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    E BUS (Questionnaire)

    Uploaded by

    Badhan Mustary
    This document contains a survey to collect background information and assess customer perceptions of service quality for a telecommunications provider. The background section collects demographic data on respondents like gender, age, income level, and occupation. The survey then asks customers about the types of services they use and what influenced their decision to subscribe. The main section rates customer agreement on statements related to the provider's service quality dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Scores are calculated for each dimension and an overall weighted score is determined to evaluate customer perceptions.

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

    E BUS (Questionnaire)

    Uploaded by

    Badhan Mustary
    40 views4 pages
    This document contains a survey to collect background information and assess customer perceptions of service quality for a telecommunications provider. The background section collects demographic data on respondents like gender, age, income level, and occupation. The survey then asks customers about the types of services they use and what influenced their decision to subscribe. The main section rates customer agreement on statements related to the provider's service quality dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Scores are calculated for each dimension and an overall weighted score is determined to evaluate customer perceptions.

    Original Description:

    EBUSINESS

    Original Title

    E BUS(Questionnaire)

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    © © All Rights Reserved

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    This document contains a survey to collect background information and assess customer perceptions of service quality for a telecommunications provider. The background section collects demographic data on respondents like gender, age, income level, and occupation. The survey then asks customers about the types of services they use and what influenced their decision to subscribe. The main section rates customer agreement on statements related to the provider's service quality dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Scores are calculated for each dimension and an overall weighted score is determined to evaluate customer perceptions.

    Copyright:

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

    E BUS (Questionnaire)

    Uploaded by

    Badhan Mustary
    This document contains a survey to collect background information and assess customer perceptions of service quality for a telecommunications provider. The background section collects demographic data on respondents like gender, age, income level, and occupation. The survey then asks customers about the types of services they use and what influenced their decision to subscribe. The main section rates customer agreement on statements related to the provider's service quality dimensions of tangibles, reliability, responsiveness, assurance, and empathy. Scores are calculated for each dimension and an overall weighted score is determined to evaluate customer perceptions.

    Copyright:

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

    BACKGROUND INFORMATION OF RESPONDENT (Please tick where applicable)

    1.Gender:

    Male

    2.Age:

    Below 20

    Female

    Between 21-25
    Between 26-30
    Between 31-35
    Between 36-40
    Above 41 years old
    4.Status:

    Single

    5.Monthly income:

    Married

    Others

    Below 1000
    Between 1000 2000
    Between 2001 3000
    Between 3001 4000
    Above 4001

    6.Occupation:

    Executive

    Non executive

    Self employed

    Others

    GENERAL INFORMATION
    1.Types of customers:

    General

    2.What encourages you to subscribe with:

    Business Customer
    Advertising

    Recommended by friends / family

    SERVICE QUALITY DIMENSIONS


    For this section, please rate how strongly you agree or disagree with each of the following statements by
    circling the appropriate numbers.

    Dimension

    Tangibles

    Statement

    1. Up-to-date
    equipment
    2. Physical facilities
    are visually appealing
    3. Employees well
    dressed
    4. appearance of the
    physical are consistent

    Reliability

    5. Provide Promised
    Service.
    6. Can always reach
    any time as want.
    7. The phone line is
    always clear.
    8. Can access
    information as want.
    9. When have a
    problem with services
    shows interest.

    Responsiveness

    10. Actions are


    immediately when
    complain is made.
    11. Tell about exactly
    when service will be
    performed.
    12. Give prompt
    service.
    13. Willing to help.

    Strongly
    Disagree
    (Score-1)

    Disagree
    (Score-2)

    Moderate
    (Score-3)

    Agree
    (Score-4)

    Strongly
    agree
    (Score-5)

    Assurance

    14. Knowledgeable
    about their products.
    15. Are able to solve
    problem with
    satisfactory.
    16. Agents are very
    helpful.
    17. Employees instill
    confidence in me.

    Empathy

    18. Firm give each


    customer individual
    attention
    19. Employees give
    each customer
    individual attention
    20. It is unrealistic to
    expect employees to
    understand the needs
    of customers
    21. It is unreasonable
    to expect employees
    to have best interest
    of customers
    22. Firms should not
    necessarily have to
    operate at hours
    convenient to all
    customers
    Unweighted Average SERVQUAL score:

    Table 1 - Calculation of SERVQUAL Scores

    Features

    Points

    1. The appearance of the bkash physical facilities, equipment,


    personnel and communication materials.
    2. The bkash's ability to perform the promised service dependably
    and accurately
    3. The bkashs willingness to help customers and provide prompt
    service.
    4. The knowledge and courtesy of the bkash's employees and their
    ability to convey trust and confidence.
    5. The caring individual attention the bkash provides its customers.
    Total:

    100

    Table 2 - SERVQUAL Importance Weights

    SERVQUAL Dimension

    Score from Table


    1

    Weighting from
    Table 2

    Tangibility
    Reliability
    Responsiveness
    Assurance
    Empathy

    Average Weighted score:

    Table 3 - Calculation of Weighted SERVQUAL Scores

    Weighted
    Score

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