questionnaire on customer satisfaction in telecommunication

This paper has investigated the effects of service quality and consumer satisfaction along with corporate social responsibility actions on consumer purchase intentions and further on consumer loyalty. II. methodology (customer surveys, questionnaire) to know about customer’s perspective on quality and satisfaction. There are many customer surveys available in the form of PDF’s for one to easily fill out these forms. Most traditional "Customer Satisfaction Surveys" tend to be long, cumbersome and demand a lot of time and attention from your customers. In other words, the transmission of information is known as telecommunication. A sample of 1200 respondents were selected from mobile subscribers across the country through stratified sampling. customer satisfaction and service quality using SERVQUAL model within TTCL working environment. INTRODUCTION . telecommunication companies to effectively manage their lead times to achieve higher levels of customer satisfaction. A customer satisfaction questionnaire plays an important role in keeping the company on track and directing it towards success. Customer Satisfaction and factors affecting it is one of the most important area of thrust for marketing of any brand in the world (Hanif Muzammil et al. Evaluating Factors of CRM on Customer Satisfaction – Managerial Perspective of PTCL (Telecommunication Giant of Pakistan) ... primary data received from questionnaire from the respondents of PTCL managerial level. Factors Influencing Customer Satisfaction In Mobile Telecommunications Industry of Nepal Business Research Project Report Submitted to Kathmandu University In partial fulfillment of the requirements for the Bachelor of Business Administration By Ayush Man Tamrakar A011935-10 Under the supervision of … However, customer satisfaction management in the telecommunication industry is difficult because of the diversity of services and customer segments that exist. In Pakistan the role of telecommunication was developed in 1962. For the purpose of analysis, structure equation modeling was applied using Amos 22 and SPSS. Hence the survey method is more useful to collect the information. Since, the research focuses on the customer satisfaction which will be analyzed by collecting the opinion from large set of Vodafone customers. Hence this paper tries to identify what are the factors that make customers of Ethio-telecom which are cellular phone users dissatisfied for a better understanding of the relationship that exists between customer and service delivered by Ethio telecom in Ambo town. The above template is a survey on the ministry of improvement. You can keep a high level of customer satisfaction that can be a strong predictor of customer retention, loyalty, and product repurchase by quickly responding to negative experiences. For distribution of questionnaire to the consumer convenience sampling method was used to select the customer and the survey was taken among those selected users. ABDUL-AZIZ1, ... collected through questionnaire administration. This short customer service survey questionnaire is designed to provide insight into the transaction between your business's staff and your customers. Customer satisfaction surveys are important because you can check if your feeling of providing the best customer service or product really checks out with reality. Sample Customer Satisfaction Questionnaire. On the other hand, as customer Satisfaction is the core concern of any organization, they try their best to satisfy the customers using different means. SATISFACTION IN THE TELECOMMUNICATION INDUSTRY VICTORIA MOJISOLA OSHO Department of Marketing, The Federal Polytechnic, Ado-Ekiti. But not only that, here are other reasons why a customer satisfaction questionnaire is important in every company. 180 questionnaires were distributed among the customers of telecommunication service providers in Pakistan. 1.1.1 Lead Time Management A more conventional definition of lead time in the supply chain management realm is the time from the moment the customer places an order (the moment you learn of the requirement) to the Results of this research are favorable and will help the telecom service providers to shape their products and pricing policies in such a way that they could maximize customer satisfaction and maintain their customers in order to achieve higher market share. File Format. Details. This leads to a very low "response rate" for your customer satisfaction surveys. A total of 531 questionnaires were distributed and 431 questionnaires were returned and usable. Rate satisfaction with your recent TNS Phone experience: 1. Patrick Department of Business Administration University of Lagos, Lagos, Nigeria Ighomereho, O. Salome Department of Economics … Through surveys, you can ask your customers how well your business has served them without having to directly ask them personally as there are some customers who would feel awkward or uneasy in expressing their opinions directly. A structured questionnaire, consisting of SERVQUAL dimensions of reliability, responsiveness, assurance, empathy and tangibility, was used to collect data. Satisfaction of Firms in the Telecommunication Sector in Kenya Ng’ang’a Ruth Wanjiku1, Dr. Kepha Ombui2, ... unstructured questionnaires were used to collect primary data which were administered as the customers queued in the customer service centers while secondary data was collected through document review. Total population is included in the research since it was small population. The result of regression analysis re - This research was based on primary and secondary data with some structured questionnaire. customer satisfaction in using mobile telecommunications. 2010). DETERMINANTS OF CUSTOMER SATISFACTION AND LOYALTY IN THE NIGERIAN TELECOMMUNICATIONS INDUSTRY Oghojafor, B.E. The research found attractive offers, sales promotion, internet service, price fairness and being friendly to be the key determinants of customer satisfaction in the telecommunication of Afghanistan. data were collected through questionnaire survey. Factors affecting customer satisfaction in mobile telecommunication industry in Bangladesh Therefore, ninths hypothesis (H 9 ) is rejected. Total 78 populations is forwarded online survey out of which 60 respondents submitted the questionnaire … This study adopts five dimensions of SERVQUAL instrument to measure service quality in the mobile telecommunication industry, such as tangibles, reliability, responsiveness, assurance and empathy. insurance companies or telecommunication industry. The findings showed that perceived quality and satisfaction influenced customer loyalty, whereby perceived quality also influenced satisfaction. Non probability sampling techniques was used for the - selection of sample. And PHILIPS OLATUNDE OGUNODE Department of Marketing, The Federal Polytechnic, Ado-Ekiti. This low response rate in turn does not accurately represent your customer base. To study the impact of customer satisfaction in telecommunication sector Pearson … Please take a few minutes to share your feedback with us. Satisfaction also mediated the relationship between perceived quality and customer loyalty. Factors Affecting Customer Satisfaction in Telecommunication Sector in Nepal 1. owever, customer satisfaction management in the telecommunication industry is difficult because of the diversity of services and customer segments that exist. telecommunication and customer’s satisfaction in Ethiopia particularly in Ambo town. explore Ethiopian telecom customer satisfaction levels. To better generalize the study results, further research could be performed with same concepts but in different service areas i.e. PDF; Size: 198.6 Kb. Customer satisfaction surveys can help you yield useful data that otherwise could be hard to quantify. Other purposes include how customers perceive service quality; identify service quality dimensions that contribute to higher satisfaction, factors hindering customer satisfaction and what should be done to improve customer satisfaction for TTCL customers. Sample size was 200 and 165 complete questionnaires were received back with response rate of 82.5%. Using survey design, this study assessed customer satisfaction with mobile telecommunication services in Ibadan, a Nigerian municipality. tinlee.com. _____ 1. O. bjective of the . Specifically, it aimed at finding out if customers … To attain this objective questionnaire was designed and distributed to 400 customers in Addis Ababa region and were asked regarding the customer service delivery of sole telecom service provider of the country Ethiopian Telecommunications Corporation (ETC). Customer satisfaction management in the Nigerian telecommunications industry Oghojafor, B.E stratified sampling scratch, can be a task! Intentions in mobile telecommunications service in Bangkok, Thailand telecom customer satisfaction with mobile telecommunication industry VICTORIA OSHO. Telecom customer satisfaction surveys '' tend to be long, cumbersome and demand a lot of and... Quality using SERVQUAL model within TTCL working environment in Bangladesh Therefore, ninths hypothesis ( H 9 ) rejected. 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