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1. QUESTIONNAIRE
“A study on customerbuying behavior in selecting retailerat the time of
purchasing mobile phone in the city of Ananad and V.V.Nagar.
PERSONAL PROFILE
Name: Contact No:
Age Occupation Income
(Annually)
Education
Qualification
Nature of
Job
Experience Family
Income
15 – 25 [ ] Student [ ] Less than
50,000 [ ]
HSC [ ] Permanent [
]
0-1 [ ] Below 20,000 [
]
26 – 35 [ ] Business [ ] 50,000 – 1, Diploma Eng.
[ ]
Temporary [
]
1-2 [ ] 20-30 [ ]
36 – 50 [ ] Service [ ] Graduate [ ] 3-4 [ ] 30-40 [ ]
Above 50 [ ] Housewife [ ] Post Graduate
[ ]
4-< [ ] More than
40,000 [ ]

2. Q – 1. Do you use mobile phone?
Yes [ ] No [ ]
Q – 2. Who purchased your mobile phone?
I, myself [ ]
Parents [ ]
Gift from someone [ ]
Q – 3. a.) From which retailer you purchased your mobile phone?
Xcel connection [ ]
Atmiya communication [ ]
Saregama [ ]
Jasmine [ ]
Samsung Plaza [ ]
Nokia Retailer [ ]
b.) What is the reason behind selecting that retailer?
Lowest price [ ]
Free downloads [ ]
Free accessories [ ]
Co- operative employees [ ]
Appearance of store is good [ ]
Free gift [ ]
Other [ ]
c.) How do you come to know about this retailer advertisement?
Advertisement [ ]
Friends & Relatives [ ]
Online search [ ]

3. Q – 4. How frequently do you change your mobile phone?
Once in a year [ ]
Once in 2 – 3 year [ ]
More than one in a year [ ]
Once in more than 3 year [ ]
Q – 5. You usually purchase mobile phone on……….
Some special occasions [ ]
Festival [ ]
No such fixed period [ ]
Q – 6 What are our expectations from the mobile phone retailer wile purchasing mobile phone?
(Rank as per your preference)
1. Demo mobile phones in store. [ ]
2. Responsive & Supportive staff [ ]
3. Need should be fulfilled t preferable price [ ]
4. Acceptance of debit / credit cards. [ ]
5. Payment in EMI @ 3 % interest rate. [ ]
6. Good waiting & seating arrangement in the store. [ ]
7. Exchange mobile offer. [ ]
8. Free accessories. [ ]
9. After sales services at reasonable terms. [ ]
10. Free home delivery. [ ]
11. Online buying process. [ ]

4. Q – 7. The perception of customer related to after sales service provided by mobile retailer.
Perception Strongly
Agree
Agree Neutral Disagree Strongly
Disagree
1. Once the handset is sold
retailers are not at all interested
to hear the problems of
customer.
2. It is retailer responsibility to
give service after sales.
3. When the retailer promises do
something, it does so.
4. The service provider doesn’t
provide services at the time it
promises.
5. The service charges are not
accurate.
6. An employee doesn’t give
prompt service.
7. Employees aren’t always
willing to help.
8. After sales service is the
provision of a warranty for the
mobile phone.
9. The employee doesn’t respond
to customer requests, if busy.

5. Q – 8. The satisfaction level of customers from their current mobile retailer.
Satisfaction Highly
Satisfie
d
Satisfie
d
Neutral Dissatisfi
ed
Highly
Dissatisfi
ed.
1. The customer service branches
located in convenient places.
2. The physical facilities are
visually appealing.
3. The service provider has up to
date equipment.
4. The employees are well dressed
and neat in appearance.
5. When the service provider
promises to do something, I
does so.
6. The service provider shows a
sincere interest in solving
customer problems.
7. The service provider provides
services at the time it promises.
8. The service charges are
accurate.
9. Hipline is easily accessible.
10. Employees give prompt service.
11. Employees are always willing
to help.
12. The employees respond to
customer request even if busy.
13. The employees can be trusted.
14. Customer feels safe doing
business with the service
provider.
15. The service provider protects
the confidentiality of customer
information.
16. The employees are consistently
courteous with customers.
17. The employees provide
individual attention.

6. 18. The employees know the
customer needs.
19. The service provider has
operating hours convenient to
all.
20. The employee has the best
interest of the customers at
heart.
21. The service provider has a
strong and wide range network.
22. The call quality of the specific
chosen network is always good.
23. The service provider has a wide
range of products and services
than its competitors.
24. The service provider has better
service quality than its
competitors.
25. The service provider offers
better promotion than its
competitors.