Please rate the following Questions where 1=Strongly disagree, 2=Disagree, 3=Neithe

agree nor Disagree, 4=Agree, 5=Strongly Agree

Niether
Strongly Disagre agree
disagree e nor
QUESTION disagree
1 Your call gets connected during first attempt.
Employees of company have adequate knowledge to
2 answer your questions.
You would recommend this service provider to your
3 friends/relatives.
You are able to get variety of price schedules
4 (different recharge denominations).
Your current service provider meets all your pre-
5 purchase expectations.
There is ease of subscribing/recharging (recharges
6 available easily at different locations).

Your service provider has honest pricing structure (no

7 hidden cost, getting full talk time, etc.)
When you have a problem, company shows a sincere
8 interest in solving it.
9 When
This brand is very well
the company known to
promises to do
mesomething by a
certain time, it does so. (e.g., activate or deactivate
10 service).
Initial subscription cost (cost in terms of sim card,
11 connection) will be high.
12 You are able to make calls at peak hours.
Materials associated with service (such as pamphlets,
13 etc.), are visually appealing.
14 Employees take your queries seriously.
You would continue with the current operator even if
15 other cellular companies provide cheaper connections.
Employees of company are consistently friendly and
16 polite with you.
I am not sure that recharge costs of a new operator
17 would be better for me.
18 Company has employees who give you individual attention.
19 Ease of lodging complaints/queries.
20 Employees have your best interests at heart.
21 You want to continue with the current service provider.
It's convenient to use the value added service
22 provided by company.
23 Premature termination of calls is low.
24 Switching cost to a new operator causes monetary cost.
25 Employees of company are always willing to help you.
26 Your current service provider charges reasonable prices.
Even if I have enough information, comparing the
operators with one another it takes a lot of energy,
27 time and effort.
If I switch to a new operator, the services offered by
28 the new operator might not work as expected
29 Your service provider offers you different value added services.
30 You get clear and undisturbed voice quality.
31 VAS provided at reasonable rates.
To switch to a new operator; I need to compare all
service providers (on account of services, coverage
32 area, billing, etc.)
33 Convenient business hours.
34 Employees of company understand your specific needs.
35 Different customer support system.
If I switch to a new operator, I couldn’t use some
36 services (MMS, GPRS, etc.) until I learned to use them.
37 You are overall satisfied with your service provider.
38 Company provides sufficient geographical coverage.
39 To change to new operator brings extra costs with itself.
If you wish to have one more connection, you would
40 prefer your current service provider.

The behavior of employees in company instills

41 confidence in you.
I would be concerned about the people who would dial
42 my previous number and couldn't reach me.
Company’s physical facilities are visually appealing.
43 (e.g., ambience of outlet).
Employees of company are never too busy to respond
44 to your request.
Name: Prashant Kumar Yadav
Age: 24
Qualifucation: MBA
Gender: Male
Phone No. 9310521007
Education status Post Graduation
Occupation Student
Monthly expenditure on mobile services
Using both data as well as voice services
Service provider: Reliance CDMA & GSM
 2=Disagree, 3=Neither
gree

Strongly
Agree
Agree
adav