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APPENDIX -A A STUDY ON CONSUMERS’ SATISFACTION TOWARDS MOBILE

PHONE SERVICES OF BSNL IN SIVAGANGAI DISTRICT, TAMILNADU

Questionnaire for Consumers

(Please fill up your opinion by putting ( ) marks)

GENERAL

1. Name (Optional) :

2. Address :

3. Gender : Male Female

4. Age of the Consumer :

a) Below 20 Years b) 21 – 40 Years

c) 41 – 60 Years d) Above 60 Years

5. Marital Status :

a) Single b) Married

c) Window

6. Educational Qualification

a) Illiterate b) S.S.L.C.

c) H.S.C. d) Graduate

e) Post-graduate

7. Occupation

a) Professional b) Businessmen

c) Government Employee d) Private Employee

e) Housewife

8. Average Income per Month

a) Below 15,000 b) 15,001 – 25,000

c) 25,001 – 35,000 d) 35,001 – 45,000

e) Above 45,000

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9. Family Size :

a) Nuclear family b) Joint family

CONSUMERS AWARENESS

1. For what purpose, do you use mobile?

a) Personal b) Business

c) Corporate

2. What is the basic use of Mobile?

a) SMS b) Incoming

c) Outgoing d) Roaming

e) Internet f) All of them

3. What are the multimedia facilities available on your mobile?

a) In ternet access b) Web camera

c) Games

4. What are the features linked with the SIM Connection?

a) Low rent b) Free SMS

c) High talk time d) Special ring tones

e) Low internet cost

5. What kind of service do you have?

a) Pre-paid b) Post-paid

6. What are the reasons for preferring Prepaid Cards?

a) Top up cards available at

various rates b) Grace period allowed

for incoming calls

c) Less Charge per call d) Recharge to be done at

convenience

7. What are the reasons for preferring Post-paid Cards?

a) Easy to get connection b) Less rent

c) Reasonable talk time d) Payments done through

online

e) Free to talk as desired

without fear of balance

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8. Are you fully aware of all the schemes provided by BSNL service provider?

a) Yes b) No

9. If yes, what are the value added services offered by the BSNL?

a) GPRS b) PRBT

c) Mobile TV d) Railway enquiry

e) All of them

10. Which of the following value added services do you use frequently?

a) GPRS b) PRBT

c) Mobile TV d) Railway enquiry

e) All of them

11. Do you receive any useful services from customer care?

a) Yes b) No

12. If Yes, What are the services?

a) Attractive schemes b) Better services

c) Low rent d) Life time validity

e) Reasonable charges f) Easy recharge

13. Are you aware of promotional schemes of your service provider?

a) Yes b) No

14. If yes, what are the promotional schemes of your service provider you have known so for?

a) Full talk time offer b) Rate cutter offer

c) Festival offer d) Competition offer

e) Low talk value of cost

CONSUMERS ATTITUDE

1. How often do you use this facility on your mobile?

a) Occas ional ly b) Frequently

c) Very Rare d) Never

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2. How long have you used the service of BSNL?

a) Below 1 year b) 1 year-2 years

c) 2 years-3 years d) 3 years-4 years

e) 4 years-5 years f) Above 5 years

3. Is BSNL mobile service useful to you?

a) Yes b) No

4. If yes, rank the reason

a) General use b) Easy contact

c) Prestige d) Quick communication

e) Official purpose f) Contact while travelling

g) Low Cost h) Economy

i) Any time contact j) Development of business

to curtail telephone

expenses

5. How many SIM cards have you owned?

a) One b) Two

c) Three

6. How many years of experience do you have in using SIM connection?

a) 1 year b) 2 years

c) 3 years d) 4 years

e) 5 years f) Above 5 years

7. How many SMS would you send/receive on an average in your mobile phone each day?

Sl.No. Particulars Nil Up to 5 5-10 More than 10

1. SMS received

2. SMS sent

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8. When do your service providers activate your mobile?

a) Less than a day b) Next Day

c) 2-3 days d) 4-5 days

e) Fort Night

9. How much rental value is charged for Post-paid?

a) 99 b) 225 `

c) 325 d) 525

e) 725 f) 1,500

10. What is the rate of Recharge Coupon used frequently?

a) 29 b) 37

c) 42 d) 81

e) 183

11. How many Incoming/ Outgoing Calls on an average you have received per week?

Sl.No. Particulars Below 20 20-50 50-100 100-150 More than

150

1. Incoming Calls

2. Outgoing Calls

12. How many wrong calls on an average you have sent/received per week?

Sl.No. Particulars Nil Up to 5 5-10 More than 10

1. Calls Received

2. Calls Sent

13. Do you get network coverage easily?

a) Yes b) No

14. If yes, how much percentage of the network coverage does your service provider

offer in your area?

a) 100% b) 75%

c) 50% d) 25%

e) 0%

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15. Are you getting your billing information on time?

a) Yes b) No

16. If yes, when do you get billing information?

a) Monthly b) Quarterly

c) Half-yearly d) yearly

17. Who pays for your current mobile phone bill?

a) Parents b) Self

c) Friends d) Siblings(Brothers & Sisters)

