EVANGELICAL PRESBYTERIAN UNIVERSITY COLLEGE

The Effect of Customer Service on Performance: Evidence of Telecommunications Industry

Research Questionnaire

This research is strictly for academic purpose; I hereby guarantee my willing respondents that the

information provided shall be treated with utmost confidentiality.

Please tick as applicable

SECTION A: DEMOGRAPHY

1. Sex: (1) Male [ ] (2) Female [ ]

2. Age: (1) below 18yrs [ ] (2) 18-25yrs [ ] (3) 26-35yrs [ ]

(4) 36-45yrs [ ] (5) 46-56yrs [ ] (6) Above 56yrs [ ]

3. Highest educational level (1) JHS/SHS [ ] (2) HND/Diploma [ ] (3) Degree

Masters [ ] (4) Doctorate [ ] (5) Other (specify):

4. Length of service usage (1) 1-5 years [ ] (2) 6-10 years [ ] (3) 11-15 years [ ]

(4) 16-20 years [ ] (5) 21 years and above [ ]

SECTION B (GENERAL INFORMATION)

Challenges in Offering Quality Customer Service

5. Please indicate the level of importance attached to each of the following indicators as challenges

in offering quality customer services. Use the Likert scale below:

1 = strongly disagree 2 = Disagree 3 = Uncertain 4 = Agree 5 = strongly agree

 SD D U A SA

Lack of provision of feedback to

X1 customer

X2 Inconsistent customer service delivery

X3 Lack of trust worthiness

X4 Poor network coverage

Service charges does not match

X5
services provided

Others (please specify)

Quality Customer Service and Performance

6. On the whole, indicate your overall satisfaction with Network Provided?

Very satisfied [ ] Satisfied [ ] Neutral [ ]

Dissatisfied [ ] Very dissatisfied [ ]

7. In your opinion as a customer, to what extent do you think customer satisfaction have a direct

impact relationship with profitability of the network provided? (1) Very large extent [ ]

(2) Large extent [ ] (3) Moderate extent [ ] (4) Small extent [ ]

8. In your opinion as a customer, to what extent do you think perceived quality service delivery

affects the performance of the network provided? (1) Very large extent [ ]

(2) Large extent [ ] (3) Moderate extent [ ] (4) Small extent [ ]

Factors that Influence Quality Customer Service Delivery

9. Please indicate the level of importance attached to each of the following indicators as factors

that influence quality customer service delivery. Use the Likert scale below:

1 = strongly disagree 2 = Disagree 3 = Uncertain 4 = Agree 5 = strongly agree

SD D U A SA

Staff will inform customers about new

X1 product or services

Promotion to reward customers are

X2 regular

Customers are given individual

X3 attention

Ability to resolve complaints on

X4 schedule

X5 Location of the office is convenient

Service provided by network

X6 provided is professional

X7 Convenient hours of operations

Performing the services at designated

X8
time
X9 Accuracy in billing

X10 Keeping records correctly

X11 Less waiting time to get the services

X12 Easy accessibility of services

Thank you