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ISSUES IN MARKETING: CUSTOMER RETENTION OF USER MOBILE SERVICE PROVIDER QUESTIONNAIRE

We are a student group from .. and we are conducting this survey as part of a class project for. We are conducting research on the customer retention on mobile service provider. Our intention is to examine the quality of their service and identify the needs of user. Thank you for your assistance.

SECTION A: MOBILE SERVICE USER PROFILE


1. What is your current mobile service provider? Maxis Celcom Digi Tune talk U Mobile 2. Have you switched your mobile service provider before? Yes No 3. If your answer is yes, who is your previous mobile service provider? Maxis Celcom Digi Tune talk U Mobile 4. How long have you used mobile phone services? Less than one year 1-3 4-6 5-7 8 - 10 More than 10 years 5. What kind of the transaction payment you are used? Prepaid Post-paid 6. How much do you spend on the mobile telecommunication service approximately every month? Below RM 50 RM 51 RM 100 RM 101 RM 150 RM 151 RM 200 RM 201 and above

7. Who pays for your use of mobile services? Me Parents Employers

SECTION B: CUSTOMER RETENTION


PLEASE RATE REFERS THE FOLLOWING SCALE: 1 Strongly agree 2 Agree 3 natural 4 Disagree 5 Strongly disagree

What caused that affect your choice on your current mobile telecommunication supplier? BIL 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. TOPIC Mobile supplier brand name and image. Network geographical coverage Voice clarity Aftersales services Customer services departments Suppliers billing system Number of free minutes given by the supplier Number of free text messages given by the supplier Group calling discount or allowances E.g. family pack The possibility of using the allowed minutes to make international calls Free calls in certain time Free handset with the mobile contract package Mobile handset type and brand Mobile broadband offers Free gift attached to the mobile contract offer Mobile shops availability Mobile shops atmosphere, design, music, colours, and sales persons Uniform Seeing and trying the actual product and service inside the mobile shop Mobile suppliers online shops availability Sales person face-to-face communication Friendly behaviour and personal 1 2 3 4 5

18. 19. 20. 21.

22. 23. 24. 25. 26. 27. 28. 29. 30. 31. 32. 33.

attention TV advertisement effects Suppliers website promotion Family and friends recommendations Mobile contract purchasing process via the mobile shop Airtaimes credit longevity The mobile service provider termination or upgrading flexibilty Rights protection and sanction Improve relationship and interaction with others Feel safe and secure in using the mobile phone Monthly cost Authority in the contract items and conditions Low financial and personal data protection

SECTION C: DEMOGRAPHIC
1. What is your gender? Male Female 2. What is your age? Below 23 years old 24 39 years old 40 59 years old 60 years old and above 3. What is your highest level of education? SPM STPM Diploma Degree Master PhD. Others 4. On average, how much your monthly income? Below RM 1000 RM 1001 RM 1500 RM 1501 RM 2500 RM 2501 and above

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