18. How do you get billing information?

a) SMS b) Customer Care

c) Home by post d) None of the above

19. What is the mode of bill Recharge/payment?

a) Mobile banking b) Credit card

c) Net banking d) Cash/voucher

20. Have you received any unwanted message?

a) Yes b) No

21. If yes, how many times have you received/sent unwanted message?

a) Very rare b) Occasionally

c) Frequently d) Never

22. Do you seek the help of your service provider to restrict unwanted messages?

a) Yes b) No

23. If Yes, how will you restrict the unwanted messages with the help of service provider?

a) To make compliant to

call Centre b) To delete the unwanted

message

c) To ignore the unwanted

message

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24. How many hours does your service provider take to clear the fault in service?

a) Within 24 hours b) Within 36 hours

c) Within 48 hours d) After 48 hours

25. Do you have call drops problem?

a) Yes b) No

26. If yes, what are the call drops problems frequently?

a) Partial call drops b) Complete Call Drops

c) Both d) None

27. What are the percentages of call drops frequency?

a) 0% b) 10%

c) 20% d) 20-50%

c) More than 50%

28. Please, Rank the benefits you have received from your service provider so far

a) Increase in Sales

b) Improved customer relation

c) Reduction of travelling cost

d) Reduction in debt collection period

e) Increase in the good will of the firm

f) Product diversification

g) Geographical expansion

h) Quick and accurate communication

i) Obtaining market information

j) Decrease in communication expenses because of

owning a cell phone

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LEVEL OF SATISFACTION

1. Give your level of satisfaction in the following services of your service provider

(H.S=Highly Satisfied, S=Satisfied, N=Neutral, D.S=Dissatisfied,

H.D.S=Highly Dissatisfied)

Sl.No Services H. S S N H.D.S D.S

1. Customer Care Service

1. After sales service

2. Activation time

3. Ability to attend the fault quickly

4. Ability to provide solutions to unwanted

message

5. Clarity of voice

6. Coverage

7. Attractive plan and More talk time

8. Better offer/service provided when

compared with competitors

2. Call Service

1. Percentage of call drops within/outside

region

2. Call rate to network

3. International call rate

4. Local call rate

3.Billing Service

1. Billing accuracy

2. Billing information

3. On-line billing

4. Network Service

1. Network coverage

2. Network connectivity

3. Signal reception quality

4. Good transmission quality

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Sl.No Services H. S S N H.D.S D.S

5. Value Added Services

1. SMS / MMS

2. Voice mail / activated dialogue / commend

3. Call forwarding /diverting / waiting

4. Caller Ringing back tones

5. Internet access

6. Dial in service

7. Roaming

8. Auto answering

FACTORS INFLUENCING

1. Rate the following factors influencing you while choosing BSNL service provider?

Sl.No Influencing Factors H. S S N H.D.S D.S

1. Customer care service 1. Connection details

2. Plan details

3. Coverage

4. Future tariff plans

5. Presence in more member of circles

2. Call Service

1. Incoming / outgoing calls

2. Concession on call rates

3.Billing Service

1. Bill per month

2. Pre billing

4. Network Service

1. Good network coverage

2. Network availability

5. Value Added Services

1. SMS/MMS

2. Info service

3. Toll free service

4. Internet service

5. Caller Ring back tone service

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Sl.No Influencing Factors H. S S N H.D.S D.S

6. Other Factors

1. Influence from family and friends

2. Advertisement

3. Promotional schemes

FACTORS AFFECTING

1. Rate the factors affecting you while getting service from your service provider

[V.H=VERY HIGH H=HIGH N=NEUTRAL V.L=VERY LOW L=LOW]

Sl.No FACTORS AFFECTING V.H H N V.L L

1. Customer care service

1. Low talk time on recharge

2. Frequent changes in plans

3. High top-up prices

4. Non –availability of recharge coupons

5. Better offer / service not to be provided

compared with other competitors

6. Deactivation

7. Disconnected frequently

8. Impolite response from call centres

9. Lack of bill collection centres

10. High call tariff

11. Poor compliant handling mechanism

2. Call Service

1. Partial call drops

2 Complete call drops

3. Billing Service

1. Billing error

2. Excessive billing

4. Network Service

1. Low network coverage

2. High network congestion

3. Frequent network disruption

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Sl.No FACTORS AFFECTING V.H H N V.L L

5. Value Added Services

1. Voice problems

2. Bandwidth problem

6.Other Factors

1. Influence from family and friends

2. Advertisement highlighting the features in

other competitors

3. Promotional Schemes and Competitors

OPINION OF THE CONSUMERS

1. What is your opinion of the following statement

[S.A= Strongly Agree A= Agree N.O= No Opinion D.A= Dis Agree

S.D.A= Strongly Dis Agree]

Sl.No Opinion of the Customer S.A A N.O D.A S.D.A

1. It’s easy to get prepaid/post-paid connection

2. Delay in getting prepaid/post-paid connection

3. Convenient tariff packages are available

4. National wide connectivity can be accessed

5. Services offered by BSNL are good

6. Private connection are preferred more due to

free SMS

7. Prepaid/post-paid connection is good

8. Prepaid/post-paid connection is rarely preferred

due to high rent

9. Charges in tariff rate are high

10. Excellent billing is done in BSNL

11 Tower capacity of service providers is highly

sufficient

12. High connectivity problem between BSNL and

other connection

13. Verification procedure of BSNL connections

are high

14. Cost of calls charged are high

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APPENDIX – B

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