2012

AUST MD. ARIFUL HAQUE ID# 10.01.51.084 CODE# MBA -

[CUSTOMER SATISFICTION SURVEY] SATISFICTION

Ahsanullah University of Science and Technology

Table of Contents Abstract: ........................................................................................................................................................ 3 Introduction................................................................................................................................................... 4 Rationale of the Study ................................................................................................................................... 5 Customer Satisfaction Defined ...................................................................................................................... 6 Literature Review .......................................................................................................................................... 6 Objectives of the Study.................................................................................................................................. 7 Methodology ................................................................................................................................................. 8 Analysis and Findings .................................................................................................................................... 8 Results and Discussions ................................................................................................................................. 9 Conclusion ................................................................................................................................................... 18 Appendix ..................................................................................................................................................... 19 References ................................................................................................................................................... 21

Table 1: Satisfaction with Quality of Network.............................................................................................. 9 Table 2: Satisfaction with Network Coverage .............................................................................................. 9 Table 3: with Call rate at Peak Hours ......................................................................................................... 10 Table 4: Satisfaction with Call rate at Peak Hours...................................................................................... 10 Table 5: Satisfaction with Interconnectivity between operators ............................................................... 11 Table 6: Satisfaction with Number of FNF .................................................................................................. 11 Table 7: Satisfaction with Internet Based Service ...................................................................................... 12 Table 8: Satisfaction with SMS based services ........................................................................................... 12 Table 9: Satisfaction with Easy bill payment system .................................................................................. 13 Table 10: Satisfaction with Easy Customer service .................................................................................... 13 Table 11: Satisfaction with Overall Satisfaction ......................................................................................... 14 Table 12: Customer Satisfactions ............................................................................................................... 14 Table 13: Model Summary ......................................................................................................................... 16 Table 14: Coefficients of Variables ............................................................................................................. 16 Table 15: ANOVA Analysis .......................................................................................................................... 17 Page | 2

Abstract:
Today, it would be difficult to find a company that doesn't proudly claim to be a customer oriented, customer-focused, or even-customer driven enterprise. Increasing competition (whether for-profit or nonprofit) is forcing businesses to pay much more attention to satisfy customers. The state of satisfaction depends on a number of both psychological and physical variables which correlate with satisfaction behaviors. The level of satisfaction can also vary depending on other options the customer may have and other products against which the customer can compare the organizations product. Customers satisfaction has now become major concern of the mobile service providers in our country. The objective of this study is to provide a more comprehensive understanding of the process of customer satisfaction on the services provided by the mobile phone operators. To measure the customer satisfaction a questionnaire was designed by comprising some important variables. Based on the findings of the study some recommendations have been made which may assist the mobile operators to increase their customer base through more satisfied customers.

Keywords:
Customer Satisfaction, retention of customers, customer support, expectations of customers etc.

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Introduction
The concept of customer satisfaction has been studied and evaluated in many industries. Companies are keen on understanding customer satisfaction in order to cultivate strong relationships with their customers. Customer satisfaction is the leading criterion for determining the quality that is actually delivered to customers through the product/service and by the accompanying servicing (Vavra, 1997). Customer satisfaction is of utmost importance to many companies simply for the fact that it is difficult to acquire new customers and hence the need to keep and retain existing customers. Simply stated, customer satisfaction is essential for corporate survival. Several studies have found that it costs about five times as much in time, money and resources to attract a new customer as it does to retain an existing customer (Naumann, 1995). Awareness of customer expectations from a companys products and services is a challenging task for many organizations. Knowledge of customer expectations and requirements, Hayes states, is essential for two reasons: it provides understanding of how the customer defines quality of service and products, and facilitates the development of a customer satisfaction questionnaires (Hayes, 1997, p. 7).Furthermore, customer satisfaction is recognized as of great importance to all commercial firms because of its influence on repeat purchases and word-ofmouth recommendations (Berkman and Gilson, 1986). The study pertains to the expectations and satisfaction that current mobile users are receiving from the various mobile operators in the telecommunication sector in Bangladesh. By identifying the consumer attitudes and perceptions of the quality of service they are receiving, it gives us an idea as to what extent to which goods or services meet the customers needs and requirements. The mobile telecommunication sector has been increasing over the past couple of years. Enormous technological progress, an increased number of network operators and intense competition has become the regular features in the Bangladesh mobile telecommunication sector. It has been entering into new phase .It is predicted that this service clearly exhibits the trend of reaching maturity (Ibrahim et al).Hence there is the need for holding on to existing customers through greater customer satisfaction in the increasing competitive environment of this sector.

