QUESTIONNAIRE

[rash...@gmail.com]

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QUESTIONNAIRE

" IMPACT OF CRM ON CUSTOMER LOYALTY” WITH SPECIAL REFERENCE TO TELECOMMUNICATION SERVICE PROVIDER IN ROHTAK CITY

Dear Respondent, I am conducting a research “impact of customer relationship management on customer loyalty with special reference to mobile telecom service operator (Airtel,Idea,Vodafone,Reliance) ”. You are requested to participate in this study. Your consent for the participation in this study is voluntary. However, your participation will help the progress of research and scientific knowledge in this field. All information collected is for research purpose and will be kept confidential.

PART I:

PERSONAL DETAIL
GENDER *
• MALE
• FEMALE
AGE *
• BELOW 25
• 25-35
• >35
PROFESSION *
• GOVT. EMPLOYEE
• PRIVATE EMPLOYEE
• SELF EMPLOYEE
• HOMEMAKER
• STUDENT
• UNEMPLOYEE
MERITAL STATUS *
• MARRIED
• UNMARRIED
EDUCATIONAL QUALIFICATION *
• UPTO 12th
• GRADUATE
• POST GRADUATE
• DIPLOMA HOLDER
MONTHLY FAMILY INCOME
• <20000
• 20000-40000
• 40000-60000
• >60000
MONTHLY EXPENDITURE ON MOBILE SERVICES
• <500
• 500-1000
• >1000

PART II RELATED TO CUSTOMER PERCEPTION, BEHAVIOUR AND AWARENESS ABOUT CUSTOMER RELATIONSHIP MANAGEMENT AND COMPETITIVE POSITION TOWARDS TELECOM SERVICE PROVIDER
NAME OF MOBILE PHONE (BRAND YOU ARE USING) *
Q.1 TYPE OF MOBILE PHONE YOU ARE USING *
• GSM
• CDMA
Q.2 HOW LONG YOU ARE USING MOBILE PHONE *
• <1 YEAR
• 1-3 YEAR
• > 3 YEAR
Q.4 NAME OF SERVICE PROVIDER: *
• AIRTEL
• VODAFONE
• IDEA
• RELIANCE
Q.5 SOURCE OF INFORMATION FOR SELECTING THE SERVICE PROVIDER: *
• RELATIVES OR FRIENDS
• TV
• INTERNET
• CUSTOMER CARE
• PRINT MEDIA
• ANY OTHER
Q.6 TYPE OF CONNECTION *
• PREPAID
• POSTPAID
Q.7 TYPE OF MOBILE PLAN (WHICH YOU ARE USING) *
• CORPORATE PLAN
• HOME PLAN
• STUDENT PLAN
• ANY OTHER
Q.8 HOW LONG YOU ARE USING THE SERVICE OF CURRENT SERVICE PROVIDER: *
• <1 YEAR
• 1-3 YEAR
• >3 YEAR
Q.9 IN THE NEAR FUTURE DO YOU HAVE ANY IDEA TO SHIFT FROM CURRENT SERVICE PROVIDER? *
• YES
• NO
Q.10 IF YES, WHY ? *
Q.11 IF THE OPTION OF MOBILE NUMBER PORTABILITY IS PROVIDED, RANK THE SERVICE PROVIDER YOU WILL CHOOSE IN THE ORDER(NOTE: MOBILE NUMBER PORTABILITY IS RETAINING YOUR SAME NUMBER AND CAN BE USED WITH ANY TYPE OF SERVICE PROVIDER EX. 972 XX XXXXX, WHICH IS A IDEA NUMBER CAN BE USED WITH VODAFONE AIRTEL,OR RELIANCE ETC. IF YOU WANT TO CHANGE. *

	RANK
NAME OF SERVICE PROVIDER
1.AIRTEL
VODAFONE
IDEA
RELIANCE

Q.12 FACTOR AFFECTING THE RANKING OF THESE SERVICE PROVIDER (GIVE THE RANK ACCORDING TO VARIOUS FACILITY 1,2,3,4) *

	IDEA	VODAFONE	AIRTEL	RELIANCE
DETAIL
WIDE AREA NETWORK
VOICE CLARITY
ECONOMICAL
VALUE ADDED SERVICES
CELEBRITY EDORSEMENT
FREE TALKTIME/SMS
DOWNLOADING SPEED
LOCAL TARIFF PLANS

Q13. HAVE YOU EVER CONTACTED THE CUSTOMER CARE CENTER OF YOUR SERVICE PROVIDER? *
• YES
• NO
Q.14 FOR WHAT REASON YOU HAVE CONTACTED THE CUSTOMER CARE: *
Q.15 ARE YOU SATISFIED WITH THE INTERACTION YOU HAD WITH THE CUSTOMER CARE EXECUTIVE: *
• YES
• NO

