QUESTIONNAIRE

Q. 1 My current cellular service provider (mobile phone service provider) is (Tick() the right answer) a)Vodafone b)Airtel c)Idea d)Loop e)Aircel f)Docomo g)Uninor h)Reliance i)MTNL j)Others (Mention) _________

Q.2 Based on your experiences with your cellular service provider, indicate your opinion/perception of the quality of service compared to your desired level of service. Note that desired level of service is the level of performance you believe an excellent company can & should deliver. (1. indicates lowest/poorest performance by your current cellular service provider and 9. indicates highest/best performance) My Opinion/perception of my current service providers actual performance compared to my desired service level. poor performance 1 2 3 best performance 7 8 9

Service Quality Factors

Network Quality 2.1) Cellular service provider provides good network coverage even while roaming 2.2) Cellular service provider provides clear & undisturbed voice quality 2.3) Few premature disconnection of calls 2.4) Few wrong connection/ cross connection problems 2.5) Able to make calls at all times without network congestion problems 2.6) Good network connection while indoors/in lifts etc

Service Quality Factors

My Opinion/perception of my current service providers actual performance compared to my desired service level. poor performance 1 2 3 best performance 7 8 9

2.7)Good network connection even at high altitudes/highways/outside city limits/rural areas etc Reliability 2.8)Cellular service provider performs right service the very first time 2.9) Cellular service provider provides service at promised time 2.10)Cellular service provider shows sincere interest in solving customer problems 2.11) Provides accurate & error-free bills and records 2.12) There is timeliness of bills Responsiveness 2.13)Employees tell customers exactly when services will be performed 2.14) Employees give prompt service 2.15) Employees are always willing to help customers. 2.16) Employees are never too busy to respond Assurance 2.17) Employees are courteous, friendly and polite while handling complaints/queries 2.18) Employees have knowledge to answer questions 2.19) Employees behavior instills confidence in customers 2.20) Customers feel safe in transacting with cellular service provider.

Service Quality Factors

My Opinion/perception of my current service providers actual performance compared to my desired service level. poor performance 1 2 3 best performance 7 8 9

Empathy 2.21) Cellular service provider gives customers individual attention 2.22) Cellular service provider has customers best interests at heart 2.23) Employees understand specific needs of their customers Tangibles 2.24) Cellular service provider has modern looking equipment 2.25) Physical facilities (ambience of outlet) is visually appealing 2.26) Employees are neat in appearance 2.27) Materials associated with the service (pamphlets statements) are visually appealing Complaint Handling 2.28) Employees take complaints seriously 2.29)Complaints are resolved quickly 2.30)Customers are kept wellinformed about the progress of complaints Convenience 2.31) Cellular service provider provides ease of lodging complaints/ queries 2.32) There is ease of recharging 2.33) Flexibility/ease of payment of bills 2.34)There is simple application formalities for new connection or service 2.35) Cellular service provider has operating hours convenient to customers 2.36)Retail network of service provider is easily located

Service Quality Factors

My Opinion/perception of my current service providers actual performance compared to my desired service level. poor performance 1 2 3 best performance 7 8 9

Value added services 2.37) Cellular service provider offers variety of value added services 2.38) Value added service provided is convenient to use 2.39) Value added service is provided at reasonable rates Pricing 2.40) Cellular service provider charges reasonable prices 2.41)Cellular service provider has honest pricing structure (no hidden costs, get full talk time etc) 2.42) Able to get variety of price plans (flexibility) Overall Score 2.43) My cellular service providers Service Value(quality vis-a-vis price) is 2.44) Overall service quality of my cellular service provider is 2.45) Overall satisfaction with my service provider is Q. 3 Which of the following service factors are important to you, in a cellular service provider (Distribute total 100 marks among factors that are important to you. You may or may not award marks to all the factors. However the sum total of all the marks should be 100, whether you distribute it among few or all the factors.) Network quality Reliability Responsiveness Assurance Empathy Tangibles Complaint handling Convenience Value added services Pricing _________ _________ _________ _________ _________ _________ _________ _________ _________ _________ 4

a) b) c) d) e) f) g) h) i) j)

Q. 4

Total Marks out of 100 Which of the following Value added Services are important to you (Rank the services in the order of importance, 1 being the most important, 2 being next most important and so on and so forth. You may or may not rank all the value added services.) Rank a) SMS b) MMS c) Internet services (GPRS/ 3G) d) Discounts/promotional schemes e.g Family and friends, Night call charges less etc e) Downloading video on mobile f) Participation in polls & contests through mobile g) Alert services (cricket, stock, news, weather etc.) h) Content downloads (wall papers, ring tone, picture messages, caller tune, games, etc.) i) m-Commerce (financial transactions over mobile) j) Facilities of recharge,balance enquiry, roaming, tariffs etc. k) Download of mobile application (e.g mobile compass, currency converter) l) Advertisement on mobile m) Any other

Q. 5

Kindly rate the items below as 1 if you strongly disagree with the statements & 9 if you strongly agree.

Items 5.1) Service offerings of different service providers are more or less the same 5.2)When it comes to cellular services, I am uninvolved/ indifferent or am not bothered about which cellular service provider I am using. 5.3) It is difficult to understand/analyze the differences in service offerings of different service providers 5.4) If I change my service provider,I would be concerned about the people who would dial my previous number & couldnt reach me.

