QUESTIONNAIRE

A STUDY ON CONSUMER PREFERENCE AND SATISFACTION LEVEL

TOWARDS VARIOUS MOBILE SERVICE PROVIDERS
Personal Information
1. Name: _____________________________

2. Age (Years):
a) Less than 20

b) 21-25

c) 25-30

d) More than 30

3. Gender:
a) Male

b) Female

4. Educational qualification:
a)Diploma

b)UG

c)PG

d) Others, specify ___________

5. Which mobile connection do you possess?
a) Postpaid

b) Prepaid

c) Both

6. How long are you using the mobile?

a) Lessthan1yr

b) 1-3yrs

c) 4-6yrs

d) More than 6yrs

7. On what basis do you choose the mobile connection?
a) Network coverage

b) Brand Image

c) VAS

d) Tariff plans

e) Friends /Family influence

8. Which type mobile service simcard type you currently use?

a) 2G

b) 3 G

c) 4 G

9. Which type of mobile model currently use?

a) Single simcard

b)Dualsimcard

c)Triple simcard

d) Four simcard10.Where do you purchase service normally?

a) Company outlets

b) Retailers

c) Authorized dealer

11. How do you get information about new mobile services?

a) Media advertisement

b) SMS

c) Dealers

d) Friends

e) Othersources: ____________

12. What Your monthly budget/value for mobile connection?

a) Less than 150Rs

b) 151-250Rs

c) 251-350Rs

d) 351-450Rs

e) More than 450Rs

13. For which purpose do you use mobile services mostly?

a) Business calls

b) Personal calls

c) Others__________

14. Who is your current cellular service provider?

a) BSNL

b) Vodafone

c) BhartiAirtel

e) Others

Specify: __________________________

d)Aircel

Dependent Variables
15. Are you aware of the following details related to your connection?
Details
Caller tunes
MMS
Radio Services
Full talk time offer
Periodical offers
Tariff plans
Validity of services
Mode of payment
Other Services
Company Outlets
16. Do you have multiple mobile connections?
a) Yes

b) No

17) If Yes, Which service do you prefer?

Aware

Unaware

a)BSNL

b)Vodafone

c)Bharti Airtel

d)Aircel

f)

Others
18. Services according to your Preference level:
5. H. Prefer

4. Prefer

2. Uu-Prefer

1. H. Un-Prefer

Services

3.Neither Prefer / Un-prefer

Good Network coverage

SMS Services
Roaming facilities
Tariff plans
VAS
Call Divert and Waiting facilities
Conference facilities
GPRS Services
3G Services
Entertainment Services
Social Networks
Mobile Banking
News updates
Games
Technology up-gradations
19. Rank the problems according to your perception:
Problems/factors
Poor Network coverage
Availability of recharge coupons
Service charges
Tariff rate charges
Customer care services
Service Activation/Deactivation time
Fake / Limited offers
Anonymous SMS
voice calls form service provider
Recharge/Bill paying

Rank

20. Satisfaction level with your current service provider:

5.Highly Satisfied

4.Satisfied

2.Dis-satisfied

1.Highly Dis-Satisfied
Services

3.Either Satisfied nor Dis-satisfied

Network Coverage
Time for activating services
Availability of Tariffs Packages
Response toCustomer complaints
Daily alerts
Call divert and Waiting services
Packet switching in networks
E-Mail services
Market reputation
Sustainable growth
Brand Name
Transparency in service
Advertisement
Communication about new services
Connectivity Speed
21. State overall satisfaction level with current service provider?
a) Highly Satisfied

b) Satisfied

c) Neutral

d) Dis-Satisfied

e) Highly Dis-satisfied

22. Are you interested to change your current mobile connection?

a) Yes

b) No

23. Rank the mobile service providers based on your point of view:
Service providers
Aircel
BharathiAirtel
Vodafone

Rank

BSNL
TATA DOCOMO
Idea
Others
24. Give your opinion about mobile service:

THANK
YOU