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Surveys
2005
April
U
Untitled
Untitled
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Dear Sir/Madam
I am doing project to identify the antecedents of satisfaction for mobile telephony in India. The purpose in surveying you is to gain insight into your attitude towards your service provider and its activities. Please answer the following questions as openly and honestly as you can. Your responses will be kept strictly confidential and are totally anonymous.
Service provider is defined as company who provides telecom services for mobile phones.
Kindly evaluate your current service provider (Airtel, Hutch, Orange, Idea, Tata indicom, Reliance infocomm, MTNL, BSNL etc.) for each of the following questions.
which service provider do you use most often
Airtel
Hutch/Orange
Reliance infocomm
Tata indicomm
Idea
MTNL
BSNL
others
which billing process do you use ?
Pre-paid
post paid
since how long you are with current service provider ? (in months)
1 - Not at all
2
3
4
5
6
7 - extremely so
*
I am satisfied with the billing process of my service provider
*
I am never charged for the calls that I have not made
*
I am always informed about the changes in the call charges
*
Refilling Pre paid cards/payment of bills is very convenient
*
My current service provider resolves my complaints immediately
*
I am satisfied with the speed of response of my service provider
*
The staff responds to the query in highly professional manner
*
My service provider offers services at competitive rates
*
My service provider offers various pricing schemes to choose from
*
My service provider makes pricing adjustments with market changes
1 - Not at all
2
3
4
5
6
7 - extremely so
*
I am satisfied with the connectivity of my service provider
*
I am satisfied with the network coverage of my service provider
*
I am satisfied with the clarity of voice while making calls
*
My company provides variety of value added services
*
It is very easy to use value added services provided by my company
*
Value added services provided by my company are updated
*
My service provider always meets my expectation
*
Overall I am satisfied with the service level
*
After considering everything I am extremely satisfied with my current service provider
1 - strongly disagree
2
3
4
5
6
7 - strongly agree
*
The next time I need the services of mobile telephony, I will choose my current service provider
*
If I would have needed the services of mobile telecommunication during the past year, I would have selected my current service provider.
*
In the next year if I need the services of mobile telecommunication, I will select my current service provider
*
I recommend this service provider to others quite frequently
*
IÂ’ve told more people about current service provider than I have told about previous service providers
*
I seldom miss an opportunity to tell my current service provider
*
When I tell others about this service provider, I tend to talk about the service provider in great detail.
*
I have only good things to say about this service provider.
*
I am proud to tell others that I use this service provider
*
On the whole, I would spend a lot of time and money to change current service provider
*
All things considered, I would loose a lot in changing service provider
*
Generally speaking, the costs in time, money, effort and grief to switch service providers would be high.
*
Overall, I would spend a lot and loose a lot if I changed service provider.
*
Considering everything, the costs to stop using services of current service provider and start up with the alternative service provider would be high
Age ? (in years)
Sex (M/F)
Education
Please contact
[email protected]
if you have any questions regarding this survey.
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