This questionnaire is part of an educational research being conducted at IBA Karachi, in order to gain insight into the Computer

Institutes/Universities industry. We would appreciate an honest opinion and thank you in advance for your precious time. Please mark your
appropriate answer.

Expectations: This survey deals with your opinions of Computer Perceptions: The following statements relate to your feelings about
Institutes/Universities. Please show the extent to which you think a the particular IBA FCS. Please show the extent to which you believe
Computer Institute/University should posses the following features. What IBA FCS has the features described in the statement. Here, we are
we are interested in here is a number that best shows your expectations interested in a number that shows your perceptions about IBA FCS
about institutions offering Computer Institute/University. service.
Section A: Service Quality

Expectations Perceptions
Tangibles Score Tangibles Score
(1-5) (1-5)
E1. Excellent Computer Universities should have state of   P1. Does IBA FCS have state of art laboratories and  
art laboratories and lecture rooms. lecture rooms
E2. Excellent Computer Universities should have campus in   P2. Does IBA FCS have its campus in a peaceful  
a peaceful area. area
E3. Employees and Teachers at excellent Computer    
P3. Does IBA FCS employees and teachers have an
Universities should must be very good at their presentation
excellent presentation(clothes, cleanliness…etc)
(clothes, cleanliness…etc)
E4. Materials provided by the excellent Computer    
P4. Is the material provided by IBA FCS to students
Universities to their students should have good visual
should have good visual appearance.
appearance
Expectations Perceptions
Reliability Score Reliability Score
(1-5) (1-5)
E5. When excellent Mobile Phone company s promises to   P5. When My Mobile Phone company promises to  
do something by a certain time they fulfill their promise. do something by a certain time, it fulfills.
E6. When a customer has a problem, excellent Mobile   P6. When you have a problem, My Mobile Phone  
Phone company services will show a sincere interest in company shows a sincere interest in solving it.
solving it.
E7. Excellent Computer Universities must have a good   P7. Does IBA FCS have a good numbers of PHDs to  
number of PhDs to support the students in their researches help students in their researches
E8. Excellent Computer Universities must demonstrate   P8. Does IBA FCS demonstrate quick response and  
quick response and serious interest in solving issues of their serious interest in solving issues of its students.
students.
E9. Excellent Computer Universities must have a student   P9. Does IBA FCS have a student supportive system  
supportive administration system.
Expectations Perceptions
Responsiveness Score Responsiveness Score
(1-5) (1-5)
E10. Excellent Computer Universities are able to meet   P10. Does IBA FCS is able to meet its proposed  
deadlines and strictly follows academic calendar. deadlines and does it strictly follows academic
calendar
E11. Excellent Computer Universities are highly integrated   P11. Is IBA FCS highly integrated with the market  
with the market demand and industry changes. demand and industry changes
E12. Employees and teachers of excellent Computer   P12. Employees and teachers of IBA FCS are  
Universities are willing and available during service willing and available during service providing.
providing.
E13. Teachers and other faulty members of excellent   P13. Teachers and other faulty members of IBA  
Computer Universities are willing to address the doubts and FCS are willing to address the doubts and confusion
confusion their students have. their students have.
Expectations Perceptions
Assurance Score Assurance Score
(1-5) (1-5)
E14. The behavior of employees and teachers in excellent   P14. Does the behavior of employees and teachers in  
Computer Universities must inspire confidence in their IBA FCS inspire confidence in their students
students.
E15. The student body of excellent Computer Universities   P15. Is the student body of IBA FCS satisfied with  
must be satisfied with the performance of the employees the performance of the employees and teachers
and teachers.
E16. The employees and teachers of excellent Computer   P16. The employees and teachers of IBA FCS have
Universities should have a good and polite behavior with a good and polite behavior with students.
students.
E17. The employees and teachers of excellent Computer   P17. The employees and teachers of IBA FCS have  
Universities will have the necessary knowledge to answer the necessary knowledge to answer students’
students’ queries. queries.
Expectations Perceptions
Empathy Score Empathy Score
(1-5) (1-5)
E18. Excellent Computer Universities must have   P18. IBA FCS has convenient business hours for all  
convenient business hours for all students. students.
E19. Excellent Computer Universities must have   P19. IBA FCS has employees and teachers who  
employees and teachers who provide individual attention to provide individual attention to each student.
each student.
E20. Excellent Mobile Phone company will have employees   P20. My Mobile Phone company has employees  
who give customers personal attention. who give you personal attention.
E21. Excellent Computer Universities must be focused on P21. Is IBA FCS focused on best service for its  
the best service for their students. students
E22. Excellent Computer Universities must be able to   P22. Is IBA FCS able to understand and address the  
understand and address the specific needs of their students. specific needs of their students.
Section B: Customer Loyalty

Strongly Disagree Neutral Agree Strongly

Statement Disagree Agree
I would recommend my service provider to others.     
I say positive things about my service provider.     
I would continue the services from the same service provider.     

Section C: Customer Satisfaction

Strongly Disagree Neutral Agree Strongly

Statement Disagree Agree
I am satisfied with my service provider for their Pricing.     
I am satisfied with my service provider for their Technology.     
I am satisfied with my service provider for their Billing.     
I am satisfied with my service provider for their Service Quality.     
I am satisfied with my service provider for their Customer Services.     
I am satisfied with my service provider for Overall Satisfaction.     

Section D: Biographical Data

Education Level r 45 – 54
r Graduate Gender r Above 54
r Post graduate r Male Monthly Household Income
r Prefer not to tell r Female r Rs. 25,000 or less
r Rs. 25,000 – 50,000
Marital Status Age (years) r Rs. 50,000 – 75,000
r Single r Upto 24 r Rs. 75,000 – 100,000
r Married r 25 - 34 r Above Rs.100, 000
r Prefer not to tell r 35 – 44
 Residence Area: ______________

Thank you very much for your time and honest opinion