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    Questionnaire

    Uploaded by

    Abhay Thakkar
    The document contains a questionnaire to assess customer satisfaction with mobile telecommunication service providers. It collects demographic information and asks customers to rate their level of agreement with statements regarding the provider's tangible qualities, reliability, responsiveness, assurance, empathy, convenience, network quality, price, place, product, and promotion. It also asks the customer to rate their overall satisfaction and likelihood to continue using the provider.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Questionnaire

    Uploaded by

    Abhay Thakkar
    96 views4 pages
    The document contains a questionnaire to assess customer satisfaction with mobile telecommunication service providers. It collects demographic information and asks customers to rate their level of agreement with statements regarding the provider's tangible qualities, reliability, responsiveness, assurance, empathy, convenience, network quality, price, place, product, and promotion. It also asks the customer to rate their overall satisfaction and likelihood to continue using the provider.

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    service provider

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    The document contains a questionnaire to assess customer satisfaction with mobile telecommunication service providers. It collects demographic information and asks customers to rate their level of agreement with statements regarding the provider's tangible qualities, reliability, responsiveness, assurance, empathy, convenience, network quality, price, place, product, and promotion. It also asks the customer to rate their overall satisfaction and likelihood to continue using the provider.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    96 views4 pages

    Questionnaire

    Uploaded by

    Abhay Thakkar
    The document contains a questionnaire to assess customer satisfaction with mobile telecommunication service providers. It collects demographic information and asks customers to rate their level of agreement with statements regarding the provider's tangible qualities, reliability, responsiveness, assurance, empathy, convenience, network quality, price, place, product, and promotion. It also asks the customer to rate their overall satisfaction and likelihood to continue using the provider.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    Questionnaire

    Customer Name :( Optional) ____________________________


    Name of Hand-Set model: ___________

    PART I
    1. Gender:
    Male Female
    2. Age:
    15-25 years old 26-35 years old 36-45 years old
    46-55 years old 55 years old
    3. Education Qualification
    Secondary school High school Bachelor degree Master degree and higher
    4. Occupation
    Student Self-employment/Business Private employee
    Public employee other professions (Please specify) ____________
    5. Monthly income
    Less than 20,000 20,001-40,000 40,001-60,000
    60,001-80,000 80,001-1,00,000 More than 1,00,000
    6. Which telecommunication service provider are you using the most?
    VODAFONE AIRTEL IDEA BSNL AIRCEL TATA DOCOMO
    RELIANCE other (Please specify)..
    7. How long have you been used the current service provider?
    Less Than 1year 1-2 Years 2-3 Years
    3-4 Years 4-5 Years More Than 5years
    8. Which connection are you using from this company?
    Prepaid Post Paid
    9. Which service do you use from this company? (Rank 1 to 5 as per your use)
    CALL
    SMS
    MMS
    Mobile internet service
    Ringtone download

    10. How much is your average expense per month in using service from this

    company?

    Less than 300 300-500 501-1000


    1,001-1,500 1,501-2,000 More than 2,000

    PART II
    Based on the mobile telecommunication service provider that you are using,
    please tick ( ) one of the boxes that best fits your level of agreement with each
    statement:
    5=strongly agree; 4=agree; 3=neutral; 2=disagree; 1= strongly disagree
    Tangible
    1 Service provider has up-to-date equipment.
    2 Service providers physical facilities are suitable to you.
    3 Contact Staff appear alert
    4 Materials (e.g., pamphlets, etc.) are visually appealing
    Reliability
    5 When service providers promise to do something by a certain
    time, they does so.
    6 When I have problems about service, a service provider can
    solve problems correctly.
    7 Billing system accurate and error fee
    8 Timeliness of bills
    Responsiveness
    9 I receive quickly service from customer service staffs.
    10 Customer service staffs are always willing to help customers.
    11 Customer service staffs always help customers immediately.
    Assurance
    12 I feel safe in your transactions with customer service staffs.
    13 Customer service staffs do their job well.
    14 Friendly
    15 Polite
    16 Behaviour instills confidence in you

    Empathy
    17 A service provider pays attention in delivering services.
    18 Customer service staffs know what I need.
    19 A service provider explains information to me clearly.

    20 Easily accessible
    Convenience
    2 Convenient business hours

    1
    2
    2
    2
    3
    2
    4

    You get clear and undisturbed voice


    The stability of the signal when using the mobile telephone
    service i.e. Call Drop Issue

    Mobile internet has high speed

    Clearly inform about calling rate and price charge.

    The location of store is close to your home or work place

    Promotion
    3 Advertisement persuades me to purchase this service

    5
    3
    6

    Your call gets connected to the called person during first attempt

    Place
    3 There are many stores to serve customers.

    3
    3
    4

    Your service provider provides flexibility in the payment of bills

    Price
    3 Price offering by this company is reasonable.

    1
    3
    2

    Application formalities are simple

    Product
    2 This telecommunication service company has a variety of
    9 products.

    3
    0

    Ease of lodging the complaints/queries

    Network Quality
    2 Sufficient network coverage (on highways, inside the buildings,
    5 and underground/basement)

    2
    6
    2
    7
    2
    8

    There are many advertisements on the media (e.g. TV, Radio,


    Newspapers, Bill board Magazine).

    Respondents satisfaction.
    3 I am satisfied with using the mobile telecommunication
    7 services from this company.

    3
    8

    I will continue to use the mobile telecommunication services


    provided by this telecom company.

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