Customer Satisfaction in The Telecommunications Sector of Pakistan

Customer satisfaction in the telecommunications sector of Pakistan
Hope that by the grace of Almighty Allah this questionnaire finds you in sound health.
This research is being carried out in partial fulfillment of the requirements for B.B.A Degree at
University of Sargodha, Sargodha. This questionnaire is designed to measure customer
satisfaction in the telecom sector in Pakistan. There is no right or wrong answer; we are only
interested in your views. You are not required to provide your personal information so please be
frank and honest.
Regards
Researchers: Muhammad Hassan Latif , Zubair Nawaz , Hammad Zaffar
Research Supervisor: Mr. Usman Yousaf
Department of Business Administration; University of Sargodha; Sargodha
Note: The term Mobile Network Operator refers to the company of which you are a customer e.g.
Mobilink, Ufone, Telenor, Warid or Zong.
 I am a user of: ___________________ (Please mention the name of your mobile network operator,
if you use two or more numbers then mention only your primary/main mobile number)
Price (Independent Variable)
I am satisfied with prices of packages
 I am satisfied with the price/quality ratio offered at my mobile network.
1. Strongly Disagree 2. Disagree 3. Neither agree nor disagree 4. Agree 5. Strongly Agree
 I am satisfied with the general price level of pakages at my mobile network.
 Provides a good value for the money.

 The mobile network offers the assortment of pakages I am looking for.
I am satisfied with prices of sms packages
I am satisfied with no/price ratio of sms
I am satisfied with overall prices of services
Quality (Independent Variable)

 My mobile network has good quality of service.
 I prefer this mobile network because its pakeges and quality of service are superior to its
competitors.
 The service at my mobile network are of high quality.
In my net work there is no distortion in call
In my network no text missing occoure in sms.
Sms service is quick and fast.
Employee service (Independent Variable)

 In general, I am satisfied with the service offered at my mobile network.
 The employees at my mobile network are polite to me.if any query occure.
 My mobile network has an adequate number of employees available to assist me.

In customer service center I feel comfortable envirnment.
In customer service center,they give quick response to my query
I often visit customer service center.
I feel comfortable on help line
Help line service is easy to use .
service assortment independent variable
my network offer different packages of call
my network offer different sms bandles
my network offer variety of entrtaining services
my network offer latest services
my net work offer different gprs packages
Customer loyalty(Independent Variable)
 My mobile network makes an effort to increase customer loyalty.
 My mobile network makes every effort to improve its tie with regular customers.
 My mobile network really cares about keeping their customers.

 I am happy with the efforts that my mobile network is making toward keeping me as a
customer.
 I have never seriously considered changing my mobile network.

 I consider myself to be a loyal customer of my mobile network.

 I have become more loyal towards my mobile network over the past 2-3 years
 I use my mobile network for all telecommunications related services.

 I would recommend my mobile network to my friends.

Customer satisfaction (Dependent Variable)
 Compared to other mobile network I am very satisfied with my mobile network.
 Based on all my experiences with my mobile network, I am very satisfied.
 I am satisfied with the quality of services of my mobile network.
 I am satisfied with my mobile network bonus programs (i.e. extra minutes and sms etc)
I am satisfied with customer center services
 When I face any critical situations, my mobile network manages these in a satisfactory manner.
 I trust that my mobile network informs me about new services/pakages.

 My mobile network satisfies my needs.

 My mobile network understands my needs

 The quality of my mobile network has improved over the past 2-3 years
 My overall satisfaction with my mobile network has increased over the past 2-3 years.
Iam satisfied with prices
I am satisfied with innovations of my net work
I am satisfied with network due to variety of packages
I am satisfied, because packages are according to my needs
Iam loyal to my network services
 What is your gender?

1. Male 2.Female
 Your age group in years?

1. 17-19 2. 20-22 3. 23 years and above
 I am a user of: ___________________ (Please mention the name of your mobile network operator, if you
use two or more numbers then mention only your primary/main mobile number.
1. Ufone 2. Telenor 3. Warid 4. Zong 5. Mobilink
Please mention your name: _________________________________

Email: ________________________________________________________
Mobile Number (optional): ______________________________
Thank you for your time & effort

Customer Satisfaction in The Telecommunications Sector of Pakistan

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Customer satisfaction in the telecommunications sector of Pakistan

Price (Independent Variable)

I am satisfied with prices of packages

 I am satisﬁed with the price/quality ratio offered at my mobile network.

 I am satisﬁed with the general price level of pakages at my mobile network.

 Provides a good value for the money.

 The mobile network offers the assortment of pakages I am looking for.

Quality (Independent Variable)

 The service at my mobile network are of high quality.

Employee service (Independent Variable)

 My mobile network has an adequate number of employees available to assist me.

 My mobile network really cares about keeping their customers.

 I have never seriously considered changing my mobile network.

 I consider myself to be a loyal customer of my mobile network.

 I use my mobile network for all telecommunications related services.

 I would recommend my mobile network to my friends.

Customer satisfaction (Dependent Variable)

 Compared to other mobile network I am very satisﬁed with my mobile network.

 Based on all my experiences with my mobile network, I am very satisﬁed.

 I am satisfied with the quality of services of my mobile network.

 I trust that my mobile network informs me about new services/pakages.

 My mobile network satisfies my needs.

 My mobile network understands my needs

Iam satisfied with prices

I am satisfied with innovations of my net work

I am satisfied with network due to variety of packages

I am satisfied, because packages are according to my needs

Iam loyal to my network services

 What is your gender?

 Your age group in years?

1. Ufone 2. Telenor 3. Warid 4. Zong 5. Mobilink

Please mention your name: _________________________________

Mobile Number (optional): ______________________________

Thank you for your time & effort

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