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Hello:
Thank you for taking some time to read this questionnaire. I would sincere appreciate it if you could take sometime the questionnaire, as input will be invaluable to me.
I am currently doing my MBA Program at Universiti Putra Malaysia and conducting a research on “factors in regaining confidence after service failure”. I would be most grateful if you could kindly share your experiences by completing the enclosed questionnaire. The validity of the study highly depends on your sincere and truthful response. This instrument is for academic purpose only.
Your participation in this study is completely voluntary. There are no foreseeable risks associated with this project. However, if you feel uncomfortable answering any questions, you can withdraw from the survey at any point. It is very important for us to learn your opinions.
Your survey responses will be stricly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact Amzari Ahmad Zainuddin at 03 22404105 or by email at the email address specified below.
Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
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| * Do you have access to the Internet? |
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| * Where do you usually access the Internet? |
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| * What is your current Internet subscription bandwidth? |
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* Is this subscription an always on subscription?
(e.g Monthly fee only, no usage fee charged)
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What is your primary use for the Internet?
Please indicate your rank |
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| Browse Internet Webpages |
| | | Internet Chat |
| | | Checking Email |
| | | Transferring file (e.g ftp, Kazaa, Bittorent, EDonkey etc.) |
| | | Internet Phone and Video Phone |
| | | Web Hosting (publish web pages, provide hosting services etc.) |
| | | Others (please specify below) |
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SECTION B:
This section is to evaluate your current provider.
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* Have you experienced any service failure with your current provider?
If yes, please answer questions 9 and 10 |
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| When was the last service failure that you experienced? |
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| Up to your knowledge, what was the failure caused by? |
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| * How are you most affected by a service failure? |
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* What is your perception on the service availability that you receive from your provider?
(what percentage of time is the service available in one year) |
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| * Do your provider send out advance motice of any service failure? |
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| * What was your action when you encounter a service failure? |
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Answer the following to indicate the closest perception on your current provider relating to a service failure.
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| * If there is premium subscription available (subjected to premium charge), rank your preference as to what is expected by your service provider. |
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| Compensation through service creadit on "service unavailable period" |
| | | Compensation through service credit on "partial amount of loss incurred" during unplanned service failure |
| | | Minimized service outage period |
| | | Better communicated service outages |
| | | Installation of backup line during outages |
| | | No service outages without prior notices |
| | | Increased number of visits by the customer service team |
| | | Dedicated standby operations team |
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SECTION C:
What is your perception towards your current provider? Please answer the following to indicate your closest perception.
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SECTION D: DEMOGRAPHIC PROFILE
Please fill in the following for your personal profile.
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| * What is your highest academic qualifications? |
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| * In what sector is your current occupation? |
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| * What is your working field? |
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| What is your level of position? |
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| If you would like to receive further information regarding this questionnaire, please leave your email address below. | | |
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