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Rationale of the Study

The governments deregulation process has resulted as a catalyst in the growth of this industry. This has turned out to be a very competitive industry with the entry of new operators. At present, there are six mobile operators conducting business in Bangladesh. They are Grameen Phone (GP), Banglalink, City Cell, Telle Talk, Robi and Airtel. In order to differentiate themselves the mobile operators now emphasize their attention towards developing wide range of products and services Todays customers are demanding more reliable service , product variety and facilities from their mobile operators. Hence it is of interest to identify the satisfaction level of mobile phone users and determine whether the products and services are meeting the customers needs and the variables which contribute to this satisfaction. Because the extent to which goods or services meet the customer's needs and requirements is the index by which quality is determined (Pizam, 1999), and ultimately the derived customer satisfaction. It is seen that the mobile operators are in intense competition regarding the products and services provided. Each is trying to outdo the other in order to capture their customers. But because of the intense competition, retention of customers is key to their survival, which can only be achieved through customer satisfaction. In today's competitive environment one of the most important goals of corporate cultures is retaining and satisfying current and past customers. Experience shows that only consumer oriented'' corporations can achieve this goal. These companies focus on the needs and want of specific target groups and then work hard to maximize satisfaction with the product or service being offered (Vavra, 1997, p. 12). Instead of waiting for customer complaints to let them know when something isn't satisfactory or wrong, a consumer oriented'' corporate culture, seeks continuous feedback from its customers through repeated customer satisfaction measurements (Vavra, 1997, p. 13).

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Customer Satisfaction Defined

Customer satisfaction is a psychological concept that involves the feeling of well-being and pleasure that results from obtaining what one hopes for and expects from an appealing product and/or service (WTO, 1985). Customer satisfaction can also be defined as satisfaction based on an outcome or a process. Vavra's (1997, p. 4) outcome definition of customer satisfaction characterizes satisfaction as the end-state resulting from the experience of consumption. This end state may be a cognitive state of reward, an emotional response to an experience or a comparison of rewards and costs to the anticipated consequences. Vavra also puts forth a definition of customer satisfaction based as a process, emphasizing the perceptual, evaluative and psychological processes contributing to customer satisfaction (1997, p. 4). In this definition, assessment of satisfactions made during the service delivery process. Satisfaction is not a universal phenomenon and not everyone gets the same satisfaction out of the same service experience. The reason is that customers have different needs, objectives and past experiences that influence their expectations.(Pizam,1999) Therefore it is important to gain a clear idea of the customer needs and objectives that correspond to different kinds of satisfactions. This necessitates the segmentation of the market, because no service or product can offer everyone the same degree of satisfaction (WTO, 1985).

Literature Review
In a study titled Customer loyalty: A study of mobile telecommunication service by Ibrahim, Istiaque and Islam (2007), they measured customer satisfaction by taking into consideration certain factors including customer care. A comparison between Grameen Phone, Robi, Banglalink and Citycell was made. The results of the study were that the mobile operators placed considerable importance to the issue of customer support. There is a positive correlation between customer satisfaction and customer support. When customer support becomes wider the trend of satisfaction becomes stronger. A study made by Abraham Pizam and Taylor Ellis (1999) in hospitality enterprises found that if properly designed, administered and analyzed, the process of monitoring customer satisfaction can be beneficial to any hospitality enterprise and make the difference between offering a mediocre product and an excellent, quality product. Li, Qi, and Shu (2007) made a study to find out the satisfaction level of the customers in mobile telecommunication market in China. They found that the competition between telecom
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operators became more intense in China. In addition, they discovered that the telecom operating management was emphasizing a lot to the customer satisfaction and customer services, to improve the ability and for sustainable development in the competitive environment. It means that higher level of customer satisfaction lead to greater customer loyalty, which in turn has a positive impact on profitability. Smith, Bolton, and Wanger (1999), tried to develop a model that describes customer satisfaction and the services encounter involving failure and recovery through mixed design experiment using survey method. Their study provided a framework for considering how service failure context and service recovery attributes influence customer evaluations through disconfirmation and perceived justice, thereby influencing satisfaction with the service failure/recovery encountered. They found that apology; speedy recovery and compensation of the failure had a positive effect on customers perception. Finally, this study also provided guidelines to the management for establishing proper fit between service failure and the recovery as an effective response to the customers. Bolton R.N. (1998) developed a dynamic model of the duration of service provider-customer relationship that focuses on the role of customer satisfaction. This study found that there is a positive relationship between the customer satisfaction and the duration of the relationship. This study also suggested that organizations should focus on customers in the early stages of relationship, because customers considered prior cumulative satisfaction heavily and the duration of the relationship depended on the satisfactory level. If customers experienced were not satisfactory, the relationship was likely to be very short. This study also showed that changes in customers satisfaction could have important financial implications for the organization because lifetime revenues from an individual customer depended on the duration of his/her relationship.

