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A Study on Service quality of
telecommunication service providers using
SERVQUAL
The questionnaire is to evaluate the quality of the service by telecommunication service
providers
* Required
What is your name? Name of the respondents
What is your age? * Age of the respondent
What is your gender? * Gender of respondent

           Male
           Female

what is your annual income * Per annum Income of respondent
What is your education qualification? * Education qualification of respondent

           Post Graduate
           Under Graduate
           Higher secondary

What is your profession? *

           Own Business
           Public Salaried Employee
           Private Salaried Employee
           Student
           Others

Which Mobile Service provider connection do you have *

           Bharathi Airtel
           Aircell
           MTS
           Vodafone
Uninor
           Reliance
           BSNL
           Tata Indicom
           Tata DOCOMO
           Others

Which type of service do you prefer? *

           Prepaid Services
           Postpaid Services

Are you satisfied with the service? *

           Yes
           NO

What you are expecting from your service provider? *
  1. Reliability *
                                                       Neither
                               Strongly                                  Strongly
                                          Disagree     Agree nor Agree
                               Disagree                                  Agree
                                                       disagree
Network coverage is
reliable
Voice clarity is good
Delivery of SMS,
MMS, Voice Message
& other services are
timely
Service are delivered
promptly
Service provider
promises to do
something by a certain
time, they do so
2. Responsiveness *
                                               Neither
                         Strongly                                Strongly
                                    Disagree   Agree nor Agree
                         Disagree                                Agree
                                               Disagree
Service Provider are
always willing to help
you?
Service provider are
giving attention to
your problem?
Are they getting your
feedback?

   3. Assurance *
                                               Neither
                         Strongly                                Strongly
                                    Disagree   Agree nor Agree
                         Disagree                                Agree
                                               Disagree
Service provider are
good in
communicating
clearly?
Service provider are
capable of
understanding your
problems?
Service providers are
capable of answering
your queries?
Service provider have
required skill &
knowledge to answer
your queries?
Service providers are
sincere & patient in
resolving your
problems?
4.Tangibles *
                                               Neither
                         Strongly                                Strongly
                                    Disagree   Agree nor Agree
                         Disagree                                Agree
                                               Disagree
Info/message in Top-
up card are clear and
useful
Promotional offers are
communicated
properly
Billing methods are
transparent & simple
Retail outlets are
available in enough
numbers and are easily
accessible

5.Empathy *
                                               Neither
                         Strongly                                Strongly
                                    Disagree   Agree nor Agree
                         Disagree                                Agree
                                               Disagree
Having convenient
periods & terms for
activation & recharge
Having working hours
convenient to all
customers
Apologising for
inconvenience caused
to customers

Nationality *

           Indian
           Others

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A study on service quality of telecommunication service providers using servqual

  • 1. A Study on Service quality of telecommunication service providers using SERVQUAL The questionnaire is to evaluate the quality of the service by telecommunication service providers * Required What is your name? Name of the respondents What is your age? * Age of the respondent What is your gender? * Gender of respondent Male Female what is your annual income * Per annum Income of respondent What is your education qualification? * Education qualification of respondent Post Graduate Under Graduate Higher secondary What is your profession? * Own Business Public Salaried Employee Private Salaried Employee Student Others Which Mobile Service provider connection do you have * Bharathi Airtel Aircell MTS Vodafone
  • 2. Uninor Reliance BSNL Tata Indicom Tata DOCOMO Others Which type of service do you prefer? * Prepaid Services Postpaid Services Are you satisfied with the service? * Yes NO What you are expecting from your service provider? * 1. Reliability * Neither Strongly Strongly Disagree Agree nor Agree Disagree Agree disagree Network coverage is reliable Voice clarity is good Delivery of SMS, MMS, Voice Message & other services are timely Service are delivered promptly Service provider promises to do something by a certain time, they do so
  • 3. 2. Responsiveness * Neither Strongly Strongly Disagree Agree nor Agree Disagree Agree Disagree Service Provider are always willing to help you? Service provider are giving attention to your problem? Are they getting your feedback? 3. Assurance * Neither Strongly Strongly Disagree Agree nor Agree Disagree Agree Disagree Service provider are good in communicating clearly? Service provider are capable of understanding your problems? Service providers are capable of answering your queries? Service provider have required skill & knowledge to answer your queries? Service providers are sincere & patient in resolving your problems?
  • 4. 4.Tangibles * Neither Strongly Strongly Disagree Agree nor Agree Disagree Agree Disagree Info/message in Top- up card are clear and useful Promotional offers are communicated properly Billing methods are transparent & simple Retail outlets are available in enough numbers and are easily accessible 5.Empathy * Neither Strongly Strongly Disagree Agree nor Agree Disagree Agree Disagree Having convenient periods & terms for activation & recharge Having working hours convenient to all customers Apologising for inconvenience caused to customers Nationality * Indian Others