SECTION

A_______________________________________________________________________________________

BACKGROUND INFORMATION OF RESPONDENT

(Please tick where applicable)

1. Gender Male Female

2. Age
Below 20
Between 21-25
Between 26-30
Between 31-35
Between 36-40
Above 41 years old

3. Race Malay Chinese Indian Others

4. Status

Single
Married
Others

5. Monthly income (RM)

Below 1000
Between 1000 – 2000
Between 2001 – 3000
Between 3001 – 4000
Above 4001

6. Occupation

Executive
Non executive
Self employed
Others
SECTION
B_______________________________________________________________________________________

GENERAL INFORMATION

1. Types of customers

Residential
Business Customer

2. What encourages you to subscribe with TM Services?

Advertising
Recommended by friends / family
Personal selling (personally approached by TM)

SECTION
C_______________________________________________________________________________________

SERVICE QUALITY DIMENSIONS

For this section, please rate how strongly you agree or disagree with each of the following
statements by circling the appropriate numbers.

TANGIBLE DIMENSION Strongl Disagr Moder Agree Strong

y ee ate ly
Disagr Agree
ee
1 Service area is clean 1 2 3 4 5

2 Tm retail has modern looking equipment 1 2 3 4 5

Retail atmosphere and décor appearance
3 1 2 3 4 5
are appealing
4 Employees of TM are neat in appearance 1 2 3 4 5
Tm provides detail information n
5 1 2 3 4 5
products and packages

2
 RELIABILITY DIMENSION Strongl Disagr Moder Agree Strong
y ee ate ly
Disagr Agree
ee
TM provides services at the promised
1 time (within 7 – 14 days of installation 1 2 3 4 5
time)
2 I can always reach TM any time I want to 1 2 3 4 5
The phone line is clear while I’m using
3 1 2 3 4 5
Streamyx / Broadband services
I can access information by using
4 Streamyx / Broadband services at a fast 1 2 3 4 5
speed
When I have a problem with any services
5 1 2 3 4 5
TM shows interest in solving

RESPONSIVENESS DIMENSION Strongl Disagr Moder Agree Strong

y ee ate ly
Disagr Agree
ee
Employees of TM take actions
1 1 2 3 4 5
immediately when I make complain
Employees of TM tell me exactly when
2 1 2 3 4 5
service will be performed
3 Employees of TM give me prompt service 1 2 3 4 5
Employees of TM are always willing to
4 1 2 3 4 5
help me if I have problem with services
Employees of TM are never too busy to
5 1 2 3 4 5
respond to my requests

ASSURANCE DIMENSION Strongl Disagr Moder Agree Strong

y ee ate ly
Disagr Agree
ee
Employees of TM are knowledgeable
1 1 2 3 4 5
about their products
Employees of TM are able to solve my
2 1 2 3 4 5
problem with satisfactory
3 Employees of TM are very helpful 1 2 3 4 5
Employees of TM greeted me warmly
4 1 2 3 4 5
with smile
The behavior of TM employees instills
5 1 2 3 4 5
confidence in me

3
 Employees of TM are consistently
6 1 2 3 4 5
courteous to me

EMPATHY DIMENSION Strongl Disagr Moder Agree Strong

y ee ate ly
Disagr Agree
ee
Employees of TM listen carefully to my
1 1 2 3 4 5
needs
Employees of TM give me individual
2 1 2 3 4 5
attention
TM has operating hours convenient to all
3 1 2 3 4 5
its customers
TM has employees who give me personal
4 1 2 3 4 5
attention
5 TM has my best interest at heart 1 2 3 4 5
Employees of tm understand my specific
6 1 2 3 4 5
needs

SERVICE QUALITY Strongl Disagr Moder Agree Strong

y ee ate ly
Disagr Agree
ee
Overall TM provides good quality service
1 1 2 3 4 5
to it’s customers
2 I am satisfied with TM’s services 1 2 3 4 5
I will continue using the provided
3 1 2 3 4 5
services
4 I will recommend TM to other people. 1 2 3 4 5