Control Number: 001
Survey Questionnaire
THE INFLUENCE OF SERVICE QUALITY ON CUSTOMER LOYALTY AT
SELECTED INTERNET PROVIDERS IN TUPI, SOUTH COTABATO
Name (Optional): ______________________________________________________________
Dear Respondents,
This questionnaire is designed to gather data for the research study titled “The Influence
of Service Quality on Customer Loyalty at Selected Internet Providers in Tupi, South Cotabato.”
The purpose of this study is to determine how service quality influences customer loyalty among
internet subscribers. Your honest responses are important in helping the researchers understand
the experiences of internet subscribers regarding the quality of internet services in terms of
tangibility, reliability, responsiveness, assurance, and empathy, as well as customer loyalty in
terms of continued subscription, word-of-mouth, and switch resistance. All information you
provide will be treated with the highest level of confidentiality and will be used solely for
academic purposes.
Direction: Kindly rate the following statement using the scale provided below. Please check the
number most closely represents your rating.
4 – Strongly Agree
3 – Agree
2 – Disagree
1 – Strongly Disagree
Part I. Service Quality
Tangibility 4 3 2 1
1. The internet provider uses modern equipment and technology for internet
services.
2. The modem, cables, and internet facilities provided are in good condition.
3. The technicians appear neat and professional during installation or repair
services.
4. The internet provider has a clean and well-maintained customer service office.
5. The physical materials such as billing statements and service information are
clear and understandable.
Reliability 4 3 2 1
1. My internet connection is stable most of the time.
2. Internet interruptions are repaired within the promised time.
3. The internet provider consistently delivers the speed promised in the
subscription plan.
Control Number: 001
4. I rarely experience recurring internet disconnections after repair services.
5. The internet provider consistently provides dependable internet service.
Responsiveness 4 3 2 1
1. Customer service responds quickly to internet-related concerns.
2. The internet provider responds promptly to repair requests.
3. The technicians arrive promptly when there is a reported internet problem.
4. The internet provider provides updates regarding reported service
interruptions.
5. Customer concerns are handled efficiently by the internet provider
Assurance 4 3 2 1
1. I am confident in the quality of services provided by my internet provider.
2. The technicians are knowledgeable in resolving internet problems.
3. Customer service personnel communicate politely and professionally.
4. The internet provider handles customer concerns responsibly.
5. I trust my internet show understanding in maintaining the security and
reliability of the connection.
Empathy
1. The internet provider shows concern regarding customer complaints. 4 3 2 1
2. Customer service personnel understand the inconvenience caused by internet
interruptions.
3. The internet provider gives attention to the needs of subscribers.
4. The technicians treat customers with respect and courtesy.
5. The internet provider considers customers’ situations during service
interruptions and repairs.
Part II. Customer Loyalty
Continued Subscription 4 3 2 1
1. I intend to continue my subscription with my current internet provider.
2. I have no plans to switch to another internet provider.
3. I prefer to renew my subscription with my current provider.
4. I plan to continue using the services of my internet provider in the future.
5. I continue subscribing because I trust the quality of services provided by my
internet provider.
Word-of-Mouth 4 3 2 1
1. I recommend my internet provider to relatives and friends.
2. I share positive experiences regarding my internet provider with others.
3. I encourage others to subscribe to my internet provider.
4. I speak positively about my internet provider to other people.
5. I voluntarily mention my internet provider when others ask for
Control Number: 001
recommendations about internet services.
Switch Resistance 4 3 2 1
1. I do not easily switch to another internet provider.
2. I remain with my internet provider despite offers from competitors.
3. I choose to stay with my current internet provider because I am satisfied with
its services.
4. I see no reason to change to another internet provider because I am satisfied
with my current provider.
5. I prefer to stay with my current internet provider rather than switch to another
provider.
Signature: _____________________
Thank you & God Bless!