Marketing Project1

8/10/2019 Marketing Project1

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SOLAPUR UNIVARSITY, SOLAPUR

CHAPTER - I

INTRODUCTION

1.1 Introduction to the Study:-Maretin! is the process of planning and execting the conception, pricing, pro!otion

and distri"tion of ideas, goods and ser#ices to create exchanges that satisf$ indi#idal

and organi%ational goals& toda$ !ar'eting !st "e nderstood not in the old sense of

!a'ing a sale(telling and selling) The !ar'eting has changed fro! *arter concept to a

ne+ sense of satisf$ing csto!er needs) The o"ecti#e of all !ar'eting effort shold

!axi!i%e csto!er satisfaction) An indi#idal fir!-s sccess depends not onl$ on ho+

+ell it perfor!s, "t also on ho+ +ell its entire sppl$ chain and !ar'eting channelco!petes +ith co!petitors channels) The csto!er is the 'e$) Therefore the satisfaction

of cons!er is the pri!e o"ecti#e of an enterprise) Satisfaction is a person-s feeling of

pleasre of disappoint!ents reslting fro! co!paring a prodct-s percei#ed perfor!ance

in relation to his or her expectations) .an$ co!panies are ai!ing for high satisfaction

"ecase csto!ers +ho are st satisfied still find it eas$ to s+itch +hen a "etter offer

co!es along) /sto!er satisfaction is "oth a goal and a !ar'eting tool) /sto!er-s first

interaction +ith the prodct occrs at the retail le#el) The a#aila"ilit$ of the prodct,

their displa$, spacing, etc), Inflence the csto!ers prchase decision to a large extent)

Retailers also act as an i!portant lin' "et+een cons!ers and the co!pan$) The$ are

closer to the csto!ers 'no+ his +ants and needs "etter than the co!pan$) This

infor!ation is highl$ sefl to the co!pan$ in catering the cons!er-s +ants and needs)

The indi#idal cons!er has a set of preferences and #ales +hose deter!ination is

otside the real! of econo!ics) The$ are no do"t dependent pon cltre, edcation,

and indi#idal tastes, a!ong a plethora of other factors) The !easre of these #ales in

this !odel for a particlar good is in ter!s of the real opportnit$ cost to the cons!er

+ho prchases and cons!es the good) This proect ta'es a loo' at #arios 'inds of

aspects a"ot *aa Plsar *i'e and +h$ csto!ers prefer the *i'e)

1." O#$ecti%e& o' the Study:-

0) To !easre the le#el of csto!er satisfaction to+ards *aa Plsar +ith special

Sinhgad Institte of *siness .anage!ent, 1a!lapr ( 0 (


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reference to Shri) Pandrang *aa Ato, Pandharpr)

2) To find ot the factors inflencing to the csto!er to prchase *aa plsar)

3) To 'no+ a"ot the ser#ices rendered "$ the dealer)

4) To 'no+ a"ot the co!pan$-s after Sales and Ser#ices

1.( Si!ni'icance o' &tudy:-

The research proect has "een done on csto!er satisfaction to+ards *aa Plsar, in

Pandharpr Tal'a) 5ith the help of this proect co!pan$ can nderstand the satisfaction

le#el of their csto!er a"ot the co!pan$-s prodct and ser#ices) The std$ is i!portant

for the organi%ation in tning the co!pan$-s strategies as per local !ar'et expectation)

1.) Re&earch Methodo*o!y6(

1.).1 Methodo*o!y Detai*&:-

The Std$ is E+,*oratory De&cri,ti%ein natre

Research T$pe6( Surrey Method

1.)." Source& o' Data:-

7ata collection for the proect +or' +as "$ t+o +a$s

0) Pri!ar$ data

2) Secondar$ data

1.).".1 Priary data:-

Pri!ar$ data are collected fro! personal interaction +ith csto!ers, throgh

infor!al discssions and "$ strctred 8estionnaire)

1.)."." Secondary data:-

Secondar$ data are gathered fro! #arios sorces li'e,

Throgh official doc!ents li'e(

0) Personal doc!ents sch as diaries, Note *oo' etc)