Objectives of the Study

The objectives of the study can be summarized as follows: I. II. III. IV. V. To determine the customer satisfaction of mobile users stemming from the variety of products and services offered by the different mobile operators To identify the expectations of customers from the mobile operators To identify the various variables that influence customer satisfaction To identify the types of complaints and To offer some recommendations, which may help mobile operators to retain their share of customers through excellent products and services.

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Methodology
This study is based on both primary and secondary data. Primary data is collected through a questionnaire survey using a five point Likert Scale. Open-ended questions were also used to collect the data from the respondents. The secondary data was collected from brochures, websites of mobile operators, published articles, books, etc. One sample t-test is used for the analysis of data. As this study uses a five point Likert Scale for collecting data, 3 is considered as the test value, which indicates any value above 3 will show that customers are satisfied. The total sample size of the study was 173 respondents. The variables which are used to measure the customer satisfaction includes: i) ii) iii) iv) v) Product attributes (Network access, Product features, Call rate, Network quality, Promotional package); Payment Method (Hassle free method, Satisfaction with payment method); Internet (Fees, Speed, Efficiency in dealing problem); Value Added Services (Cost); and Customer Care Services (Friendly employees, Efficient employees, Satisfied with customer care services).

Analysis and Findings

The use of mobile phone has been increased tremendously in our country. This is why the mobile operators are trying to increase their market share by providing diverse facilities to the new customers as well as the existing one. This study tries to identify the satisfaction level of the customers over the performances of mobile phone operators in Bangladesh. There are six mobile phone operators operating their activities in our country. It is found that the majority of the consumers use Grameen Phone and Banglalink connections, as various amenities are provided by these operators. Other operators are also trying to improve their services by providing different facilities. It is also found that most of the time consumers are not satisfied with the facilities of one specific operator. That is why most consumers get secondary connections from another mobile operator (Annexure-01). To retain the customers the mobile phone operators are concentrating to provide different facilities to their customers. Poor network access and high call rates are the common complaint by the customers regarding all the mobile phone operators in our country. For that reasons mobile phone operators are continuously trying to make the call rates competitive and improve their network quality day by day. They are also trying to attract customers by offering different promotional services at different time.
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Results and Discussions

The first step of the analysis is to show some descriptive statistics from the data. Descriptive statistics for all seven variables are given below. Level of Satisfaction of Mobel Operator Customer Table 1: Satisfaction with Quality of Network Satisfaction level Extremely Dissatisfied Dissatisfied Natural Satisfied Extremely Satisfied Total No. of IT employees 0 3 1 6 0 10 Percentage (%) 00.0 30.0 10.0 60.0 00.0 100.0

Remarks: In the table 1, it is found that among all the Customer of IT sectors, 60% is satisfied, 30% is Dissatisfied, 10% is Natural, 00.0% is Extremely dissatisfied and Extremely Satisfied in Quality of Network among the Customer.

Table 2: Satisfaction with Network Coverage Satisfaction level Extremely Dissatisfied Dissatisfied Natural Satisfied Extremely Satisfied Total No. of IT employees 0 2 2 6 0 10 Percentage (%) 00.0 20.0 20.0 60.0 00.0 100.0

Remarks: In the table 2, it is found that among all the Customer of IT sectors, 60% is satisfied, 20% is Dissatisfied, 20% is Natural, 00.0% is Extremely dissatisfied and Extremely Satisfied in Network Coverage among the Customer.

