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Service Quality Survey in Indian Telecom

This document contains a questionnaire to assess customer satisfaction with telecom service providers in India. It collects information such as the respondent's demographics, current service provider, connection type, tenure as a customer, and reasons for choosing their provider. It then lists statements to rate various aspects of service quality like tangible facilities, reliability, responsiveness, assurance, and empathy. Finally, it asks the respondent to rate their overall satisfaction and likelihood of recommending or continuing with their current provider.

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Mandeep Sharma
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9 views3 pages

Service Quality Survey in Indian Telecom

This document contains a questionnaire to assess customer satisfaction with telecom service providers in India. It collects information such as the respondent's demographics, current service provider, connection type, tenure as a customer, and reasons for choosing their provider. It then lists statements to rate various aspects of service quality like tangible facilities, reliability, responsiveness, assurance, and empathy. Finally, it asks the respondent to rate their overall satisfaction and likelihood of recommending or continuing with their current provider.

Uploaded by

Mandeep Sharma
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Questionnaire This questionnaire attempts to explore the Service Quality in Indian Telecom Sector.

Your cooperation in filling out this questionnaire will be immensely helpful in this regard. Your information will not be disclosed. Name Age.. Gender Mobile No. Idea BSNL..

1. Whose services are you rendering now? Airtel. Vodafone..

2. Which type of connection do you prefer? Postpaid Prepaid.. 3. How long have you using this connection? Less than 6months 1-2 year.

6months-1year More than 2 year.

4. What encourage you to subscribe with particular service provider? Brand Image Price. Recommended by family.. Network Service Weights for each category are given bellow: [Strongly Disagree = 1], [Disagree = 2], [Neutral = 3], [Agree = 4], [Strongly Agree = 5]

Tangible Dimension: 5. The employees of your service provider are neat in appearance. Strongly Disagree Disagree Neutral. [Link] Agree..
6. Physical facilities of your service provider are visually appealing.

Strongly Disagree Disagree Neutral. [Link] Agree. 7. Your Service provider provides the detail information about Product and Packages. Strongly Disagree Disagree Neutrals. Agree. Strongly Agree.. 8. Your service provider have the modern looking equipment Strongly Disagree Disagree Neutrals. Agree. Strongly Agree..

Reliability Dimension:

9. When your service provider promise to do something by certain time it does so. Strongly Disagree Disagree Neutral. Agree. Strongly Agree.. 10. When you have a problem with service, than your service provider shows a sincere interest in solving it. Strongly Disagree Disagree Neutral. Agree. Strongly Agree.. 11. Can you access the information by using broadband service at fast speed Strongly Disagree Disagree Neutral. Agree. Strongly Agree..

Responsiveness Dimension: 12. Employee of your service provider are willing to help you Strongly Disagree Disagree Neutral. Agree. Strongly Agree.. 13. Your service provider take a immediate action on your compliant Strongly Disagree Disagree Neutral. Agree. Strongly Agree.. 14. Your service provider you informed about when services will be performed Strongly Disagree Disagree Neutral. Agree. Strongly Agree.. 15. Employees of your service provider give you prompt(fast) service. Strongly Disagree Disagree Neutral. Agree. Strongly Agree..

Assurance Dimension: 16. Employees of your service provider are consistently courteous with you. Strongly Disagree Disagree Neutral. Agree. Strongly Agree..

17. Employees of service provider are Knowledgeable about their product Strongly Disagree Disagree Neutral. Agree. Strongly Agree..

18. Employees of service provider are able to solve your problem with satisfactory Strongly Disagree Disagree Neutral. Agree. Strongly Agree..

Empathy Dimension:
19. Employees of your service provider listen carefully to your needs

Strongly Disagree Disagree Neutral. Agree.

Strongly Agree..

20. Employees of your service provider give you personal attention Strongly Disagree Disagree Neutral. Agree. Strongly Agree..

21. Employees of your service provider understand your specific needs Strongly Disagree Disagree Neutral. Agree. Strongly Agree..

22. Rate your satisfaction level of your service provider? Very bad. Bad. Neutral Good Very good.
23. Will you recommended the service of your service provider to another?

YES..........................

NO..

24. Will you like the continue the service of your service provider? YES NO

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