“THE

EFFECT OF AFTER SALES SERVICE ON CUSTOMER BRAND LOYALTY OF TOYOTA”

QUESTIONNAIRE
Name:_____________________________
Customer satisfaction

1. To what extend are you satisfied with the after sale services provided
by toyota.

1 2 3 4 5

2. Are you satisfied with the services of your brand?

Yes No

3. Are you satisfied with the service charges charged by Toyota service
centre?

Yes No
Brand and brand loyalty
1. To what extend does the after sale service enhance the brand image of
toyota

1 2 3 4 5

2. Which brand of toyota do you use?

a) Corolla

b) Hilux

c) Camry

d) Coure

3. Would you prefer others, to buy Toyota on the basis of after sales?

Yes No

4. What suggestions do you want to give to Toyota to improve its brand

loyalty?

Comment______________________________________________________________
__________________________________________________________________________
______________________________________________________

5. Do you think that after sales service is the main factor for increase in
customer brand loyalty?
 Yes No

6. What suggestions do you want to give to Toyota to improve its brand

loyalty?

Yes No

After sales service

1. What are the improvements that u want to see in the after sale
services. Do you want to add any?

Comment____________________________________________________________________
_____________________________________________________________________________
________________________________________________

2. Will you be choosing Toyota cars in the future for its after sale services.

Yes No

3. What kind of after sales service are you availing from Toyota?

a. Insurance

b. Warranty

c. In house repairing
 d. Maintenance

e. others

4. How important is the after sale services in selection of a Toyota car?

1 2 3 4 5

5. How much resale ease factor is important in selecting a Toyota car

brand?

1 2 3 4 5

6. Rank the after sales services on your preferences at service centre.

a. Insurance 1 2 3 4 5

b. Warranty 1 2 3 4 5

c. In house repairing 1 2 3 4 5

d. Maintenance 1 2 3 4 5

e. Others 1 2 3 4 5

7. Would you like Toyota repair team to pick and drop your car for
maintenance?
 Yes No

8. Do you think that after sales service of Toyota will affect the customer
brand loyalty?

Yes No

9. Do you face legal or formal complexities while claiming your warranty

and insurance?

Yes No

10. Will you like the new service of Toyota, which will be providing
the pick and drop after sales service?

Yes No

11. What suggestions do you want to give to Toyota to improve its

after sales services?

Comment____________________________________________________________________
_____________________________________________________________________________
________________________

12.Do you differentiate Toyota from its competitors based on after sales
service?

Yes No
 QUESTIONNAIRE
“THE EFFECT OF AFTER SALES SERVICE ON CUSTOMER BRAND LOYALTY OF
TOYOTA”

GROUP MEMBERS

1. AHMED ABBAS (1025102)

2. QASIM HASAN BUKAI (1025125)

 3. M.ASHHAD KHAN (1025120)

4. JUNED ALI SHAH (1025118)

5. MUKESH KUMAR (1025121)

SUBMITTED TO:

SIR ZAKI RASHIDI