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Comparative Study Between Pnb and Sbi

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ASSIGNMENT ON
Quantitative techniques

Topic: - Customer satisfaction towards services offered by Dell service centre.

Name :- Rajani | BBA 4th sem | Roll no :- B76 | Section :-RT1909 | 11013933 |

Questionnaire
Topic: - Customer satisfaction towards services offered by Dell service centre.

1. Do you use Dell laptops or accessories? a) YES b) NO

2. Have you ever been to Dell service centre or experienced service offered by Dell?
a) YES b) NO (if no, please return this questionnaire) 3. How many times you visited Dell service centre?
a) Once
b) Twice
c) Experienced its online services only
d) Never

4. According to you, how well Dell services satisfy customer needs?
a) Maximum satisfaction
b) Somewhat satisfied
c) Satisfied
d) Somewhat not satisfied
e) Minimum satisfaction

5. Please indicate your preferences in respect of your satisfaction level regarding Dell different service by placing “1” as your most preferred and “6” as your least preferred ways. a) Dell Service Centers b) 30-Day Getting-Started Assistance c) 24/7 Comprehensive On-line Support. d) Telephone-based Assistance e) Carry In Service.

6. How you found the online assistance services provided by Dell on http://support.dell.com?
a) Helpful in problem solving
b) Sometime helpful
c) Time consuming
d) Not relevant
e) Horrible service

7. Do they provide services on time or customers have to suffer problems like Service Delay Time?
a) Several Times
b) Sometime
c) Never

8. Do they really follow flexibility in providing services in their Service centers?
a) Yes b) No

9. When you go to Dell service centers how they treat you
a) Make you comfortable ___:___:___:___:___:___:___ don’t treat you nicely
b) Listen with patience ___:___:___:___:___:___:___ Behave impatience
c) Treat you with smile ___:___:___:___:___:___:___ React in disgust mood

10. Do you think Dell Services vary according to different locations? (As in metropolitan cities they provide services in better way in respect of small cities) a) Yes b) No c) Sometimes

11. When you go to Dell service center or approach them online, they ask for your feedback in which form?
a) Written
b) Orally
c) Feedback Form
d) Suggestions
e) Don’t ask

12. Do you think they really work upon your feedback or you deal with a same problem every time?
a) Same Problem remains
b) They work on to sort out problems
c) They ignore every time
d) Sometimes it is solved

13. Please rate Dell services according to other service providers in laptop or computer related accessories. Write 1 as very good, 2 as good, 3 as nor good nor bad, 4 as bad and 5 as very bad.

Brands | Quality in service | Time taken | Flexibility in service | Services offered | Satisfactionlevel | Dell | | | | | | Hp | | | | | | Lenovo | | | | | | Apple | | | | | | Sony vaio | | | | | | HCL | | | | | |

14. How do you rate the quality of services provided by Dell?
a) Excellent
b) Very good
c) Good
d) Fair
e) Poor

15. How likely are you to recommend Dell Services to your friends?
a) Extremely likely
b) Very likely
c) Somewhat likely
d) Slightly likely
e) Not at all likely

Description about the scaling techniques and scales used in different questions

1. In first question Nominal scale is used to know whether a respondent uses or knows about Dell products and services. 2. This questions deals with Nominal scale it help us to find out the appropriate respondent.

3. Again Nominal scale is used to find out which service of Dell a respondent has experienced.

4. In this question Likert scale is used as neutral point is there and question is in balanced form.

5. This question uses rank order scaling techniques and consumers are asked to rank according to their preference.

6. In this question Nominal scale is used to know the consumers preference about Dell online services.

7. Again Nominal Scale is used to know about service delay problems in Dell Service centers.

8. This question uses Nominal scale to know the consumers view about the flexibility of operations function provided by Dell.

9. In this Semantic differential scaling technique is used it is also known as seven pointing scale which helps to know the consumer perception regarding the ways of dealing customers by Dell.

10. This question analyzes consumer preference in respect of locations of Dell service centers by using Nominal Scale.

11. Nominal scale is used to know the ways of feedback taken from Dell service centers.

12. Again Nominal scale is used to know that they really work upon the feedback and try to improve their performance.

13. Likert scaling is used to know different parameters of accessing service quality in respect of different brands.

14. Likert scaling technique is used to rate the service quality of Dell.

15. At last scaling technique is used to know the customer satisfaction and their attitude towards the Dell services.

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