Questionnaire on Service Gap Analysis on Mobile Handset Customer Care (MCC) Companies

Dear Respondent, I am going to conduct a study on Service Gap Analysis on Mobile Handset Customer Care Companies. The findings of the study will help me as well as marketing practitioner to identify the problems and prospects of service industry development. Your participation is extremely important to assess the general issues related to service. The answer will only be used for completing our study. Name of Occupation Address : . : Handset Company: . :

1=Strongly Disagree, 2=Disagree, 3= Neutral, 4=Agree, 5= Strongly Agree What do you expect an MCC to be liked for each factor? 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 How do you rate your companys service performance for each factor? 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5

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When the firm promises to do something by a certain time, it will do so. When a customer has a problem, the firm will show a sincere interest in resolving it. The firm will perform the service right the first time Employees in the firm will give prompt service to customers Employees in the firm will always be willing to help customers Employees in the firm will never be too busy to respond to customers Employees in the firm will be consistently courteous with customers Employees in the firm will have the knowledge to answer customers questions The firm will have employees who give customers personal attention The employees of the firm will understand the specific needs of their customers The firm will have the customers best interests at heart. Customers of the firm will feel safe in their transactions. Materials associated with the service will be visually appealing in the firm.

Thank You for your cooperation. Signature of the respondent