Appendix Questionnaire Factors affecting customer loyalty in telecom sector in Pakistan Dear participan participants, ts, this research research is intended intended to identify identify the factors factors that aect aect the customer loyalt loyalty y. This This quest question ionna naire ire will will neithe neitherr be shared shared with with anyone anyone nor will will be used used for any any commercia commerciall purpose, purpose, this is only for the purpose of academic academic research research report; report; your survey survey responses will be kept condential. Profile: Gender:
Male
Age:
Below
Marital Status:
Inome:
below
%ro&ession
Student
Female 18-25
18
25-33
Above 33
Married
Single 2!"!!!
2!"!!!-#!"!!!
'Salaried
#!"!!! -$!"!!!
' Sel& ( )m*lo+ed
Above $!"!!!
' ot,er ot,er
1. /,i, mobile mobile om*an+ om*an+ onnet onnetion ion +ou +ou ,ave ,ave subsr subsribed0 ibed0 a Mobilin b ong 4elenor d &one e /arid
2. 6e&erring 6e&erring 7uestion 7uestion 1" did did t,e *rodut *rodut *ur,ased *ur,ased &rom &rom above 9om*an+ 9om*an+ satis&+ satis&+ +ou0 +ou0 a es b ;o 3. /,i, servi servies es are more more ,el*&ul ,el*&ul to +ou w,ile w,ile using above above om*an+ om*an+ servies servies00 a 9all rates b SMS servie t,e >t,er r
#. In total" total" ,ow ,ow long ,ave +ou +ou been a ustomer ustomer o& above 9om*an+ 9om*an+00 a ?ess ?ess t,an t,an one one +ea +ear r b >ne to under t,ree +ears 4,re 4,reee to to unde underr &ive &ive +ear +earss d Five Five to to under under ten ten +ear +earss e 4en +ea +ears rs or more more
5. 9om*an+ alwa+s alwa+s *rovides *rovides a *ro*er *ro*er demonstr demonstration ation on t,e t,e new *roduts *roduts and servies servies00 a es b ;o $. I would lie lie to swit, swit, &rom m+ urrent urrent networ networ i& anot,er anot,er o*erator o*erator *rovides *rovides better better servies. servies. a es b ;o
Customer Satisfaction SA=strongly agree, A=agree N=Neutral, D=disagree, SD=strongly disagree a b c
d
SA
A
N
D
SD
SA
A
N
D
SD
SA
A
N
D
SD
I am satis&+ wit, t,e *roduts and servies *rovided b+ om*an+. I would lie reommend *roduts o& t,is om*an+ to +our &riends and relatives. I am am *ro*erl+ satis&ied a&ter sale servie &rom 9om*an+0 9om*an+ *rovides t,e *roduts and servies t,at best &it wit, m+ interest.
Perceived Price SA=strongly agree, A=agree N=Neutral, D=disagree, SD=strongly disagree a. /,en I bu+ *roduts" I lie to be sure t,at I am getting
m+ mone+@s wort,. b. I generall+ s,o* around &or lower *ries on *roduts" but t,e+ still must meet 7ualit+ re7uirements be&ore I bu+ t,em. c. 4,e 4,e *ri *riee are are reas reason onab able le and and a&&o a&&ord rdab able le &rom &rom m+ servies *rovider d. I *re&er *re&er to *a+ more more i& 7uali 7ualit+ t+ o& *rodu *rodutt and servi servies es wort, it.
Services Quality SA=strongly agree, A=agree N=Neutral, D=disagree, SD=strongly disagree
9om*an an+ + alwa alwa+ +s ee* ee*ss im*r im*rov ovin ing g c. 9om* servies.
t,e t,e 7ual 7ualit it+ + o&
d. I never never om*rom om*romise ise on t,e t,e 7ualit+ 7ualit+ o& serv servie ie *rovi *rovided ded b+ t,e o*erator. Trust SA=strongly agree, A=agree N=Neutral, D=disagree, SD=strongly disagree
SA
A
N
D
SD
a. 4,e o*erator *rovides timel+ in&ormation w,en t,ere are
new servies. b. 9om*an+ *rovides true in&ormation to t,e ustomer. c. 9om*an+ develo*s an enouraging attitude toward using
t,e *roduts. d. 4,e desri* desri*tion tion o& *roduts *roduts and servie serviess is reliable reliable
%lease rate +our level o& agreement wit, t,e &ollowing statements -1 sale wit, being om*letel+ agree" # being neutral" and 1 being om*letel+ disagree:
1
2
-I believe 9om*an+ deserves m+ lo+alt+
->ve ->verr t,e t,e *ast *ast +ear +ear"" m+ m+ lo+ lo+al alt+ t+ to 9om* 9om*an an+ + ,as ,as grow grown n str stron onge gerr
-9om*an+ values *eo*le and relations,i*s a,ead o& s,ort-term goals.
-9ustomer 9are gives valuable in&ormation to ustomer.
Thank You You for your precious time.
3
#
5
$