2) Proect reports

3) 5e"sites

4) *oo's

9) .aga%ines

1.).( Sa,*in! Procedure

1.).(.1 Sa,*in! Area: - Pandharpr

1.).(." Sa,*in! Unit: - /sto!ers +ho are "$ers of *aa Plsar

1.).(.( Sa,*in! Techni/ue: -Rando! Sa!pling



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1.).(.) Sa,*e &i0e: - 1

5e ha#e collected sa!ples fro! the respondent fro! Shri)Pandrang *aa Ato,

Pandharpr)

1.).) Method& In&truent& o' Data 2atherin!:-

There are #arios t$pes of tools of pri!ar$ data collection so!e of the! are +hich

researcher has sed for the std$ are as "ello+)

3ue&tionnaire:-

Researcher has !ade 09 8estions for the std$ on officers according to those 8estions

researcher has collected the data)

1.).4 Stati&tica* too* o' ana*y&i&:-

Researcher has sed tools for the anal$sis are(

0) :xcel +or'sheets)

2) Ta"le)

4) ;raphical presentations +ith the help of pie charts and "ar charts etc)

1.4 Sco,e 5iitation& o' the &tudy:-

Sco,e o' the &tudy

This std$ is sefl to 'no+ the csto!er satisfaction le#el to+ards *aa Plsar in

Pandharpr Tal'a) It also helpfl for co!pan$ to identif$ the csto!er attitde to+ards

*aa Plsar also helps to create and !aintain a good relationship "et+een the csto!er

and the !anage!ent) The Scope of the std$ is li!ited to Pandharpr Tal'a and

csto!ers of Shri) Pandrang *aa Ato)

5iitation&:-

0) The std$ is li!ited onl$ to the csto!ers of Pandharpr Tal'a

2) The std$ is li!ited onl$ to 0


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4) The infor!ation collected solel$ depends pon the respondents= ans+ers and

accrac$ of infor!ation cold #ar$)9) ;etting actal infor!ation fro! the respondents +as difficlt)

CHAPTER -II

OR2ANI6ATIONA5 PRO7I5E

".1 Introduction O' The Co,any:-



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Nae O' Co,any *aa !otorc$cles

Addre&& O' Co,any *aa Ato Ltd), A'rdi, Pne 4009>, it o"tained a license fro! the ;o#ern!ent of India to !anfactre t+o(

and three(+heelers and it +ent p"lic in 0>C42 he to "e

mailto:[email protected]://en.wikipedia.org/wiki/1945http://en.wikipedia.org/wiki/1959http://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/1960http://en.wikipedia.org/wiki/1970http://en.wikipedia.org/wiki/1977http://en.wikipedia.org/wiki/1985http://en.wikipedia.org/wiki/Aurangabad_District%2C_Maharashtrahttp://en.wikipedia.org/wiki/1986http://en.wikipedia.org/wiki/1995mailto:[email protected]://en.wikipedia.org/wiki/1945http://en.wikipedia.org/wiki/1959http://en.wikipedia.org/wiki/Government_of_Indiahttp://en.wikipedia.org/wiki/1960http://en.wikipedia.org/wiki/1970http://en.wikipedia.org/wiki/1977http://en.wikipedia.org/wiki/1985http://en.wikipedia.org/wiki/Aurangabad_District%2C_Maharashtrahttp://en.wikipedia.org/wiki/1986http://en.wikipedia.org/wiki/1995


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close to ;andhi and it +as onl$ after independence in 0>4 that he +as a"le to gi#e his

fll attention to the "siness) 1a!alana$an *aa not onl$ consolidated the grop "t

also the flagship co!panies has gone p for! 2 !illion to rs)4)0B "illion ?US H >3C

!illion@ its prodct portfolio has expanded fro! one to and the "rand has fond a glo"al

!ar'et) Ge is one of the Indian-s !st distingished "siness leaders and internationall$

respected for his "siness ac!en and entreprenerial spirit)

".( ;i&ion and Mi&&ion:-

;i&ion:-

5e are co!!itted to engineer, !anfactre, sppl$ and install technologicall$ ad#anced

soltions for the *aa prodcts) Throgh or contr$+ide locations, +e pro#ide #ale

added prodcts and ser#ices that generate sstaina"le #ale for or clients) 5ith a ni8e

"lend of s'ills, experience, tea!+or' and focs, +e stri#e to "eco!e the csto!er-s

Partner of /hoice

Mi&&ion:-

Or !ission is to pro#ide the !ost effecti#e inno#ati#e soltions that csto!ers-

needs) 5e +ill achie#e this goal "$ pro#iding ser#ices o#er a"o#e the nor!al le#el ofperfor!ance) 5e help people sa#e !one$ so the$ can li#e "etter) Al+a$s lo+ price)

