The impact of social media (facebook) on customer loyalty

Q Do you have a Facebook Account?

Yes No

Q Gender

Female Male

Q Age

- 16 – 20

- 21 – 25

- 26 – 30

- 30 – 35

- 35+

Q How often do you login on the Facebook Account?

- Everyday

- Every Other Day

- Every Week

- Once a Week

- Never

Q How often do you bookmark, tag or join a company page on Facebook?

- Always

- Often

- Rarely

- Never

Q What is the factor that makes you to ‘LIKE’ or ‘JOIN A COMPANY PAGE’ on Facebook?

- Experience of the Product

- Consistent purchase of same the brand within a product class

- Emotional or Rational Attachment with a brand

- Join people with common interest in the brand on the company page

- Try and get attached with Fellow Customers which follow that particular brand

Q What is the most important reason for you to get attached (either emotionally or rationally) with a
particular brand on Facebook?

- Promotional Offers

- Information

- Your experience with the product

- After Sales Service

- Communication with the fellow customers

Q How often do you comment or share your view about the activities carried out by the company that
you LIKE on Facebook?

- Always

- Often

- Rarely

- Never

Q How do you publicize a particular brand amongst your network on Facebook?

- By sharing

- By liking

- By suggesting

- By commenting

- By posting on your profile

- By uploading the link of the company page

- By subscribing to the company page

Q Do you share your positive experience about a particular brand with your network on Facebook?
- Always

- Often

- Rarely

- Never

Q Do you share your negative experience about a particular brand with your network on Facebook?

- Always

- Often

- Rarely

- Never

Q Do you recommend any particular brand to your network on Facebook?

- Always

- Often

- Rarely

- Never