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Questionnaire
Dear participants, this research is intended to identify the factors that affect the customer
loyalty. This questionnaire will neither be shared with anyone nor will be used for any
commercial purpose, this is only for the purpose of academic research report; your survey
responses will be kept confidential.
Profile:
Gender: Male Female
2. Referring question # 1, did the product purchased from above Company satisfy you?
a) Yes
b) No
3. Which services are more helpful to you while using above company services?
a) Call rates
b) SMS service
c) Quality Network
d) Value Added Services
e) Other_____________
6. I would like to switch from my current network if another operator provides better services.
a) Yes
b) No
Customer Satisfaction
SA=strongly agree, A=agree N=Neutral, D=disagree, SA A N D SD
SD=strongly disagree
Perceived Price
SA=strongly agree, A=agree N=Neutral, D=disagree, SA A N D SD
SD=strongly disagree
Services Quality
SA=strongly agree, A=agree N=Neutral, D=disagree, SA A N D SD
SD=strongly disagree
Please rate your level of agreement with the following statements (7-1 scale with 7 being completely
agree, 4 being neutral, and 1 being completely disagree):
1 2 3 4 5 6 7
-I believe Company deserves my loyalty
-Over the past year, my loyalty to Company has grown stronger
-Company values people and relationships ahead of short-term goals.
-Customer Care gives valuable information to customer.