".)Product& Pro'i*e o' Or!ani0ation:-

0>>B

1a+asa'i *aa /ali"er rolls ot of 5al) Legend, India=s first for(

stro'e scooter rolls ot of A'rdi) Spirit lanched

0>>> /ali"er !otorc$cle notches p 0


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2


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"" .ost :xciting *i'e of the Year 2>4)Athori%ed 7ealers for Range of #ehicles for *aa

Office Va'hari Road, Pandharpr

Athori%ed 7ealers for Range of #ehicles for *aa

/ontact :!ail

7uture P*an::xpansion into or 5heeler and ne+ "ranches in Pandharpr and near"$

places)

Co,any ,roduct&&er%ice&

Vehicle Sales ( *aa ( 2 3 5heeler

Vehicle Ser#ice ( all the a"o#e said "rands

Spares Sales ( *aa, .I/O, SPA/O, U/AL, ;a"riel, :ndrance,

L!ax

inance ( Tie p +ith G7/ and S*I "an' for inance and Leasing

Sinhgad Institte of *siness .anage!ent, 1a!lapr ( > (


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O''ice& 9ranche&

Gead Office ( Va'hari Road, Pandharpr

*rach Office6( *hal#ani, Tal)Pandharpr

The Mana!eent

.r) Fagadish 1a#athe'ar((( O+ner

.r) Nitin Fagadale6( .anager

.r) Ra#i Parichra'6( Sales Gead

9ie& A%ai*a#*e >ith Dea*er.

*aa M/7 *aa 7isco#er 0


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A csto!er ?also 'no+n as a client, "$er, or prchaser@ is sall$ sed to refer to a

crrent or potential "$er or ser of the prodcts of an indi#idal or organi%ation, called

the spplier, seller or #endor) This is t$picall$ throgh prchasing or renting goods or

ser#ices) Go+e#er, in certain contexts, the ter! csto!er also incldes "$ extension an$

entit$ that ses or experiences the ser#ices of another) A csto!er !a$ also "e a #ie+er

of the prodct or ser#ice that is "eing sold despite deciding not to "$ the!) The general

distinction "et+een a csto!er and a client is that a csto!er prchases prodcts,

+hereas a client prchases ser#ices)

The +ord deri#es fro! Jcsto!,J !eaning Jha"itJ a csto!er +as so!eone +ho

fre8ented a particlar shop, +ho !ade it a ha"it to prchase goods of the sort the shop

sold there rather than else+here, and +ith +ho! the shop'eeper had to !aintain a

relationship to 'eep his or her Jcsto!,J !eaning expected prchases in the featre)

The slogans Jthe csto!er is 'ingJ or Jthe csto!er is godJ or Jthe csto!er is al+a$s

rightJ indicate the i!portance of csto!ers to "sinesses althogh the last expression is

so!eti!es sed ironicall$)

Go+e#er, Jcsto!erJ also has a !ore generali%ed !eaning as in csto!er ser#ice and a

less co!!erciali%ed !eaning in not(for(profit areas) To a#oid n+anted i!plications in

so!e areas sch as go#ern!ent ser#ices, co!!nit$ ser#ices, and edcation, the ter!

Jcsto!erJ is so!eti!es s"stitted "$ +ords sch as JconstitentJ or J Sta'eholderJ)

This is done to address concerns that the +ord Jcsto!erJ i!plies a narro+l$

co!!ercial relationship in#ol#ing the prchase of prodcts and ser#ices) Go+e#er, so!e!anagers in this en#iron!ent, in +hich the e!phasis is on "eing helpfl to the people

one is dealing +ith rather than on co!!ercial sales, co!forta"l$ se the +ord

Jcsto!erJ to "oth internal and external csto!ers)

O*SOL:T: !eaning6 In the earl$ 0th centr$ csto!er +as defined as a J/o!!on

ProstitteJ)



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(." De'inition&:-

0) /sto!er satisfaction is Jthe degree to +hich csto!er expectations of a

prodct or ser#ice are !et or exceeded)J :ach person has their o+n set of

expectations, so csto!er satisfaction is ni8e to the indi#idal&)

