Designing and pre-testing a questionnaire for two-wheeler services

Virupaxi Bagodi and Biswajit Mahanty

International Journal of Services and Operations Management, 2011, vol. 10, issue 3, 348-377

Abstract: The sale of two-wheelers in India has shown a remarkable growth in the last decade. This unprecedented growth has also necessitated for the manufacturers to offer better services to sustain the growth, achieve customer loyalty and enhance users' reliance on the vehicle. An attempt is made in this paper to understand the activities of the two-wheeler service stations and to assess customer satisfaction of the services. A questionnaire has been designed for the purpose which is subjected to pre-testing with a sample size of ten. There is a remarkable change in the phrasing of the questions and the structure of the questionnaire after the pre-test. This was done to enhance the readability as well as to make the questionnaire more focused to its target group. The pre-test also revealed the need for additional studies to capture the realities of two-wheeler service stations in India.

Keywords: questionnaire design; pre-testing; service quality; two-wheelers; India; service stations; customer satisfaction. (search for similar items in EconPapers)
Date: 2011
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