Appendix I :Questionnaire

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A Research Study of Mobile Services from Customer’s Perspective
Questionnaire

Customer Name : ____________________________ Age : _____ Sex : M F Profession ______________

Address : _________________ _________________ Mobile No. ____________ Name of Hand-Set model : ___________

(Please tick (√) the box or boxes which ever you feel suitable) PART I : GENERAL 1. Which is your current cellular service provider ? a. BSNL b. AIRTEL d. HUTCH e. IDEA g. RELIANCE INDICOM 2. Is it your first service provider ? a. Yes b. No c. BPL f. TATA

2.1 (If No) how many service providers you had used in past ? a. 1 b. 2 c. more than 2

2.2 (If No) Which service provider's service did you avail in past? a. BSNL b. AIRTEL d. HUTCH e. IDEA g. RELIANCE INDICOM c. BPL f. TATA

2.3 Why did you changed your past service provider(s)? 2.3.1 First Service provider ________ (pl. specify the name)? a. Excessive billing c. Poor Customer Care e. Limited services b. poor network coverage d. Excessive Call Drops f. Other Reason (pl. specify) _____

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Appendix I :Questionnaire

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2.3.2 Second Service provider ________ (pl. specify the name)? a. Excessive billing b. poor network coverage c. Poor Customer Care d. Excessive Call Drops e. Limited services f. Other Reason (pl. specify) ___________ 3. Your Occupation; a. Civil servant b. Corporate employee c. Business d. Student e. Farmer f. Any other ……………… 4. Cellular mobile service to you is : a. Useful d. Status Symbol b. Essential c. Personal e. Any Other (Pl. Specify) _______

5. What factors do you consider while choosing cellular services? a. Coverage c. Quality Service b.