A STUDY ON CUSTOMER SATISFACTION TOWARDS ‘RELIANCE MARKET’
AT ONDIPUDUR BRANCH IN COIMBATORE CITY
1. Name:
2. Age:
a. 21-30 years b. 31-40 years c. 41-50 years d. 51-60 years
e. above 61years
3. Gender
a. Male b. Female c. Transgender
4. Educational Qualification
a. School level b. Diploma c. Degree d. PG
e. Professional f. Illiterate
5. Occupational status
a. Business b. Govt employee c. Pvt employee
d.Others(professionals,housewife,student)
6. Family income per month
a. below 10,000 b. 10,000-20,000 c. 20,000-30,000 d. 30,000-40,000
e. above 40,000
7. Martial status
a. Married b. Unmarried
8. No. of. Members in a family
a. Upto 2 b. 2-4 c. 4-6 d. Above 6
9. How do you know about the Reliance market store in ondipudur?
a. Relatives b. Friends c. Advertisement d. Spouse
10. If through advertisement, which medium
a. TV b. Newspaper c. Phone message d. Internet e. Social media
11. How many years are you purchasing from Reliance market?
a. Less than a year b. 1-2 c. 2-3 d. Above 3 years
12. How much you spends on purchase of goods at Reliance market per month?
a. Below 3000 b. Rs.3000-4000 c. Rs.4000-5000 d. Above 5000
13. State which type of product you purchase in Reliance market?
a. Groceries & Provisions b. Vegetables & fruits c. Stationery products
d. cosmetic products e. Clothing f. Personal care products
g. electronic products h. Footwear i. bedcloth items
j. decor items k. all the above
14. In which time you come to purchase?
a. Weekends b. Festivals c. Leisure time d. Every month
15. Average time spend for purchasing?
a. Less than 1hour b. 1-2 hours c. 2-3 hours d. Above 3 hours
16. Which mode of payment you do?
a. Cash b. Credit card c. Debit card d. All the above
17. Rank why you prefer to buy in Reliance market?
FACTORS RANK
Reasonable price
Large variety of products
Good store environment
Convenient location
Parking facilities
Customer care is good
Quality of products
More offers
18. State your preference towards reliability?
(SA- Strongly agree, A-Agree, N- Neutral, D-Disagree, SD-Strongly disagree)
FACTORS SA A N D SD
Service
No hidden price
Less than MRP
Payment
19. Do they provide free delivery service?
a. Always b. often c. Sometimes d. No
20. Are they provide parking facility?
a. Two wheeler b. Only four wheeler c. Both a&b d. No parking facility
21. Which factor influence you to buy at Reliance market?
a. convenient b. Prestige c. Less cost d. More quality
e. Time saving f. More offers
22. If offers what are the offers you availed it?
a. Cash discount b. Free products c. Low cost for more quality d. trade dicounts
e. Cashback f. End of season sale g. Stock clearing offer h. Festival sale offer
i. Card offers j. coupons
23. In which part do you think improvements are needed?
a. Quality b. Staff service c. Price d. Billing counters e. Offers
24. Rank the following specifications which you like the most in Reliance market?
PRODUCTS RANK
Groceries
Vegetables
Stationery
Cosmetics
Clothing
Personal care
Electronic products
Footwear
Decor items
Bed cloth
25. Rank the following factors
FACTORS RANK
Store is attractive
Store is clean
Store is bright
Exchanges happily
Salesperson helpful
Salesperson are friendly
Enough sales people
Price of products are market correctly
26. How was your overall experience in store?
a. Good b. Neutral c. Bad
27. If there is any damage in products, how will they handle?
a. Immediate rectification b. No exchange c. Delay in rectification d. No response
28. State your level of satisfaction towards Reliance market?
(SA- Strongly agree, A-Agree, N- Neutral, D-Disagree, SD-Strongly disagree)
FACTORS SA A N D S
Better quality
Price reasonable
Product availability
Advertisement
Quantity
Transportation
Delivery
Durability
Offers
Discounts
29. Do you face any problems while purchasing?
a. No bathroom facility b. No sitting places c. No baskets & trolleys
d. No cleanliness e. Others (less product quality, long bills, poor environment,
less customer service)
30. Will you recommend others to buy in this shop?
a. Yes b. No
31. If no, why state the reason?
a. Not getting much service b. Returns are too much of a hassle c. Too crowded
d. Everything looks the same e. the rise of e-commerce
32. If any suggestions
