Please rate how strongly you agree or disagree with each of the following

statements by circling the appropriate numbers.

RELIABILITY Stron Stron

DIMENSION gly gly
Disag Agree
ree
Grameenphone provides
1 services within the 1 2 3 4 5 6 7
promised time
I can always reach
Grameenphone Customer
2 1 2 3 4 5 6 7
Manager any time I want
to
The phone line is clear
3 1 2 3 4 5 6 7
while Im using GP
I can access information
4 by using Grameenphone 1 2 3 4 5 6 7
internet

RESPONSIVENESS Stron Stron

DIMENSION gly gly
Disagr Agree
ee
Employees of GP take
1 actions immediately 1 2 3 4 5 6 7
when I make complain
Employees of GP tell
me exactly when
2 1 2 3 4 5 6 7
service will be
performed
Employees of GP give
3 1 2 3 4 5 6 7
me prompt service
Employees of GP are
always willing to help
4 1 2 3 4 5 6 7
me if I have problem
with services
 ASSURANCE Stron Stron
DIMENSION gly gly
Disagr Agree
ee
Employees of GP are
1 knowledgeable about 1 2 3 4 5 6 7
their products
Employees of GP are
able to solve my
2 1 2 3 4 5 6 7
problem with
satisfactory
Employees of GP are
3 1 2 3 4 5 6 7
very helpful
Employees of GP
4 greeted me warmly 1 2 3 4 5 6 7
with smile

EMPATHY Stron Stron

DIMENSION gly gly
Disagr Agree
ee
Employees of GP listen
1 1 2 3 4 5 6 7
carefully to my needs
Employees of GP give
2 1 2 3 4 5 6 7
me individual attention
Grameenphone has
operating hours
3 1 2 3 4 5 6 7
convenient to all its
customers
GP has employees who
4 communicate my 1 2 3 4 5 6 7
convenient way
Employees of GP
5 understand my specific 1 2 3 4 5 6 7
needs

TANGIBLE Stron Stron

DIMENSION gly gly
Disagr Agree
ee
1 Service area is clean 1 2 3 4 5 6 7
Grameenphone Center
2 has modern looking 1 2 3 4 5 6 7
equipment
Grameenphone Center
atmosphere and decor
3 1 2 3 4 5 6 7
appearance are
appealing
Employees of
4 Grameenphone Center 1 2 3 4 5 6 7
are neat in appearance