2) J/sto!er satisfaction is a person=s feeling of pleasre or disappoint!ent

reslting fro! co!paring a prodcts percei#ed perfor!ance in relation to his or

her expectationJ

(.( Cu&toer Sati&'action Need o' Maret:-

/ons!er satisfaction !ar'eting in#ol#es !easring csto!ers= opinions and

experiences throgh a #ariet$ of !eans, sch as direct(!ailing progra!s and e#en e!ail

!ar'eting) /o!panies of all si%es se this infor!ation to i!pro#e csto!er ser#ice

le#els and !a'e changes "ased pon +hat csto!ers +ant) /sto!er satisfaction

!ar'eting research is #ital to the life of a co!pan$)

0) 5rite do+n goals for $or cons!er satisfaction!ar'eting)

2) 7e#elop cons!er satisfaction sr#e$s that target each csto!er grop and

inclde rele#ant 8estions)3) Set p or otsorce to a s!all(to(!edi!(si%ed call centre cons!er satisfaction

+or') Ga#e $or call centre agents !a'e ot"ond calls to existing csto!ers

and as' 8estions "ased on the satisfaction sr#e$s $o created) Set p or

otsorce to a s!all(to(!edi!(si%ed call centre cons!er satisfaction +or')

Ga#e $or call centre agents !a'e ot"ond calls to existing csto!ers and as'

8estions "ased on the satisfaction sr#e$s $o created)

4) /reate a direct(!ailing progra! so $o can !ail paper sr#e$s to csto!ers)

.a'e sre the sr#e$ is anon$!os and does not re8ire the csto!er to inclde

his na!e, telephone n!"er or address nless he +ants to "e contacted)

9) .onitor $or cons!er satisfaction sr#e$s on a !onthl$ "asis) Re#ie+ the

aspects of $or "siness that "oth ha#e and ha#e not !ade i!pro#e!ents)

.aintain $or cons!er satisfaction !ar'eting progra!s so $o can continall$

collect data and !easre co!pan$ perfor!ance)

http://www.ehow.com/business/http://www.ehow.com/business/


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(.). Mea&urin! Cu&toer Sati&'action:-

Organi%ations need to retain existing csto!ers +hile targeting non(csto!ers)

.easring csto!er satisfaction pro#ides an indication of ho+ sccessfl the

organi%ation is at pro#iding prodcts andEor ser#ices to the !ar'etplace) Organi%ations

need to retain existing csto!ers +hile targeting non(csto!ers) .easring csto!er

satisfaction pro#ides an indication of ho+ sccessfl the organi%ation is at pro#iding

prodcts andEor ser#ices to the !ar'etplace)

/sto!er satisfaction is an a!"igos and a"stract concept and the actal !anifestation

of the state of satisfaction +ill #ar$ fro! person to person and prodctEser#ice to

prodctEser#ice) The state of satisfaction depends on a n!"er of "oth ps$chological andph$sical #aria"les +hich correlate +ith satisfaction "eha#iors sch as retrn and

reco!!end rate) The le#el of satisfaction can also #ar$ depending on other options the

csto!er !a$ ha#e and other prodcts against +hich the csto!er can co!pare the

organi%ation=s prodcts)

The sal !easres of csto!er satisfaction in#ol#e a sr#e$ +ith a set of state!ents

sing a Li'ert Techni8eor scale) The csto!er is as'ed to e#alate each state!ent and

in ter! of their perception and expectation of perfor!ance of the organi%ation "eing

!easred) Their satisfaction is generall$ !easred on a fi#e(point scale)

(.4 I,ortance o' Cu&toer Sati&'action:-

The i!portance of csto!er satisfaction is apparent +hen $o reali%e that, +ithot

csto!ers, $o don=t ha#e a "siness) A single nsatisfied csto!er can send !ore

"siness a+a$ fro! $or co!pan$ than 0< satisfied csto!ers) The !ore $o focs on

csto!er retention and csto!er spport, the !ore long(ter! "siness $o=ll get)

Satisfied csto!ers +ill !a'e a great fondation for retrn "siness, and the$ !a$ also

"ring in their friends and associates) Re!e!"er that csto!ers are the heart of an$

http://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Likert_scalehttp://en.wikipedia.org/wiki/File:Customer-satisfaction-scale.pnghttp://en.wikipedia.org/wiki/Sample_surveyhttp://en.wikipedia.org/wiki/Likert_scale


