1. What is your gender? Male Female 2. Which age group are you in? < 18 18 35 35 50 > 50 3.

t; 50 3. What is your occupation? Pupils/ students Workers Officers Others 4. What is your marital status? Single Married Divorced 5. What is your monthly income? < 5 million VND 5 10 million VND 10 15 million VND > 15 million VND 6. How do you know about FPT Software Company? (Promotion) Friends/ relatives Marketers of FPT Media mass Others

7. How do you rate the popularity of Gate Pay service? (Promotion) Famous (8-10) Quite popular (6-8) Normal (4-6) Not very popular (2-4) Unpopular (0-2) 8. Which way do you usually use to transfer money into your Gate passport in Gate Pay? (Product) By Gate cards By telecommunications cards By ATM cards, visa By banks 9. Where do you often buy Gate cards? (Place) FPT stores Online Agents Retailers Others 10. Is the location of FPT stores convenient for you? (Place) Completely convenient (8-10) Convenient (6-8) Normal (4-6) Inconvenient (2-4) Completely inconvenient (0-2)

11. How do you rate the payment mode of Gate Pay? (Process) Excellent (8-10) Good (6-8) Normal (4-6) Bad (2-4) Very bad (0-2) 12. Which service of Gate Pay do you often use? (Product) Mobile service Game service Partners service Silver transferred 13. How often do you have to wait for the system of Gate Pay confirm about your transaction? (Process) Never (8-10) Seldom (6-8) Sometimes (4-6) Usually (2-4) Always (0-2) 14. What do you think about the fee of transactions? (Price) Very cheap (8-10) Cheap (6-8) Normal (4-6) Expensive (2-4) Extremely expensive (0-2)

15. How do you feel about customer support service of Gate Pay? (People) Very satisfied (8-10) Good (6-8) Normal (4-6) Disappointed (2-4) Very disappointed (0-2) 16. How do you feel about staff reaction of FPT stores (People) Very satisfied (8-10) Satisfied (6-8) Normal (4-6) Disappointed (2-4) Very disappointed (0-2) 17. How do you rate the safety of using the online payment Gate Pay? (People) Excellent (8-10) Good (6-8) Normal (4-6) Bad (2-4) Very bad (0-2) 18. What do you think about the website of Gate Pay? (Physical evidence) Attractive (8-10) Good (6-8) Normal (4-6) Disappointed (2-4) Very disappointed (0-2)

19. What do you think about the decoration of Gate cards? Very attractive (8-10) Good (6-8) Normal (4-6) Unattractive (2-4) Awful (0-2) 20. Are you willing to pay more money to get the services with more flexible features? (Price) Definitely sure (8-10) I will (6-8) May be (4-6) I will not (2-4) Definitely no (0-2)

2M&L Group

Questionnaire The influence of service marketing to FPTs Gate Pay based on customers perception Dear respondents, We are students in International Training Program of Banking Academy. If you could spare a few minutes to complete this survey, itd be greatly appreciated. Your opinions and answers are very important to us, it will be transfer to FPT software to help them serves you better. Your personal information will remain confidential. Thank you very much for your time and support. 2M&L Group.

Approved by:

Jubred A. Peano, MBA Lectuter of ITP BA

Name (option): . Address (option): .