QUESTIONNAIRE

I, Nishtha Grover, student of M.Sc Operational Research, am undertaking a market survey as part of my curriculum on the topic: “Attributes influencing the dealer purchasing behavior and their satisfaction level of JK Tyre Truck/Bus Radial.”I ensure that all information given by you will be kept confidential and will be used only for statistical purpose.

Please tick your options in the boxes.

PERSONAL DETAILS:Name:Dealership name:Address:Phone:

1. Experience in Tyre business? 1-3 years

4-7 years

8-10 years

More than 10 years

2. Which of the following product categories do you deal in (You may tick more than one option)? Truck Bias

Truck Radials

Car Tyre

LCV

Tractor/Farm

3. Which are the brands you are dealing with (You may tick more than one option)?

Apollo Tyres

Birla

Bridgestone

Ceat

JK Tyre

MRF

Michelin

Chinese

If others, Please specify________________________________________

4. How do you promote your products to your customers (You may tick more than one option)?

Tyre Exhibition

Advertisement

Word of Mouth

Sales Person

Phone

If others, please specify ____________________________________

5. What is your approach when a customer comes to you?

Recommend a better option according to their needs

Just give what the customer wants

6. In what proportion your sales are in Credit?

0-20 %

21-40%

41-60%

61-80%

81-100%

7. How long is the credit duration?

1-15 days

16-30 days

31-45 days

46-60 days

8. Rate the importance of the following factors for you while dealing with a Tyre Brand on a scale of 1-5 where 1-“extremely unimportant” and 5-“extremely important”.

1 2 3 4 5Mileage

1 2 3 4 5Fuel savings

1 2 3 4 5Retread ability

1 2 3 4 5Puncture Resistance

Wear Nature 1 2 3 4 5

1 2 3 4 5After Sales Services from Company

1 2 3 4 5Price of Tyre

1 2 3 4 5Durability

1 2 3 4 5Good Margin

1 2 3 4 5Discount

1 2 3 4 5Attractive Trade Schemes

1 2 3 4 5Transparency of Dealings

1 2 3 4 5Tyre Performance

_____________________________________________________________________________________________

1 2 3 4 5Customer Pull/ Brand Image

_____________________________________________________________________________________________

1 2 3 4 5Availability of Tyres on Time

1 2 3 4 5Schemes for Customers

1 2 3 4 5Credit Facility

____________________________________________________________________________________________

1 2 3 4 5Customer relationship ManagementProgram____________________________________________________________________________________________

9. Rate the following Truck Radial brands on a scale of 1-5 where 1- “least satisfied” and 5- “most satisfied”.

1 2 3 4 5JK Tyre___________________________________________________________________________________________

1 2 3 4 5Apollo___________________________________________________________________________________________

1 2 3 4 5Michelin___________________________________________________________________________________________

1 2 3 4 5MRF

___________________________________________________________________________________________

1 2 3 4 5

Bridgestone___________________________________________________________________________________________

1 2 3 4 5Birla

____________________________________________________________________________________________1 2 3 4 5

Chinese

________________________________________________________________________________________

1 2 3 4 5Double Coin

_________________________________________________________________________________________

1 2 3 4 5Ceat

__________________________________________________________________________________________

10. Define the nature of relationship with JK Tyre?

Short Term (less than 5 years)

Long Term (5-10 years)

Life Long (more than 10 years)

11. Rate these attributes in accordance with JK Truck/Bus Radials on a scale of 1-5 where 1- “least satisfied” And 5- “most satisfied”.

1 2 3 4 5Mileage

1 2 3 4 5Fuel savings

1 2 3 4 5Retread ability

1 2 3 4 5Puncture Resistance

Wear Nature 1 2 3 4 5

1 2 3 4 5After Sales Services from theCompany

1 2 3 4 5Price of Tyre

1 2 3 4 5Durability

1 2 3 4 5Good Margin

1 2 3 4 5Discount

1 2 3 4 5Attractive Trade Schemes

1 2 3 4 5Transparency of Dealings

1 2 3 4 5Tyre Performance

_____________________________________________________________________________________________

1 2 3 4 5Customer Pull/ Brand Image

_____________________________________________________________________________________________

1 2 3 4 5Availability of Tyres on Time

1 2 3 4 5Schemes for Customers

1 2 3 4 5Credit Facility

____________________________________________________________________________________________

1 2 3 4 5Customer relationship ManagementProgram____________________________________________________________________________________________

12. Please rate the Sales officers of JK Truck/Bus Radials on a scale 1 to 5 where 1-“least satisfied” and 5-“most satisfied”.

1 2 3 4 5

Prompt response __________________________________________________________________________________________

1 2 3 4 5

Transparency in dealing __________________________________________________________________________________________

1 2 3 4 5

Knowledge__________________________________________________________________________________________

1 2 3 4 5

Self confidence __________________________________________________________________________________________

1 2 3 4 5

Communication skills__________________________________________________________________________________________

13. Do you get the Statement of Accounts/ Credit Notes from JK Tyre?

Yes

No

14. How long does it take JK Tyre to settle your claim?

1-3 days

4-6 days

7-9 days

More than 10 days

15. Rate the Customer Relationship Management (CRM) program called “Radial Stars” conducted by JK Tyre on a scale of 1-5 where 1 represents “least satisfied” and 5 “most satisfied”.

Excellent

Very Good

Good

Average

Poor

16. Are you satisfied with the gifts given to you during the Customer Relationship Management (CRM) program?

Yes

No

If no, please specify___________________________

17. Do the sales officers explain you the Customer Relationship Management (CRM) program detailed structure?

Yes

No

18. Does the Customer Relationship Management (CRM) program help you?

Yes

No

If no, please specify ____________________________

19. Do you want to give any Comment/ Recommendations for JK Tyre to promote Truck/Bus Radial Tyre? _________________________________________________________________________________________________________