PART III : FACTORS THAT MIGHT AFFECT CUSTOMER LOYALTY
*

	strongly disagree	disagree	neutral	agree	strongly agree
Detail
I find the service are relatively good
My relatives& friends are using the same service provider
Service provider really cares about building a relationship with me
The price of value added is reasonable
The customer support of the service provider is excellent
Company create innovative solution that makes our life easier
Over the past year my loyalty to company has grown stronger
I select the service provider after discussed with the customer care executive of the service provider
I believe service provider deserve my loyalty

Please give your comments or suggestions on customer relationship management services offered by your telecom service operator

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[RASHMI D]

[Neeraj Kaushik]

Dear Rashmi
There are a few observations from my end:
1. Never where in the world Homemaker & Student is considered as Profession.
2. In Part-II, Name of Mobile phone (Are you talking about Handset brand or service provider?)
3. In Q4, only 4 options are given, so this means anyone using other service provider can't fill this questionnaire (This shd be mentioned in start)
4. In Q11, u r asking for rank but you've used Radio button for providing answer. It is used when only one response is to be chosen from many. In case u r looking for the most likely brand for switch then u shd not call it RANK.
5. In Q12, u r again asking Ranks but no provision for providing ranks.
6. Q13, Have u ever contacted Customer Care. I never contacted so I chose option No. Now Q14 is compulsory??? Again in Q15, u r asking my satisfaction with Customer Care, this is again COmpulsory????
7. In Part-III, u r asking for Customer Loyalty. Wont it be better to ask for my loyalty. Plz remember my idea about factors inducing for me and for other customers may differ e.g. Not necessarily, a factor that induces loyalty for me wil generate loyalty for everyone. So it better to ask me about myself rather than my opinion about others.

Best wishes
Neeraj

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[RASHMI D]

Thank you so much sir , sir i want to ask one thing if i have not given any cumplusion for these question then it is ok.sir i want to tell u one thing more , i describe about these 4 service provider in the heading .yes sir i have some mistake in my questionnaire  , but i have an request to you that, how to remove these mistakes...plz sir help me.some of mistake how to remove i can understand like in profession ,name of mobile phone is replace by service provider.but some other mistake like in   q.11 ,12 sir how to mqnage theae question on google drive.plz sir help me..
regard

[RASHMI D]

dear sir and group members, I have  some mistakes in this questionnaire ,so I want to say sorry to all of you.

[cool. yogita]

done

[maliks...@gmail.com]

Dear Rashmi,

What is the problem in making changes in google drive now so that any further questionnaires filled will be correctly answered by the respondents.

Regards 

Sonia Malik

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[Neeraj Kaushik]

Dear Rashmi

Log in to drive.google.com

Open ur questionnaire and edit it

Its as simple as that

Best wishes
Neeraj

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[rash...@gmail.com]

If you have trouble viewing or submitting this form, you can fill it out online:
https://docs.google.com/forms/d/1XsNyxAi0zHfmsUhPVs5Q46Jsn1iTHJN8MQeC7NorIWk/viewform

QUESTIONNAIRE

" IMPACT OF CRM ON CUSTOMER LOYALTY” WITH SPECIAL REFERENCE TO TELECOMMUNICATION SERVICE PROVIDER IN ROHTAK CITY

Dear Respondent, I am conducting a research “impact of customer relationship management on customer loyalty with special reference to mobile telecom service operator (Airtel,Idea,Vodafone,Reliance) ”. You are requested to participate in this study. Your consent for the participation in this study is voluntary. However, your participation will help the progress of research and scientific knowledge in this field. All information collected is for research purpose and will be kept confidential.

PART I:

PERSONAL DETAIL
GENDER *
• MALE
• FEMALE
AGE *
• BELOW 25
• 25-35
• >35

CURRENT STATUS *

• GOVT. EMPLOYEE
• PRIVATE EMPLOYEE
• SELF EMPLOYEE

• HOMEMAKER
• STUDENT
• UNEMPLOYEE

MERITAL STATUS *
• MARRIED
• UNMARRIED
EDUCATIONAL QUALIFICATION *
• UPTO 12th
• GRADUATE
• POST GRADUATE
• DIPLOMA HOLDER
MONTHLY FAMILY INCOME
• <20000
• 20000-40000
• 40000-60000
• >60000
MONTHLY EXPENDITURE ON MOBILE SERVICES
• <500
• 500-1000
• >1000

PART II RELATED TO CUSTOMER PERCEPTION, BEHAVIOUR AND AWARENESS ABOUT CUSTOMER RELATIONSHIP MANAGEMENT AND COMPETITIVE POSITION TOWARDS TELECOM SERVICE PROVIDER

WHAT YOU ARE USING MOBILE PHONE(IF YES THEN GIVE ANSWER MY NEXT QUESTIONS) *
• YES
• NO

Q.1 TYPE OF MOBILE PHONE YOU ARE USING

• GSM
• CDMA

Q.2 HOW LONG YOU ARE USING MOBILE PHONE *
• <1 YEAR
• 1-3 YEAR
• > 3 YEAR

Q.4 NAME OF SERVICE PROVIDER: *

AIRTEL,IDEA,VODAFONE,RELIANCE OR IF ANY OTHER(PLEASE SPECIFY)

