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A Research Study of
Mobile Services from Customers Perspective
Questionnaire
Sex : M
Profession ______________
Address : _________________
_________________
Mobile No. ____________
(Please tick () the box or boxes which ever you feel suitable)
PART I : GENERAL
1. Which is your current cellular service provider ?
a. BSNL
b. AIRTEL
d. HUTCH
e. IDEA
g. RELIANCE INDICOM
c. BPL
f. TATA
b. No
2.1 (If No) how many service providers you had used in past ?
a. 1
b. 2
c. more than 2
2.2 (If No) Which service provider's service did you avail in past?
a. BSNL
b. AIRTEL
d. HUTCH
e. IDEA
g. RELIANCE INDICOM
c. BPL
f. TATA
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Appendix I :Questionnaire
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b. Essential
c. Personal
e. Any Other (Pl. Specify) _______
b. Fair Pricing
d. Attractive Schemes
c. Outgoing
f. All of them
b. Good
e. Very Poor
c. Average
b. Post-paid
c. Top-up
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Appendix I :Questionnaire
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b. 2 to 5 hrs
d. more than 10 hrs.
11. The number of calls done by you per day approximately are
a. Less than 5
c. 16 to 25
b. 5-10 min
e. 30-60 min
c. 10-20 min
f. more than 1 hrs
13. How much money do you spend on your mobile phone/ month?
a. Up to Rs. 100
d. 500 to 1000
b. 100 to 250
c. 250 to 375
e. 1000 & above
b. No
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b. voice mail
e. clip download
h. internet access
l. call waiting
c. call forwarding
f. ring-tone download
i. game download
m. roaming
b. Good
e. Very Poor
c. Average
b. While traveling
b. No
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b. Satisfied
c. Neutral
e. Highly Dissatisfied
26. Are you happy with the billing service? (Including prepaid tariff)
a. Highly Satisfied
d. Dissatisfied
b. Satisfied
c. Neutral
e. Highly Dissatisfied
27. Are you aware about the billing system of the company?
a. Yes
b. No
b. No
If yes then is it
a. Monthly
b. Quarterly
b. Half-yearly
c. Yearly
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Appendix I :Questionnaire
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b. No
b. occasionally (4 to 6)
d. Never (0)
b) 2-3 days
e) next day
c) fortnight
36. Is there any fault in your mobile faced by you for the service(s)
assured by your current service provider?
a. Yes
b. No
If yes, Please specify the type of fault ________________
37. What is the frequency of the occurrence of such fault ?
a. Very High
d. Low
b. High
e. Very Low
c. Neutral
b. Within 36 hrs
d. After 48 hrs
b. No
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b. 10%
c. 20%
e. more than 50 %
b. High
e. Very Low
c. Neutral
b. High
e. Very Low
c. Neutral
PART 6 : MULTIMEDIA
44. What multimedia facilities you have on your mobile?
a. Internet access
c. Games
b. Web camera
d. Other _____________
b. Frequently
d. Never
46. What kind of problems you are facing while using multimedia
facility on mobile?
a. Network Coverage Problem
b. Bandwidth problem
c. Any other Pl. Specify ______________
Any other Suggestions (Please specify)
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