Strongly Disagree 1 2 3

Strongly Agree 7 8 9

Items 5.5)Learning to use another service providers services (including usage of MMS,GPRS etc) would not be easy 5.6) I am more comfortable interacting with the employees working with my service provider than I would be if I switched provider. 5.7)The brand name/image/status of the service provider I use is not important to me 5.8)Switching to new service provider will probably involve extra financial cost(e.g, initial subscription cost etc) 5.9)Gathering information & comparing cellular service provider companies with one another takes lot of time and effort 5.10)Formalities/process of changing service provider is not easy 5.11) If I switch to new operator, services offered by new operator might not work as expected 5.12)It will be easy for me to consider switching to new provider if my number remains the same 5.13) It is more convenient/ comfortable for me to remain with my current service provider than to change 6

Strongly Disagree 1 2 3

Strongly Agree 7 8 9

Q. 6 Kindly rate the items below as 1 for not at all likely that you will do it & 7 for extremely likely that you will do it. 1 2 not at all likely 6.1) I say positive things about my cellular service provider to other people 6.2) I recommend my cellular service provider to someone who seeks advice 6.3) I encourage friends & relatives to do business with my cellular service provider. 6.4) I consider my cellular service provider as my first choice to buy cellular services. 6.5) I intend to do more business with my cellular service provider in next few years 6.6) I intend to do less business with my cellular service provider in next few years 6.7) I intend to switch my current cellular service provider in the near future 6.8) I will take some of my business to a competitor that offers better prices 6.9) I will continue to do business with my cellular service provider 7 3 4 5 6 7 extremely likely

even if its prices increase somewhat 6.10) I dont mind paying a higher price than competitors charge for benefits I currently receive from my cellular service provider. 6.11) I will switch to competitor if I experience problem with my cellular service providers service 6.12) I will complain to other customers if I experience a problem with my cellular service provider service 1 2 not at all likely 6.13) I will complain to external agencies like consumer protection council if I experience a problem with my cellular service providers service 6.14) I will complain to my cellular service providers employees if I experience a problem with my cellular service providers service Q. 7 7.1) For how many years you have been using cellular services. (Tick any one answer) a) <1 year d) 5 &< 8 yrs. b) 1& <3yrs c) 3 & <5yrs e) 8 years 3 4 5 6 7 extremely likely

7.2) How many service providers you have subscribed, used till date. (tick ( ) any one answer) a) Only One ( not changed at all) b) Two c) Three 8

d) Four e) >Four 7.3) You switched to your current service provider using which source (tick ( ) any one answer) a) Seeing advertisements/other commercial sources b) Based on references from friends/ family c) Any other (mention) ______________ 7.4) You have been with your current service provider since (tick ( ) any one answer) a) < 1 year d) 4 & < 6 years b) 1& < 2 years c) 2& <4 years 7.5) How many members of your family / home have same service provider as you a) All members use same service provider b) Each member uses different provider c) Some use same provider, some different Q. 8 answer) a)Vodafone b)Airtel c)Idea d)Loop e)Aircel f)Docomo g)Uninor h)Reliance i)MTNL j)Others (Mention) _________ To be answered only if you switched service providers at any time to date. 8.1) My earlier service provider before this provider was (Tick () any one e) 6 years

8.2) answer)

I switched to current service provider because I was (tick () any one

a) Unhappy with earlier service provider b) Happy with earlier service provider, but new current service provider was offering more attractive alternatives c) Changed cities and old service provider not available in new city d) My company where I work, tied up with new service provider e) My friends/family were using new service provider and it was better for me to use the same service provider that my friends /family were using f) Any other reason (Please mention) ___________________________ Q. 9 Demographic data Name : _________________________ Area : __________ Mobile No: __________ For each of below, tick () any one answer 1. You use
prepaid b) post paid service

2. Your Age a)Age 15 years & < 20 years b) 20 yrs.& < 30 yrs c) 30yrs. & < 40yrs.

d) 40 yrs & < 50 yrs e) 50 yrs & < 65 yrs f) 65 yrs

3. Sex : 4. Education : a) SSC / HSC pass b) Graduate

a) Male

b) Female c) Post graduate d) Professional ducation (CA, MBA, etc.)

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5. Occupation: a) Service b) Business

c) Homemaker d) Student e) Retired

6. Your main purpose of usage : a) Business purpose b) Social interactions c) Safety / Security 7. Your Average bill per month : a) Rs. 250 & < Rs.500 b) Rs. 500 & < Rs. 1000 c) Rs.1000 & < 1500 d) Rs.1500 & < 2000 e) Rs. 2000 & < 3000 f) Rs.3000 & <4000 g) Rs. 4000 & < 7000 h) 7000

8.

Family Income : d) Rs.1 lakh & < 3 lakhs per mth. e) Rs. 3 Lakhs & < 5 lakhs per mth. f) 5 Lakhs per mth.

a) < 25000 Rs. per month b) Rs. 25000 & < 50000 per mth. c) Rs. 50000& < 1 lakh per mth

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