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We are Spectrum group, 8th batch, Session-2013-14 MBA students of Department of Marketing,
Jagannath University. We are conducting a research entitled “Effects of Relationship Marketing
and Customer Loyalty in Mobile Telecommunication Industry of Bangladesh: A case study of
Grameenphone”.
You will be highly appreciated if you kindly extend your cooperation in providing the following
information and thus enabling me to complete this study. We promise you that this information
will be kept confidential and will be used only for academic purpose.
Section A
Demographic Profile: (Tick where appropriate)
(a) Name-
(b) Gender: Male [ ] Female [ ]
(c) Age
i. Below 20 years [ ]
ii. 20-25 years [ ]
iii. 26-30 years [ ]
iv. 31-35 years [ ]
v. 36 and above [ ]
To what extent do you agree with the following Customer Relationship marketing
practices in mobile telecommunication industry in Bangladesh? Use a scale of 1 to 5 where 1 is
strongly disagree and 5 is strongly agree.
DisagreeStrongly
AgreeStrongly
Disagree
Neutral
Agree
Service quality
Price
DisagreeStrongly
AgreeStrongly
Disagree
Neutral
Agree
Customer loyalty
Section D
DisagreeStrongly
AgreeStrongly
Disagree
Neutral
Agree
Trust
Communication
The staffs in Grameenphone frequently communicate to
5 4 3 2 1
customers.
When there is a change in the policy, or any other relevant
5 4 3 2 1
issue, Grameenphone communicates to customers.
Reciprocity
The company often gives a good turn to their customers. 5 4 3 2 1
Grameenphone keep their promises to their customers. 5 4 3 2 1
Satisfaction
The company consistently meets customers’ expectations. 5 4 3 2 1
I am satisfied with services from Grameenphone. 5 4 3 2 1
Grameenphone emphasizes customer satisfaction as opposed to
5 4 3 2 1
rules and procedures.