Authorised Dealership Study
A group of MBA students from the Karachi School for Business & Leadership (KSBL), as part of a study, aim to find out the consumer behaviour of car users who go to an Authorised Dealership for car maintenance.

The insights obtained from your responses will help us gauge a better understanding of behaviour pertaining to car maintenance.
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Note: This survey is only for users of Authorised Toyota/Suzuki/Honda Dealer Services
Estimated completion time: 4-6 minutes
  What is the make of your car? *
Which Authorised Dealership do you visit most often? *
e.g. Toyota Eastern Motors/Suzuki Macca Motors
When was your last visit? *
How much do you spend on average on each visit? *
How often do you use dealership services? *
Please select the engine capacity of your car *
Who owns the car?
Clear selection
What is the model of the car (year)? *
Please express your level of Agreement/Disagreement with each of the following statements. *
Strongly Disagree
Disagree
Neither Agree nor Disagree
Agree
Strongly Agree
I take interest in maintaining my car
I have technical knowledge about car maintenance
Car maintenance is a hassle
I keep up with the latest innovations in the auto-mobile industry
I don't mind paying more for additional services that add to convenience of car maintenance
I take pride in taking my car to an authorised dealership
Dealership maintained cars are generally in a better condition than local mechanics'
Dealership charges are fair and reasonable
Importance
How important are the following attributes of Authorised Dealerships for you? *
1 (Least important)
2
3
4
5 (Most important)
Staff Attitude & Skill
Timeliness of vehicle delivery
Overall problem diagnosis & Evaluation
Completion of the job
Fairness of charges
Surety of genuine parts
Transparency of work
Ease of appointments
Variety of services offered
Post-service feedback and responsiveness to your complaints
Overall Infrastructure and Facility
Rate Your Dealership
How would you rate your current dealership on the following? *
1 (Worst)
2
3
4
5 (Best)
Staff Attitude & Skill
Timeliness of vehicle delivery
Overall problem diagnosis & Evaluation
Completion of the job
Fairness of charges
Surety of genuine parts
Transparency of work
Ease of appointments
Variety of services offered
Post-service feedback and responsiveness to your complaints
Overall Infrastructure and Facility
For each the following jobs please indicate your mechanic preference *
Only Local Mechanic
Prefer Local Mechanic
Indifferent
Prefer Dealership
Only Dealership
Periodic Maintenance (e.g Oil change etc)
Minor Repairs (e.g Tuning, Brake service etc)
Major Repairs (e.g Engine overhaul, Suspension replacement etc)
Complex Diagnoses
Accidental Repairs
Would you use any of the following services if offered by your dealership?
Yes
No
Unsure
Pick and Drop facility of vehicle
Uniform pricing across dealerships
Mobile Workshop facility
Credit facility for businesses
Mobile Application
Sunday Open
Clear selection
Any other service/facility you would want your dealership to offer? (Optional)
You may list more than 1 in the same space below.
Your Details
Age (in years). *
Monthly Income (Rs.)
Clear selection
Highest Level of Education
Clear selection
City of Residence *
Area of Residence
e.g. Gulshan-e-Iqbal, Defence etc
Thank You for your time!
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