A Study on Service quality of

telecommunication service providers using

SERVQUAL
The questionnaire is to evaluate the quality of the service by telecommunication service
providers
* Required
What is your name? Name of the respondents
What is your age? * Age of the respondent
What is your gender? * Gender of respondent

Male

Female

what is your annual income * Per annum Income of respondent

What is your education qualification? * Education qualification of respondent

Post Graduate

Under Graduate

Higher secondary

What is your profession? *

Own Business

Public Salaried Employee

Private Salaried Employee

Student

Others

Which Mobile Service provider connection do you have *

Bharathi Airtel

Aircell

MTS

Vodafone

Uninor

Reliance

BSNL

Tata Indicom

Tata DOCOMO

Others

Which type of service do you prefer? *

Prepaid Services

Postpaid Services

Are you satisfied with the service? *

Yes

NO

What you are expecting from your service provider? *

1. Reliability *

Network coverage is reliable

Voice clarity is good
Delivery of SMS, MMS, Voice Message & other services are timely
Service are delivered promptly
Service provider promises to do something by a certain time, they do so

2. Responsiveness *
Service Provider are always willing to help you?
Service provider are giving attention to your problem?
Are they getting your feedback?
3. Assurance *
Service provider are good in communicating clearly?
Service provider are capable of understanding your problems?
Service providers are capable of answering your queries?
Service provider have required skill & knowledge to answer your queries?
Service providers are sincere & patient in resolving your problems?

4.Tangibles *
Info/message in Top-up card are clear and useful
Promotional offers are communicated properly

Billing methods are transparent & simple

Retail outlets are available in enough numbers and are easily accessible
5.Empathy *
Having convenient periods & terms for activation & recharge
Having working hours convenient to all customers
Apologising for inconvenience caused to customers
Nationality *

Indian

Others