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.