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Table 3: with Call rate at Peak Hours

Satisfaction level Extremely Dissatisfied Dissatisfied Natural Satisfied Extremely Satisfied Total

No. of IT employees 3 0 3 4 0 10

Percentage (%) 30.0 00.0 30.0 40.0 00.0 100.0

Remarks: In the table 3, it is found that among all the Customer of IT sectors, 30% is Extremely Dissatisfied, 40% is Satisfied, 30% is Natural, 00.0% is dissatisfied and Extremely Satisfied in Call rate at Peak Hours among the Customer.

Table 4: Satisfaction with Call rate at Peak Hours

Satisfaction level Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Total

No. of employees 1 1 3 5 0 10

IT Percentage (%) 10.0 10.0 30.0 50.0 00.0 100.0

Remarks: In the table 4, it is found that among all the Customer of IT sectors, 10% is Extremely Dissatisfied, 50% is Satisfied, 30% is Natural, 10.0% is dissatisfied and 00.0% is Extremely Satisfied in Call rate at Peak Hours among the Customer.

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Table 5: Satisfaction with Interconnectivity between operators

Satisfaction level Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Total

No. of IT employees 0 2 4 4 0 10

Percentage (%) 10.0 20.0 40.0 40.0 00.0 100.0

Remarks: In the table 5, it is found that among all the Customer of IT sectors, 20% is Dissatisfied, 40% is Satisfied, 40% is Natural, 00.0% is Extremely dissatisfied and 00.0% is Extremely Satisfied in Interconnectivity between operator among the Customer.

Table 6: Satisfaction with Number of FNF

Satisfaction level Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Total

No. of IT employees Percentage (%) 1 3 3 3 0 10 10.0 30.0 30.0 30.0 00.0 100.0

Remarks: In the table 6, it is found that among all the Customer of IT sectors, 30% is Dissatisfied, 30% is Satisfied, 30% is Natural, 10.0% is Extremely dissatisfied and 00.0% is Extremely Satisfied in Number of FNF among the Customer.

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Table 7: Satisfaction with Internet Based Service

Satisfaction level Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Total

No. of IT employees Percentage (%) 2 4 3 1 0 10 20.0 40.0 30.0 10.0 00.0 100.0

Remarks: In the table 7, it is found that among all the Customer of IT sectors, 40% is Dissatisfied, 10% is Satisfied, 30% is Natural, 20.0% is Extremely dissatisfied and 00.0% is Extremely Satisfied in Internet Based Service among the Customer.

Table 8: Satisfaction with SMS based services

Satisfaction level Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Total

No. of IT employees 0 2 2 6 0 10

Percentage (%) 00.0 20.0 20.0 60.0 00.0 100.0

Remarks: In the table 7, it is found that among all the Customer of IT sectors, 20% is Dissatisfied, 60% is Satisfied, 20% is Natural, 00.0% is Extremely dissatisfied and 00.0% is Extremely Satisfied in SMS based services among the Customer.

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Table 9: Satisfaction with Easy bill payment system

Satisfaction level Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Total

No. of IT employees 0 1 3 6 0 10

Percentage (%) 00.0 10.0 30.0 60.0 00.0 100.0

Remarks: In the table 8, it is found that among all the Customer of IT sectors, 10% is Dissatisfied, 60% is Satisfied, 30% is Natural, 00.0% is Extremely dissatisfied and 00.0% is Extremely Satisfied in Easy bill payment system among the Customer.

Table 10: Satisfaction with Easy Customer service

Satisfaction level Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Total

No. of IT employees 2 2 3 3 0 10

Percentage (%) 20.0 20.0 30.0 30.0 00.0 100.0

Remarks: In the table 9, it is found that among all the Customer of IT sectors, 20% is Dissatisfied, 30% is Satisfied, 30% is Natural, 20.0% is Extremely dissatisfied and 00.0% is Extremely Satisfied in Easy bill payment system among the Customer.

