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1. What is your gender?  Male  Female 2. Which age group are you in?  < 18  18 – 35  35 – 50  > 50 3. What is your occupation?

 Pupils/ students  Workers  Officers  Others 4. What is your marital status?  Single  Married  Divorced 5. What is your monthly income?  < 5 million VND  5 – 10 million VND  10 – 15 million VND  > 15 million VND 6. How do you know about FPT Software Company? (Promotion)  Friends/ relatives  Marketers of FPT  Media mass  Others

7. How do you rate the popularity of Gate Pay service? (Promotion)  Famous (8-10)  Quite popular (6-8)  Normal (4-6)  Not very popular (2-4)  Unpopular (0-2) 8. Which way do you usually use to transfer money into your Gate passport in Gate Pay? (Product)  By Gate cards  By telecommunications cards  By ATM cards, visa  By banks 9. Where do you often buy Gate cards? (Place)  FPT stores  Online  Agents  Retailers  Others 10. Is the location of FPT stores convenient for you? (Place)  Completely convenient (8-10)  Convenient (6-8)  Normal (4-6)  Inconvenient (2-4)  Completely inconvenient (0-2)

11. How do you rate the payment mode of Gate Pay? (Process)  Excellent (8-10)  Good (6-8)  Normal (4-6)  Bad (2-4)  Very bad (0-2) 12. Which service of Gate Pay do you often use? (Product)  Mobile service  Game service  Partners service  Silver transferred 13. How often do you have to wait for the system of Gate Pay confirm about your transaction? (Process)  Never (8-10)  Seldom (6-8)  Sometimes (4-6)  Usually (2-4)  Always (0-2) 14. What do you think about the fee of transactions? (Price)  Very cheap (8-10)  Cheap (6-8)  Normal (4-6)  Expensive (2-4)  Extremely expensive (0-2)

2M&L Group. Are you willing to pay more money to get the services with more flexible features? (Price)  Definitely sure (8-10)  I will (6-8)  May be (4-6)  I will not (2-4)  Definitely no (0-2) 2M&L Group Questionnaire The influence of service marketing to FPT’s Gate Pay based on customer’s perception Dear respondents. How do you feel about customer support service of Gate Pay? (People)  Very satisfied (8-10)  Good (6-8)  Normal (4-6)  Disappointed (2-4)  Very disappointed (0-2) 16. We are students in International Training Program of Banking Academy. Your opinions and answers are very important to us. it will be transfer to FPT software to help them serves you better. Approved by: Jubred A. What do you think about the website of Gate Pay? (Physical evidence)  Attractive (8-10)  Good (6-8)  Normal (4-6)  Disappointed (2-4)  Very disappointed (0-2) 19. MBA Lectuter of ITP – BA Name (option): …………………………. What do you think about the decoration of Gate cards?  Very attractive (8-10)  Good (6-8)  Normal (4-6)  Unattractive (2-4)  Awful (0-2) 20. How do you rate the safety of using the online payment Gate Pay? (People)  Excellent (8-10)  Good (6-8)  Normal (4-6)  Bad (2-4)  Very bad (0-2) 18. Peñano. Thank you very much for your time and support. If you could spare a few minutes to complete this survey. How do you feel about staff reaction of FPT stores (People)  Very satisfied (8-10)  Satisfied (6-8)  Normal (4-6)  Disappointed (2-4)  Very disappointed (0-2) 17. Address (option): ………………………. Your personal information will remain confidential.15. . it’d be greatly appreciated.