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Dear Respondents,
We are pursuing MBA from Xcellon Institute-School of Business. Our topic for the study is
'To understand behaviour of retail shop owners'. I would appreciate if you could spare
some time and think in completing the questionnaire. The information you will provide
will be used only for academic purpose.
Personal Information:
A. Name:
B. Age

<25

25-34

35-50

>50

C. Phone NO:
D. E-Mail:
E. Gender:
F.

Female

Occupation: Job

Male
Student

House wives

G. Income level: 0-2,50,000

2,50,000-5,00,000

H. Educational Qualification: < 12th

Other

Graduation

>5,00,000
Post-graduation

Questionnaire
1. Name top three retailors from where you wish to purchase FMCG products?
1 Jaihind Stores
2 Jagdish Provision Stores
3 Alka Stores
2. From how many years are you using the services of the retailer?
< 1 year
1-2 years
2-5 years
> 5 years

3. Why you are purchasing from a particular retail outlet?

Discount/Low price
Credit period
Quality
Near location
Home delivery
Owner behaviour
Trust
4. Rate the retailer based on following parameters of owners behaviour
Parameter
He provides
Information
about different
Products
He shows all
available variety
He answers all
your query
He listen to me
Carefully
He smile &
greet well
He offer water/
other thing
He talks in a
good tone
He use good
Language
He dressed
Properly

Highly
disagree

Disagree

Neutral

Agree

Highly Agree

5. Rate the following dimension of retailer based on his equipments used

Parameter

Highly
disagree

Disagree

Neutral

Agree

Highly Agree

He is Providing
and Swapping
Facility
He is using
Electronic
Management
He is using SMS
and Whatsapp
for receiving
Order
He is using
digital camera
in store
He is using
mobile apps
He is giving
electronic bill

6. Rate the following dimension of retailor based on Customer Relationship Management practices
followed by retailors
Parameter
Retailor uses
loyalty card
Retailor provide
free home
Delivery
Retailor update
about new
stock in the
Store
Retailor bring
product on
Demand
Retailor provide
Credit
facility/EMI
Retailor
Manage
Complain
Properly

Highly
disagree

Disagree

Neutral

Agree

Highly Agree

7. Rate following dimension of retailor based on quality and variety of product.

Parameter

Highly disagree

Disagree

Neutral

Agree

Highly Agree

He is providing all brands of products

He is having different package sized
products
Product in the store is properly
arranged & visible
Product in the store is of good quality
& safe to use
All products are of before expiry date
He is carrying large variety of product
range

8. Rate the retailer based on neatness and cleanliness of the store?

1
2
3
4
5

9. State your overall satisfaction/dissatisfaction with respect to your retailor

Highly dissatisfied,
ness

Dissatisfied,

Neutral,

Satisfied,

Highly satisfied