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Table 11: Satisfaction with Overall Satisfaction Satisfaction level Extremely Dissatisfied Dissatisfied Neutral Satisfied Extremely Satisfied Total No. of IT employees 0 0 9 1 0 10 Percentage (%) 00.0 00.0 90.0 10.0 00.0 100.0

Remarks: In the table 10, it is found that among all the Customer of IT sectors 10% is Satisfied, 90% is Natural, , 00.0% is Dissatisfied, 00.0% is Extremely dissatisfied and 00.0% is Extremely Satisfied in Overall Satisfaction among the Customer. Table 12: Customer Satisfactions
Services Quality of Network Mean Median Mode Std. Devia on Variance Skewness Std. Error of Skewnes Range

3.3 Newtork Coverage 3.40 Call Rate at Peak Hours 2.8 Call Rate at O Peak 3.2
Hours Interconnec vity Between Operators Number of FNF Internet Based Service SMS Based Service Easy Pament System Customer Service

3.43 3.5 3.14 3.38 3.25 2.834 2.286 3.5 3.56 2.8 3.10

4 4 4 4 3 2 2 4 4 3 3

.949 .843 1.317 1.033 .78881 1.0328 .94868 .84327 .70711 1.1595 0 .316

.9 .711 1.733 1.067 .622 1.067 .9 .711 .5 1.344 .100

-.742 -1.001 -.643 -1.241 -.407 -.272 .234 -1.001 -1.179 -.342 3.162

.687 .687 .687 .687 .687 .687 .687 .687 .687 .687 .687

2 2 3 3 2 3 3 2 2 3.00 1

3.2 2.8 2.3 3.4 3.5 2.7 3.10

Overall Sa sc on

Remarks: It is also found that the customers were fairly aware about the promotional services of mobile phone operators and overall they showed their satisfaction with the network access, key features of the products, and with different promotional packages but they were not satisfied with the call rates and network quality. However, the customers of Grameen Phone and Banglalink were pleased with their call rates and the customers of Robi, City Cell, and Grameen Phone are satisfied with their network quality.

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Mobile operators also launched different bill payment methods to make the payment procedure easy for the customers. Most of the customers prefer flexi load/ i-top up to pay their bill and the second preference is to pay the bill by using scratch card (Annexure-01). Overall they were satisfied with the general payment method of the mobile operators. Now a day, use of internet has become a common phenomenon and this facility is also now being provided by the mobile operators. The customers of City Cell and Tele Talk are not satisfied with the fees and speed of internet services. On the other hand the customers of Robi, City Cell, Tele Talk and Airtel think that the employees are not efficient enough in dealing the problems of the internet. Mobile phone operators also provide different value added services and customer care services to their customers. In general the customers show their satisfaction on these services of mobile phone sectors (Table-4). But the customers of Tele Talk, City Cell and Robi think that the cost of value added services is very high. In addition they are also not satisfied with the customer care services of these mobile phone operators. Next the data were analyzed for factors associated with job satisfaction. A simple regression analysis was performed with job satisfaction as the dependent variable. The proposed model for job satisfaction is: Job Satisfaction = b0 + b1X1 + b2X2 + b3X3 + b4X4 + b5X5 + b6X6 + b7X7+ b8X8 Where the independent variables are: X1 = Satisfaction with Salary X2 = Conducive environment X3 = Satisfaction with supervisors X4 = Satisfaction with subordinates X5 = Opportunity for personal growth X6 = Satisfaction with access for continuous training X7 = Satisfaction with promotion X8 = Satisfaction with promotion

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Table 13: Model Summary

Model 1

R 1.000(a)

R Square 1.000

Adjusted R Square

Std. Error of the Estimate

a Predictors: Quality of Network, Newtork Coverage, Call Rate at Peak Hours, Call Rate at O Peak Hours, Interconnec vity Between Operators, Number of FNF, Internet Based Service, SMS Based Service, Easy Pament System, Customer Service, Overall Sa sc on.

Table 14: Coefficients of Variables

Unstandardized Coefficients Model 1 (Constant) Network Coverage Call Rate at Peak Hours Call Rate at Off Peak Hours Interconnctivity Between Operator Internet Based Services SMS Based Services Easy Bill Payment System Customer Service Overall Satisfiction a. Dependent Variable: Age Group B 4.467 .647 -.003 .524 .356 -.372 .603 -.763 .268 -1.748 Std. Error .000 .000 .000 .000 .000 .000 .000 .000 .000 .000

Standardized Coefficients Beta .808 -.006 .801 .417 -.523 .753 -.800 .461 -.819 t . . . . . . . . . . Sig. . . . . . . . . . .