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(.= Ty,e& o' Cu&toer&:-

There are six t$pes of csto!ers6(

1. E+terna* Cu&toer:-These are the people and organi%ations +ho ha#e a need for $or prodct or ser#ice)

The$ prchase $or stff in exchange for !one$) The$ ha#e a "dget and +ill gi#e $o

so!e of it in exchange for a soltion that !eets their needs and expectations) ;i#en that,

I affectionatel$ refer to external csto!ers as ones +ith the "ag of !one$) The$ ha#e the

financial atono!$ to decide +here and ho+ the$ +ill spend their "dget the "ag of

!one$) The 8estion is, +ho gets the "ag of !one$, $o or $or co!petitor 5ho has

earned the confidence and trst of the csto!er Yo and $or co!petitor are #$ing for a

piece of their "dget the "est soltion +ins) 1no+ this6 /sto!ers #ote +ith their !one$

and co!plain +ith their feet)

". A**ie&:-

These are the sers of $or prodct or ser#ice, not the lti!ate decision !a'er) These

csto!ers sall$ don=t ha#e a "ag of !one$ "t the$ pla$ a #ital role in $or sccess)

The$ do not !a'e the final decision "t the$ !a$ ha#e tre!endos i!pact on the



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otco!e) The$ are often closel$ connected to the "ag of !one$ and positioning the! as

an all$ to $or case is critical for $or sccess) Yo !st earn their trst and confidence

if $o expect the! to spport $o at the "ag of !one$ le#el) A cation a"ot allies6 The$

ha#e #eto po+er, the athorit$ to sa$ no) The$ can gi#e $o a hndred no=s "t can=t gi#e

$o the one $es needed to close the deal) Ga#e seen contless selling hors +asted on

allies +ith the hope of closing the deal) Go+e#er, allies can "e a tre!endos +ealth of

infor!ation) Pic' their "rains and learn ho+ $o can differentiate $orself fro! the

co!petition) /sto!ers "$ differences, not si!ilarities) It can so!eti!es "e difficlt to

ascertain +ho the "ag of !one$ is and +ho the allies are) As' 8estions earl$ in the call

to deter!ine +ho=s +ho in the %oo) Shrin' $or sales c$cle "$ nderstanding the pla$ers

+ithin $or acconts) Si!pl$ as' the! +ho else !a$ "e in#ol#ed +ith decisions)

(. Interna* Cu&toer:-

These are fello+ e!plo$ees and !anagers +ithin $or place of "siness) The$ spport

$o and !a'e $o loo' good to $or external csto!ers) Appreciate the! and treat the!

+ith respect) Unfortnatel$, the$ are often the! #icti!s of $or "la!e fest6 JThe er's in

prodction scre+ed p again J or JThe idiots in shipping !essed p& or J.anage!ent

ga#e !e a los$ price& and so it goes) Poor internal relationships can ha#e fatalconse8ences for $or external csto!ers) I recentl$ sa+ an anon$!os 8ote that

spports !$ point) J5e ha#e less to fear fro! otside co!petition than fro! inside

conflict, inefficiencies, discortes$, and "ad ser#ice)J So tre) Ta'e o+nership for

csto!er concerns) After all, $o are an a!"assador for $or co!pan$, so don=t a"dicate

responsi"ilit$ for late deli#eries, poor ser#ice, and inade8ate spport) /sto!ers reall$

don=t care +hose falt a pro"le! is or ho+ it happened) /sto!ers aren=t interested in

fixing the "la!e )The$ +ant to fix the pro"le!) It=s p to $o to 8arter"ac' all of theco!pan$=s resorces to resol#e their pro"le!) 5hen $o +or' in har!on$ +ith $or

internal csto!ers, external csto!ers "eco!e the "eneficiar$ of $or internal

relationships) In co!pan$ after co!pan$, I see sales +or'ing in isolation fro! other

depart!ents) Sales cannot fl$ solo and expect to ser#ice the expectations of external

csto!ers) Long(ter!( sccess !eans ha#ing $or entire co!pan$ and all its resorces

focs on its csto!ers) *e a+are too of $or o+n personal internal csto!ers, sch as

fa!il$, spose, and parents) Vie+ $or 'ids, spose, or significant other as $or personal

Sinhgad Institte of *siness .anage!ent, 1a!lapr ( 0C (


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internal csto!ers)

