1

Questionnaire to measure customer loyalty in

telecom sector at NITC

Following are the statements that indicate the customer loyalty of telecom sector.
Please cooperate by indicating your response to the following statements. The
responses may fall under the categories; strongly agree, agree, neutral, disagree
and strongly disagree.

STRON AGRE NEUTR DISAG STRONG

QUESTIONS GLY E AL REE LY
AGREE DISAGR
EE

Trust

5 I rely on my service provider.

6 My mobile service provider meets

my expectations.
7 My mobile service provider works
on the principle of honesty.
8 My service provider is well known
brand in market.
9 The mobile service which I am using
is safe.

Perceived Price

1 I consider the companys pricing

0 policy is fair.
1 I consider the companys pricing
1 policy is ethical.
1 I consider the companys pricing
2 policy is acceptable.
1 Mobile provider is giving best value
3 for money.
1 I consider the companys products
4 are affordable.

Responsiveness

1 There are enough employees and

5 customer care executives to maintain
 2

the speed.
1 Employees and customer care
6 executives provide quick service.

1 Customer care executives and

7 employees respond to the requests
promptly.
1 Employees and customer care
8 executives are always willing to help
you.
1 Employees and customer care
9 executives handle the special
requests promptly.

Empathy

2 Giving individual customer attention

0 by executives.
2 Apologizing for inconvenience
1 caused to customers.
2 Employees and customer care
2 executives gives you individual
attention.
2 Employees and customer care
3 executives have your best interests at
heart.
2 Employees and customer care
4 executives make you feel special.

Assurance

2 The employees and customer care

5 executives make you feel
comfortable and confident when
dealing with them.
2 The employees and customer
6 executives seemed well trained,
competent and experienced.
2 The employees and customer care
7 executives are sensitive to address
individual need and wants.
2 The employees and customer care
8 executives can answer your questions
completely.
2 The employees and customer care
9 executives knowledgeable enough to
answer customers questions.

Tangibility
 3

3 Service provider is able to provide

0 good access to information.
3 Networks ability to provide variety
1 of entertainment is good.

3 Appealing the appearance and the

2 uniform of employees are good.

3 Company is having good

3 infrastructure facilities.
3 Offices, equipment and materials are
4 visually attractive.

Customer Satisfaction

3 I am satisfied with their customer

5 care service.
3 I am satisfied with my decision to
6 purchase services from this company.

3 I am satisfied with my decision to

7 retain with this service provider.

3 I am satisfied the way companys

8 executives deal with customer.
3 Overall I am satisfied with services
9 provider by my service provider.

Customer Loyalty
( Attitudinal )

4 I am very loyal to my service

0 provider

4 I will not shift to another service

1 provider in future.
4 I encourage my friends to deal with
2 this service provider.
4 I think my service provider is best in
3 the industry.
4 I consider my service provider my
4 first choice.
4 My service provider value people
5 and relationship.
 4

4 I am committed to use services

6 provided by my service provider.
4 The price not represents any
7 importance to me when dealing with
this service provider.

Customer Loyalty
(Behavioral)

4 I say positive things about my

8 service provider.
4 I intended to continue with this
9 service provider.
5 I will keep trying new services
0 provided by my service provider in
future.
5 I will recommend this service
1 provider to my friends and relatives.
5 I will not switch to any competitor if
2 I face a problem in dealing with this
service provider.
5 I will not deal with any competitor
3 who offers me low prices.
5 If I have a problem in dealing with
4 this service provider, I will not move
my complaint to other external
agency.
5 I recommend my service provider if
5 someone asks my advice.

DEMOGRAPHICS

1. Name:

2. Profession:

3. Age:
 5

<18 18-25 26-32 32 and above

4. Gender:

Male Female Others

5. Education:

Graduation Post graduation Other certification courses

6. Which mobile service provider are you using?

BSNL Airtel Idea Vodafone Reliance

MTS Aircell TataDocomo