Total Customer Satisfaction Index:

Total Customer Satisfaction Index

Satisfactio
Features/
Parameters
Stylish look

Importance
Score (a)
4.47

n
Score (b)
4.77

Weighted
Factor(c)
(a/T)
0.1059

Weighted
Score
(d) = (b*c)
0.5051

Better Mileage

3.63

2.65

0.0860

0.2279

Status Symbol

4.71

4.48

0.1116

0.5000

Power/Pickup

4.24

4.18

0.1005

0.4201

Affordable Price

3.35

2.80

0.0794

0.2223

Good Resale Value

3.46

3.78

0.0820

0.3100

Low Maintenance Cost

3.35

3.55

0.0794

0.2819

Safety & Security

4.21

3.77

0.0998

0.3762

After sale service

2.88

2.84

0.0683

0.1940

Brand Image

3.36

3.51

0.0796

0.2794

Easy availability of genuine

spare -parts
Total

4.53

4.28

0.1074

0.4597

T=42.19

Total Customer Satisfaction Index

Calculation:
a = Average importance score assigned by all respondents for each parameter
b = Average satisfaction Score assigned by all respondents for each parameter
c= Weighted Factor (a/T)
d = Weighted Score (b*c)
T= Sum of all average importance score

(3.7766*2)
=7.5532
75.53%

For Example: Stylish Look

a= 4.47
b= 4.77
T= 42.19
Weighting Factor(c) = (a/T)
= (4.47/42.19)
=0.1059
Weighted Score (d) = (b*c)
= (4.77*0.1059)
= 0.5051
Total Customer Satisfaction Index = 75.53%