes No
3. What kind of after sales service are you availing from Toyota?
a. Insurance
b. Warranty
c. In house repairing
d. Maintenance
e. others
1 2 3 4 5
1 2 3 4 5
a. Insurance 1 2 3 4 5
b. Warranty 1 2 3 4 5
c. In house repairing 1 2 3 4 5
d. Maintenance 1 2 3 4 5
e. Others 1 2 3 4 5
7. Would you like Toyota repair team to pick and drop your car for
maintenance?
Yes No
8. Do you think that after sales service of Toyota will affect the customer
brand loyalty?
Yes No
Yes No
10. Will you like the new service of Toyota, which will be providing
the pick and drop after sales service?
Yes No
Comment____________________________________________________________________
_____________________________________________________________________________
________________________
12.Do you differentiate Toyota from its competitors based on after sales
service?
Yes No
QUESTIONNAIRE
“THE EFFECT OF AFTER SALES SERVICE ON CUSTOMER BRAND LOYALTY OF
TOYOTA”
GROUP MEMBERS
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