rm questionnaire airtel

7/27/2019 RM Questionnaire Airtel

1/6

Questionnaire on Customer Perspective on relationship

quality in mobile telecom

This research will focus on Customer Perspective on relationship quality in mobile telecom.

Could you please spare a few minutes of your precious time to complete this questionnairewhich will help me in my research work. The respondent is anonymous and from the

questionnaire it is quite evident that none of your private details can be extracted. Now here

in the questionnaire, is any of your specific details/private and confidential info required. It

should only take you a few minutes to complete this questionnaire. Thank you.

Part 1: Demographic Profile

1. What is your Age?

Less than 25

25-50

50 & above

2. What is your Gender?

Male

Female

3. Are you a Student?

Yes

No

4. Are you now employed?

Part time

Full Time

Self-employed

5. What is your Highest Educational Qualification?

Primary

Secondary

Diploma

Undergraduate

Postgraduate

1


2/6

6. Do you have a Airtel connection in Bangladesh?

Yes

No

7. For how long have you held a Airtel connection in Bangladesh?

< 1 yr

1-5 yrs

5-10 yrs

>10 yrs

Part II

Please check the box which most describes your level of satisfaction.

1. I am happy with the services of Airtel.

1 2 3 4 5

Strongly Disagree Strongly Agree

2. I am having very good experiences with the Airtel.

1 2 3 4 5


3. I will still choose Airtel for all my future communications and also new services e.g.

mobile banking, mobile shopping

1 2 3 4 5


4. I am pleased with what the Airtel does for me

1 2 3 4 5


5. I have very good relationship with Airtel.

2


3/6

1 2 3 4 5


6. Airtel has made necessary adjustments to suit my special needs

1 2 3 4 5


7. Airtel offers personalized services to meet my needs

1 2 3 4 5


8. Airtel is very flexible in serving all my needs.

1 2 3 4 5


9. Airtel always delivers accurate and timely information

1 2 3 4 5


10. The employees of Airtel always provide me with useful suggestions and advice

1 2 3 4 5


11. Airtel keeps providing me with information about their new services/products.

1 2 3 4 5


3


4/6

12. Airtel always tries to avoid any potential conflicts with customers that might arise rather

than handle it.

1 2 3 4 5


13. If any conflicts arise, Airtel tries to openly discuss the problem and resolve the issue.

1 2 3 4 5


14. Airtel is consistently providing quality services to me.

1 2 3 4 5


15. Airtel has helped me in planning my talk time as per call hour and rate (peak, off peak,

etc.) well.

1 2 3 4 5


16. All the services provided by Airtel are at the highest level of professionalism.

1 2 3 4 5


17. I believe my Airtel subscription (connection) keeps a constant tab on the market trends

and, has adequate knowledge about mobile telecom services.

1 2 3 4 5


18. Airtel keeps on upgrading their services to higher level of satisfaction.

4


5/6

1 2 3 4 5


19. I have utmost confidence in the services of Airtel.

1 2 3 4 5


20. All the promises made by Airtel are reliable.

1 2 3 4 5


21. Airtel has fulfilled all its obligations to me.

1 2 3 4 5


22. Airtel shows respect to me by a personalized greeting to me whenever they correspond

with me.

1 2 3 4 5


23. Airtel is very much concerned about the security and privacy of my

communications/transactions.

1 2 3 4 5


5


6/6

24. The overall service of Airtel is satisfactory.

1 2 3 4 5


25. Does the relationship you have with Airtel matter to you?

1 2 3 4 5


26. Any other comments on your relationship with Airtel?

27. If you are willing to tell me the name of the Airtel? This is purely optional

6

rm questionnaire airtel

Documents