NAME:

GENDER: AGE:
OCCUPATION:

1. Before using airtel were you using the mobile service of any other 

 
a. Yes  
b. No
 

2. If yes, please specify which company

 
a. Vodafone 
b. Jio
c. Idea                                          
d. Others

3. How many years on mobile network(s) you are connected to?

a. Below 2
b. 2 to 6
c. Above 7 0r more

 
4. Please specify your reason for switching over to airtel
 
a. Attractive pricings                        
b.  new scheme
c. Positive feedback from others who used airtel
d.   others

5.  What are the sources influenced you to buy airtel connections?

 
a. Family                                                
b.  dealers
c. Friends                                                
d. Self                   
e. Others
 

6. As per your requirement does airtel have good network coverage

 
a. Yes                                                    
b. No
 

7.  which of the following service have you opted for

 
a. Post-paid                                
b.  prepaid
 

8. How would you rate various plans offered by airtel

 
a. Excellent                                 
b. Good
c. Average                                  
d.  poor
 

9. Are you satisfied with the service of the airtel

 
a. Yes                                          
b. No
 

10. How do you rank airtel as comparison to your previous operator 

a. Excellent                              
b. Good
c. Average                                  
d. Poor
 
 Section- B: Brand Switching Factors

Using a scale of 1 to 5 {strongly disagree (1), disagree (2),

neutral (3), agree (4), strongly agree (5)}, tick was appropriate.

11. Price
Tick were appropriate 1 2 3 4 5
I am happy with the prices I pay for services.
The prices I pay for my services is fair and
reasonable
I am not ready to pay higher price on my
network
A higher price will make me switch to a
competitor

12. Trust

Tick were appropriate 1 2 3 4 5

Telcel is reliable and customer focused
The billing systems of the firm is trustworthy
Telcel services processes are trustworthy
The reputation of Telcel is trustworthy

13. Service quality

Ticks were appropriate 1 2 3 4 5

Telecel network is wide
Telecel provide quality service
I think Telecel has reputation for quality service
Telecel respond quickly to customer complaints
I am satisfied with the services and no intention of
switching brands

14. Customer brand loyalty

Ticks were appropriate 1 2 3 4 5

If I could I would rather switch to other brands
I will stick to my brand even if new brand are
introduced
I am satisfied with my current network
I consider myself to be loyal to Telecel
Telecel is my first choice among mobile operators
I will recommend my brand to friends and relatives

15. For how many times you have changed mobile service provider
in response to changes in call charges?

a. Not at all  

b. Once

c. Twice  

d. Thrice
 e. More than thrice

16. Do you think customer care service of previous operator was

poor?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

17. Better service quality has persuaded you to switch over current
service provider?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
18. Value added services have persuaded you to switch over current
service provider?
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
 e. Strongly disagree

19. You cannot trust previous mobile service provider

a. Strongly agree
b.  agree
c. Neutral
d. Disagree
e. Strongly disagree

20. Current mobile service provider is innovative

a. Strongly agree
b. Agree
c.  neutral
d. Disagree
e. Strongly disagree
21. Advertisement of current mobile service provider has attracted
you
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
22. Better service availability of current mobile service provider has
made you to switch over it

a. Strongly agree
b. Agree
c. Neutral
d.  disagree  
e. Strongly disagree

23. Brand image has persuaded you to switch over the current
mobile service provider

1. Strongly agree
2. Agree
3. Neutral
4. Disagree
5. Strongly disagree

24. You cannot change current number because of some personal

reason
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
25. Switching to other mobile service provider is costly
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

26. You cannot trust other mobile service providers

a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

27. Service quality of current mobile service provider is better

which resists in switching
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
28. Charges of current mobile service provider are low
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

29. Coverage service of current mobile service provider is better

than other service providers

a. Strongly agree
b. Agree  
c. Neutral
d. Disagree
e. Strongly disagree

30. Trusting advertisement of other service providers is costly as

they include hidden charges
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree
31. Customer care services of current mobile service provider are of
high quality which resist in switching
a. Strongly agree
b. Agree
c. Neutral
d. Disagree
e. Strongly disagree

32. Brand image has persuaded you to stay with the current mobile
service provider

a. Strongly agree
b. Agree
c. neutral
d. Disagree
e. Strongly disagree