). Re,eat Cu&toer:-

The$ are the e+els of $or "siness) 7o the o" +ell the first ti!e and $o often get

re+arded +ith another opportnit$ to ser#e the!) And gess +hat The$ gi#e $o !ore

!one$K Yo !a$ ha#e heard that it costs p to fi#e ti!es as !ch to replace a csto!er

as it does to 'eep one) So, 'eep the! happ$ nder pro!ise and o#er deli#er)

4. 9orn-A!ain Cu&toer:-

These are pre#ios csto!ers +ho no longer do "siness +ith $o) or so!e reason the$

ha#e forgotten a"ot $o or the$ are still pset +ith $o) I sggest $o dig p their file,

gi#e the! a call, and settle an$ otstanding grie#ance) Pt $or ego aside and offer

restittion to satisf$ the csto!er) 7o +hat it ta'es to resol#e the sitation) .a'e

a!ends) Ver$ fre8entl$ the$ +ill once again "e recepti#e to doing "siness +ith $o)

The$ often "eco!e lo$al csto!ers pro#ided $o resol#e the pro"le! to their

satisfaction) As $o +or' +ith $or csto!ers, $o +ill find the Se8ential .odel is

applica"le to all six t$pes) Re!e!"er6 Pa$ particlar attention to $or internal

csto!ers)


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CHAPTER - I;

DATA ANA58SIS

Tit*e: 7e!ographic 7etail

Ta#*e No ).1

Se+ No. O'

Re&,ondent

.ale >4

e!ale


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Ta#*e No: )."

Tit*e: - A+areness Of Varios Series Of Plsar .otorc$cle

A>arene&& o'

re&,ondent No: o' re&,ondent& Percenta!e

Yes0) or! the std$ it fond that C9 percent of the respondent +ere satisfied +ith

color of "i'e +hile 2 percent of respondent +ere dissatisfied +ith color)

0


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00) or! the std$ it fond that B9 percent of the respondent +ere satisfied +ith

co!firt le#el of "i'e +hile 02 percent of respondent +ere dissatisfied +ith

co!firt le#el

02) or! the std$ it fond that B< percent of the respondent +ere satisfied +ith lo+

!entaince of "i'e +hile 0B percent of respondent +ere dissatisfied +ith

!entaince)

03) or! the std$ it fond that 99 percent of the respondent +ere satisfied +ith

saft$ of "i'e +hile 3< percent of respondent +ere fell that the "i'e is not safe to

ride)

04) or! the std$ it fond that 39 percent of the respondent +ere satisfied +ith free

ser#ices gi#en "$ dealer ?throgh /o!pan$@ for "i'e +hile C9 percent of

respondent +ere dissatisfied +ith free ser#ices)

09) or! the std$ it fond that B< percent of the respondent +ere satisfied +ith paid

ser#ices gi#en "$ dealer for "i'e +hile 09 percent of respondent +ere dissatisfied

+ithpaid ser#ices

0C) or! the std$ it fond that B> percent of the respondent +ere satisfied +ith

o#erall prodct *aa Plsar +hile 00 percent +ere dissatisfied)

4." Conc*u&ion:-

ro! the std$ +e conclde that The respondents are highl$ satisfied +ith the present

*aa plsar "i'e) The reason is "ecase of their "rand i!age and st$le of the "i'e and

the co!fort and also the free ser#ices pro#ided "$ the!) *t there are fe+ respondents

+ho are not satisfied +ith the price) So the co!pan$ shold loo' on the price also) .ost

of the csto!er are dissatisfied fro! ser#ices gi#en "$ dealer ?free@so co!pan$ as +ell

as dealer has concentrate on free ser#ices)

5hen co!pared to all *aa "i'es, *aa Plsar is sold !an$) *ecase, the !ain thing is,

it is #er$ fa!iliar to all the people +hen co!pared +ith all other *aa "i'es)

Sinhgad Institte of *siness .anage!ent, 1a!lapr ( 3C (


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3UESTIONNAIRE

Nae: QQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQQ

2ender:

.ale

e!aleA!e: 0B( 2< 20(3< 30(4< 4< and a"o#e

Month*y *elo+ 0


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2) If $es !ention the series +hich $o are a+are

09


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02) Are $o satisfied +ith the safet$

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04) Are $o satisfied +ith paid er#ices gi#en "$ the!


09) Are $o satisfied +ith o#erall prodc as *aa PlsarYes No

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