QUESTIONAIRE FOR THE “FACTORS AFFECTING SERVICE QUALITY IN

TELECOMMUNICATION”

NAME :-

AGE :- 18-28 28-38 38-48 48-58 58-68

QUALIFICATION :- PLUS TWO DEGREE PG

LOCATION :- URBAN RURAL SEMI- URBAN

MARITAL STATUS :- SINGLE MARRIED

1) BSNL have modern looking equipment

4 neither
7 strongly
6 5 agree nor 3 2 1 strongly
agree
disagree disagree

2)The physical facilities at BSNL is visually appealing.

7 4 neither 1 strongly
strongly 6 5 agree nor 3 2 disagree
agree disagree

3) Employees at BSNL appear professionally dressed.

1

7 4 neither
1 strongly
strongly 6 5 agree nor 3 2
disagree
agree disagree

4) Materials associated with the service (promotional brochures, service

tracking documents, invoices etc) is visually appealing in a BSNL services
company.

5)

7 4 neither
1 strongly
strongly 6 5 agree nor 3 2
disagree
agree disagree
 5) When BSNL promise to do something by a certain time, they will do so.

7 4 neither
1 strongly
strongly 6 5 agree nor 3 2
disagree
agree disagree

6)When a customer has a problem, BSNL will show a sincere interest in solving
it.

7 4 neither
1 strongly
strongly 6 5 agree 3 2
disagree
agree nor disagree

7) BSNL will perform the service right first time

4 neither
7 6 5 3 2
agree nor 1 strongly
strongly
disagree disagree
agree
8) BSNL will provide their services at the time they promise to do so

1 strongly
6 5 4 neither 3 2
7 strongly disagree
agree nor
agree
disagree
9) BSNL will insist on error-free records

6 5 4 neither 3 2 1 strongly
7 strongly
agree nor disagree
agree
disagree

10) BSNL will tell customers exactly when services will be performed
 7 strongly 1 strongly
6 5 4 neither 3 2
agree disagree
agree nor
disagree

11) Employees in BSNL will give prompt service to customers

7 strongly 1 strongly
6 5 4 neither 3 2
agree disagree
agree nor
disagree

12) Employees in BSNL will always be willing to help customers

7 strongly 1 strongly
6 5 4 neither 3 2
agree disagree
agree nor
disagree

13) Employees in BSNL will never be too busy to respond to customers' requests

7 strongly 1 strongly
6 5 4 neither 3 2
agree disagree
agree nor
disagree

14) The behavior of employees in BSNL will instill confidence in customers

7 strongly 6 5 3 2 1 strongly
agree disagree
 4 neither
agree nor
disagree

15) Customers of BSNL will feel safe in their transactions

4 neither
7 strongly 6 5 3 2 1 strongly
agree nor
agree disagree
disagree

16) Employees in BSNL will be consistently courteous to customers

7 strongly 1 strongly
6 5 4 neither 3 2
agree disagree
agree nor
disagree

17) Employees in BSNL will have the knowledge to answer customers' questions

7 strongly 1 strongly
6 5 4 neither 3 2
agree disagree
agree nor
disagree

18) BSNL companies will give customers individual attention

7 strongly 6 5 4 neither 3 2 1 strongly

agree agree nor disagree
disagree

19) BSNL will have operating hours convenient to all their customers

7 strongly 6 5 3 2 1 strongly
agree disagree
4 neither
agree nor
 disagree

20) BSNL will have employees who give customers personal attention

7 strongly 1 strongly
6 5 4 neither 3 2
agree disagree
agree nor
disagree

21) BSNL will have the customer's best interests at heart

7 strongly
6 5 4 neither 3 2 1 strongly
agree
agree nor disagree
disagree

22) Employees in BSNL will understand the needs of their customers

7 strongly 1 strongly
6 4 neither 3 2
agree disagree
5 agree nor
disagree