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  1. Surveys
  2. 2005
  3. April
  4. I
  5. Indian Cellular Mobile phone users
0%
 

Dear Sir / Madam,

I am a final year MMgmt. student of Shailesh J. Mehta School of Management, IIT Bombay, pursuing my final year project on Relationship Marketing in Indian Cellular Mobile Telecom Industry. I request your participation in this important research, which aims to understand your relationship with your cellular mobile service provider and your attitude towards its activities. I shall ensure confidentiality and total anonymity of your responses.

Kindly answer the following questions as openly and honestly as you can.


Thank you very much for your time and support.

Please start with the survey now by clicking on the Continue button below.
 
 
 
* Which is your most often used Cellular Mobile Services Provider (Orange, Airtel, Reliance, MTNL, BSNL, Tata Indicom, etc.)? (Henceforth, referred to as:- My Service Provider)
   
 
 
* For how long (months) have you been a user of cellular mobile phone services?
   
 
 
* Which Type of service do you currently use?
Pre-paid Post-paid
 
 
* What is your Average Monthly Mobile Phone Bill (Rs.)
< 300 300 – 500 501 – 1000 >1000
 
Please rate the following statements on a scale of 1 to 7 by clicking the button indicating your choice (1 represents Strongly Disagree and 7 represents Strongly Agree)
Strongly Disgree 1 2 3 4 5 6 Strongly Agree 7
* My service provider makes efforts to increase regular customer’s loyalty
* My service provider makes various efforts to improve its ties with regular customers
* My service provider really cares about keeping regular customers
* My service provider rewards regular customers for their patronage (Patronage: Business given to service provider by customers)
* My service provider offers discounts in the form of redeemable reward points, discount coupons, free talk time etc. to regular customers for their patronage
* Everyone at the call center and service shop is polite and courteous
* The call center and service shop employees display personal warmth in their behavior
* All the persons working at the call center and service shop are friendly and pleasant
* The call center and service shop employees take the time to know me personally
* My service provider makes greater efforts for regular customers than for non-regular customers
* My service provider offers better service to regular customers than to non-regular customers
* My service provider does more for regular customers than for non-regular customers
* My service provider often sends mailings/sms to regular customers
* My service provider keeps regular customers informed through mailings/sms
* My service provider often informs regular customers through brochures
 

Very Dissatisfied 1 2 3 4 Very Satisfied 5
* How satisfied are you with your tariff plan?
 

Too high 1 High 2 Normal 3 Low 4 Too low 5
* I think that tariffs of my service provider are:
 

Strongly Disagree 1 2 3 4 5 6 Strongly Agree 7
* As a regular customer, I have a high quality relationship with my service provider
* I am happy with the efforts my service provider is making towards regular customers
* I am satisfied with the relationship I have with my service provider
* I am completely satisfied with my service provider
 

Not at all 1 2 3 4 5 6 Extremely so 7
* I would lose a lot of time and money in changing my service provider
* The psychological burden associated with changing my service provider is high
* I find an alternative service provider’s reputation superior to my service provider’s reputation
* I find an alternative service provider’s image superior to my service provider’s image
* I find an alternative service provider’s overall service quality superior to my service provider’s overall service quality
* It would be difficult to change my service provider
 

Completely righ 1 2 Partly right 3 4 Not at all right 5
* I will terminate my contract with the current mobile telecom service provider as soon as possible
 

Very Unlikely 1 2 3 4 Very Likely 5
* How likely are you to switch to a competitive service provider during the next year?
 

No chance that I will stay 0% 25% 50% 75% I will certainly stay 100%
* What is the chance that you will stay with your service provider for the next year?
 
 
* Name:
   
* Age (years):
   
 

* Gender
Male Female
 

* Occupation:
Business Self-employed profession Service Home-maker Student Other  
 

* Who pays for your mobile bill?
Self Employer Parent Spouse Other  
Please contact [email protected] if you have any questions regarding this survey.
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