Title: Designing and pre-testing a questionnaire for two-wheeler services

Authors: Virupaxi Bagodi, Biswajit Mahanty

Addresses: Department of Management Studies, B.V.B. College of Engineering and Technology, Hubli – 580 031, Karnataka, India. ' Industrial Engineering and Management Department, Indian Institute of Technology, Kharagpur – 721 302, West Bengal, India

Abstract: The sale of two-wheelers in India has shown a remarkable growth in the last decade. This unprecedented growth has also necessitated for the manufacturers to offer better services to sustain the growth, achieve customer loyalty and enhance users| reliance on the vehicle. An attempt is made in this paper to understand the activities of the two-wheeler service stations and to assess customer satisfaction of the services. A questionnaire has been designed for the purpose which is subjected to pre-testing with a sample size of ten. There is a remarkable change in the phrasing of the questions and the structure of the questionnaire after the pre-test. This was done to enhance the readability as well as to make the questionnaire more focused to its target group. The pre-test also revealed the need for additional studies to capture the realities of two-wheeler service stations in India.

Keywords: questionnaire design; pre-testing; service quality; two-wheelers; India; service stations; customer satisfaction.

DOI: 10.1504/IJSOM.2011.042926

International Journal of Services and Operations Management, 2011 Vol.10 No.3, pp.348 - 377

Published online: 11 Mar 2015 *

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