Q.5 SOURCE OF INFORMATION FOR SELECTING THE SERVICE PROVIDER:

• RELATIVES OR FRIENDS
• TV
• INTERNET
• CUSTOMER CARE
• PRINT MEDIA
• ANY OTHER

Q.6 TYPE OF CONNECTION *
• PREPAID
• POSTPAID
Q.7 TYPE OF MOBILE PLAN (WHICH YOU ARE USING) *
• CORPORATE PLAN
• HOME PLAN
• STUDENT PLAN
• ANY OTHER
Q.8 HOW LONG YOU ARE USING THE SERVICE OF CURRENT SERVICE PROVIDER: *
• <1 YEAR
• 1-3 YEAR
• >3 YEAR

Q.9 IN THE NEAR FUTURE DO YOU HAVE ANY IDEA TO SHIFT FROM CURRENT SERVICE PROVIDER?

• YES
• NO

Q.10 IF YES, WHY ?

Q.11 IF THE OPTION OF MOBILE NUMBER PORTABILITY IS PROVIDED, GIVE PREFERENCE TO THESE SERVICE PROVIDER YOU WILL CHOOSE IN THE ORDER 1, 2 3 ,4 AND 5(NOTE: MOBILE NUMBER PORTABILITY IS RETAINING YOUR SAME NUMBER AND CAN BE USED WITH ANY TYPE OF SERVICE PROVIDER EX. 972 XX XXXXX, WHICH IS A IDEA NUMBER CAN BE USED WITH VODAFONE AIRTEL,OR RELIANCE OR ANY OTHER WHICH YOU ARE SPECIFY. IF YOU WANT TO CHANGE.)

	AIRTEL	IDEA	VODAFONE	RELIANCE	ANY OTHER (WHICH YOU ARE SPECIFY IN Q.4)
NAME OF SERVICE PROVIDER

Q.12 FACTOR AFFECTING THE RANKING OF THESE SERVICE PROVIDER (GIVE THE RANK ACCORDING TO VARIOUS FACILITY 1,2,3,4,5)

	IDEA	VODAFONE	AIRTEL	RELIANCE	ANY OTHER (WHICH YOU ARE SPECIFY IN Q.4)

DETAIL
WIDE AREA NETWORK
VOICE CLARITY
ECONOMICAL
VALUE ADDED SERVICES
CELEBRITY EDORSEMENT
FREE TALKTIME/SMS
DOWNLOADING SPEED
LOCAL TARIFF PLANS

Q13. HAVE YOU EVER CONTACTED THE CUSTOMER CARE CENTER OF YOUR SERVICE PROVIDER?

• YES
• NO

Q.14 FOR WHAT REASON YOU HAVE CONTACTED THE CUSTOMER CARE:

Q.15 ARE YOU SATISFIED WITH THE INTERACTION YOU HAD WITH THE CUSTOMER CARE EXECUTIVE:

• YES
• NO

PART III : FACTORS THAT MIGHT AFFECT CUSTOMER LOYALTY
*

	strongly disagree	disagree	neutral	agree	strongly agree
Detail
I find the service are relatively good
My relatives& friends are using the same service provider
Service provider really cares about building a relationship with me
The price of value added is reasonable
The customer support of the service provider is excellent
Company create innovative solution that makes our life easier
Over the past year my loyalty to company has grown stronger
I select the service provider after discussed with the customer care executive of the service provider
I believe service provider deserve my loyalty

Please give your comments or suggestions on customer relationship management services offered by your telecom service operator

Never submit passwords through Google Forms.

[RASHMI D]

Dear group members,i have an request to all of you.please fill it.it is a improved version of my questionnaire .please its a humble request to all of you.

[RASHMI D]

ok sir, thanks

[rash...@gmail.com]

If you have trouble viewing or submitting this form, you can fill it out online:
https://docs.google.com/forms/d/1XsNyxAi0zHfmsUhPVs5Q46Jsn1iTHJN8MQeC7NorIWk/viewform

QUESTIONNAIRE

" IMPACT OF CRM ON CUSTOMER LOYALTY” WITH SPECIAL REFERENCE TO TELECOMMUNICATION SERVICE PROVIDER IN ROHTAK CITY

Dear Respondent, I am conducting a research “impact of customer relationship management on customer loyalty with special reference to mobile telecom service operator (Mainly study on Airtel,Idea,Vodafone,Reliance) ”. You are requested to participate in this study. Your consent for the participation in this study is voluntary. However, your participation will help the progress of research and scientific knowledge in this field. All information collected is for research purpose and will be kept confidential.

PART I:

PERSONAL DETAIL
GENDER *
• MALE
• FEMALE
AGE *
• BELOW 25
• 25-35
• >35

CURRENT STATUS *

• GOVT. EMPLOYEE
• PRIVATE EMPLOYEE
• SELF EMPLOYEE

• HOMEMAKER
• STUDENT
• UNEMPLOYEE

	VODAFONE	AIRTEL	RELIANCE	IDEA

ANY OTHER (WHICH YOU ARE SPECIFY IN Q.4)

[muralid...@gmail.com]