QUESTIONNAIRE ON CUSTOMER SATISFACTION AIR INDIA EXPRESS: MUSCAT TO MANGALORE SECTOR

I am a student of MBA doing my project work on the topic mentioned above. You are invited to participate in the survey that will help me to understand the level of customer satisfaction with regards to Air India Express. Your participation in this study is completely voluntary. Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential for academic purpose only.

EMOGRAPHICS Name Sex Age Employment status Business Employed Unemployed Homemaker 1 2 3 4

: : : : Retired Student Senior Citizen Other 5 6 7 8

Q1) Which vehicle do you have? Q2) How many years has it been since you purchased your vehicle? o o o o Less than one year More than one year More than three years More than five years

Q3) What is the year of manufacture of the car? Q4) Is there any loan on the vehicle? o o Yes No

Q5) Is the car used for personal or other purposes, please specify? Q6) Have you ever got your ca majorly repaired in the past? o Yes

No

Q7) If the answer is yes, what was the reason for getting it repaired? o o Accidental reasons Mechanical reasons

Q8) Which insurance company is your car insured with? Q9) Is your car insurance comprehensive or third party? o o Comprehensive Third party

Q10) What is your opinion on the pricing of the insurance product? Is it priced properly? o o Yes No

Q11) Have you changed your insurance company in the past? o o Yes No

Q12) If Yes, What were the reasons for changing your insurance company? o o o o o Not happy with the service Unhappy claim experiences with the company Change of job thus being eligible for a group discount through another insurer High premium Other, please specify

Q13) What about the services provided by your insurance company? Are you happy with that? o o Yes No

Q14) If yes, what are the reasons?

o o o o

Reasonable premium Good service Excellent quality of workshops Others, please specify

Q15) If no, what are the reasons? o o o o High premium Lack of good service Poor quality of workshops Other, please specify

Q16) Is your insurance company offering you value added services? o o Yes No

Q17) If yes, what are the value added services they are offering you?

Q18) According to you, is there any certain service that you want your insurance company to offer you? Q19) What if a o o o 7 day rent a car service 15 day rent a car service 3 year dealership premium

Q20) Can you rank them on a 1-4 scale giving 1 as the most important and 4 as least important o o o 7 day rent a car service 15 day rent a car service 3 year dealership premium

Q21) Would you mind paying an extra amount for these services?

o o

Yes No

*** Thank you for your cooperation***