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Dear Respondent,
I Ankit Agarwal is a student of C.R.I.M College, Bhopal and doing a research for a study for
which I intend to pose a questionnaire aimed at analyzing the Impact of shopper, store &
situational factors on store image, satisfaction and loyalty of customers .
Your cooperation is deeply solicited to provide the relevant information. I assure that
information will be kept confidential.
A. Details
1. Through which source did you come to know about this retail outlet?
Advertisements
(Media)
Friends/Relatives
Company Outlet
Internet 2.
2. How strongly would you consider the factors while opting for a particular retail
outlet?
Statement 1 2 3 4
A Availability of Literatures/Brochures
b. Ambience would be an important factor
c. I would give special attention to convenience and location
d. I would give special consideration to the product range
e Degree of differentiation in type and quality of products is important
f. I would give special consideration to uniqueness of assortments
available in a store
g I would give special consideration to rebate and discounts on purchase
h. For me salesperson services would be an important consideration
i For me Word of Mouth is important
J Advice of friends and relatives influence my Visit Decision
k. Handling Product related Queries
l Customer Grievance cell
1
B. Salesperson Services
3. Are the salesperson (Rate the salesperson services according to you from 1 to 5, where
5 is extremely good and 1 is extremely bad)|
Statement 1 2 3 4 5
a. Easily approachable
b. Humble and Soft Spoken 1 2 3 4 5
c. Able to provide Complete solution
to your problems Rate
d. Initiative of salesman to solve the Overall
problem salesperson
Services
4. How do you perceive quality of service provided by your retail outlet (Using Semantic
Scale 1-7, 1 being the lowest, 7 being the highest)
7 1
RELIABLE UNRELIABLE
CUSTOMER FRIENDLY HOSTILE
PROACTIVE REACTIVE
2
C. Retail outlet factors
5. How far are you satisfied with the following factors for your retail outlet?
Statement 1 2 3 4
a. Price of the items
b. Convenience in approach
c. Assortment
d. Extra services provided
e. Home delivery service
f. Transparency In Billing
g. Ease of availability
h. Sales person Services
i. Sales Promotion Offers
j. Advertisement
k. Store Ambience
l. Overall Satisfaction Level
6.Overall – how much are you satisfied with the service of your retail outlet?
D. Future relationship
Statement 1 2 3 4
A Consider buying from this store
B Increase the purchase from this sectors
E. Trust
Statement 1 2 3 4
A Find products reliability
B I trust the services by the store
F. Commitment level
4
G. Customer’s profile (kindly tick the suitable box)
1-2 times
2-4
5 times
More than 4 times
(Thanks for Co-operation)