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Table 15: ANOVA Analysis Model 1 Regression Residual Total Sum of Squares 4.100 .000 4.100 df 9 0 9 Mean Square .456 . F . Sig. .a

a. Predictors: (Constant), Overall Satisfiction, Interconnctivity Between Operator, Call Rate at Off Peak Hours, SMS Based Services, Call Rate at Peak Hours, Network Coverage, Easy Bill Payment System, Customer Service, Internet Based Services b. Dependent Variable: Age Group Since the value of R is 1, it indicates that the relations between the dependent variable and the independent variables are very strong. It is also seen that the value of Adjusted R2 is 1, i.e. the dependent variable is 100% explained by the independent variable that are included in the model.

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Conclusion
Organizations are increasingly interested in retaining existing customers while targeting noncustomers; measuring customer satisfaction provides an indication of how successful the organization is at providing product and/or services to the marketplace. It's widely accepted that it is at least five times more profitable to sell to an existing customer than to find a new customer. More important, the difference between satisfied customers and very satisfied customers can make a big difference in customer repeat business and your profits. This means, that measuring client satisfaction is very important, and, second, that distinguishing between degrees of satisfaction by using customer surveys is crucial. Customers satisfaction has now become major concern of the mobile service providers in our country. Based on our findings and objective to provide a more comprehensive understanding of the process of customer satisfaction on the services provided by the mobile phone operators, the following recommendations have been made: I. II. III. IV. V. VI. Network quality needs to be improved Call rates need to be reduced Reduce the charges of internet fees and improve the speed of internet. Proper training is needed for the staffs to work more efficiently. Reduce the cost of value added services Employees must also be better trained in personally dealing with customers.

The study also reveals that most of the mobile users are using products of different mobile operators for different benefits, which indicates that mobile users in our country are not completely satisfied. In other words there is no one mobile operator that offers a range of products and services that fully satisfies its consumers. Mobile phone operators should give more consideration to this aspect so that they can design their product with the attributes and benefits required by the existing and potential customers. Therefore, despite the strong completion between the various mobile operators, there are still significant opportunities for the companies to gain a greater share of loyal customers.

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Appendix

Questionnaire
Customer Satisfaction Survey of Tele-Communication Industry in Bangladesh Survey Questionnaire for Mobile Users/ Subscribers Part A: Personal Information

A. Name

B. Gender 1. Male 2. Female C. Marital Status 1. Single 2. Married 3. Divorced / Widow D. Age Group 1. 18 21 2. 22 25 3. 26 30 4. 31 45 5. 46 + E. Profession
1. 2. 3. 4. 5. 6. 7. 8. Sales / Marketing Executive IT Professional Engineer Doctor Govt. Service Secretary Administrator Banker 9. Others Service Manufacturing Engineering Information Technology Health Public Sector Banking Pharmacy Others

F. In which Industry you belong?

1. 2. 3. 4. 5. 6. 7. 8. 9.

G. Salary Range (Monthly) 1. BDT 3,000 10,000 2. BDT 10,000 15,000 3. BDT 15,000 20,000 4. BDT 20,000 25,000 5. BDT 25,000 35,000 6. BDT 35,000 50,000 7. BDT 50,000 + H. Used Mobile Operator 1. Grameen Phone 2. Robi 3. Bangla Link 4. Airtel 5. Teletalk 6. Citycell I. Which Type of Packages used? 1. Post Paid Corporate 2. Post Paid Individual 3. Pre Paid Corporate 4. Pre Paid Individual J. Monthly Usages 1. BDT 50 500 2. BDT 500 1,000 3. BDT 1,000 2,000 4. BDT 2,000 5,000 5. BDT 5,000 10,000 6. BDT 10,000 +

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Part B: Satisfaction Level

Please define up to what level you are satisfied at the each following criteria -Quality of Network 7. Extremely Dissatisfied 8. Dissatisfied 9. Neutral 10. Satisfied 11. Extremely Satisfied Network Coverage 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied Call rate at Peak Hours 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied Call rate at off-peak hours 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied Interconnectivity between operator 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied Number of FNF 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied P. Internet based services 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied Q. SMS based services 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied R. Easy bill payment system 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied S. VAS (Ringtones, logo, etc.) 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied T. Customer service 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied U. Overall Satisfaction 1. Extremely Dissatisfied 2. Dissatisfied 3. Neutral 4. Satisfied 5. Extremely Satisfied

K.

L.

M.

N.

O.

Thank You for your valuable time and patience

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