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Consumer behaviour towards BSNL Internet data cards in Shimla City of

Himachal Pradesh.

Dear Respondent,
This questionnaire is required to be filled towards completion of my MBA
degree from IGNOU. So, your precious time & cooperation is solicited to complete this
questionnaire please.
Please Tick (√) the appropriate Choice.

1. AGE: 
 BELOW 20
 20-30
 31-40
 40-50
 ABOVE 50

2. Gender:
 MALE
 FEMALE

3. Residential Status:
 Urban
 Semi-Urban
 Rural

4. EDUCATIONAL QUALIFICATION:

 Below Matric ;
 Matric ;
 Graduate

5. OCCUPATION-

 Student
 Public Sector Employee
 Private Sector Employee
 Business Man
 Others, please specify

6. INCOME RANGE:

 Below 0.5 Lac 

 0.5 Lac to 1.0 Lac 
 Above 1.0 Lac

7. MARTIAL STATUS:

 Married
 Un married
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QUESTIONNAIRE

Q1:- Are you using BSNL internet data cards ?

a) Yes
b) No

Q2:- What kind of service do you have?

a) Pre-paid                                  
b) Post-paid
c) Both

Q3:- How long have you used the service of that company?
a) Less than one month
b) 1 to 6 months
c) 6 months to a year
d) 1 to 3 years
e) Over 3 years
Q4 Which of these motivate you to buy BSNL Data cards.
a) Friends
b) Family
c) Advertisements
d) Packaging
e) Magazines or Newspapers
f) Cyber café.
Q5:- Are you aware of the various services offered by your service provider?
a) Yes
b) Not about all
c) No

Q6:- The use of internet is primarily for:

a) Business
b) Education
c) Entertainment
d) All

Q7:- Overall, how would you rate your service provider?

a) Excellent    
b) Good   
c) Average     
d) Poor     
e) Terrible      
f) Not Sure

Q8:- Factors which influenced you to buy the service of your choice?
a) Data rate Charges
b) Network quality and coverage
c) Brand Image
d) Availability
e) Internet Services :- i) 2G Service ii) 3G Service
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Q9:- If BSNL raises, price of your most preferred data card as well tariff charges what
would you do?
a) Buy the same
b) buy other data cards of BSNL
c) switch over to other company.

Q10- Rank the following Service attributes which attracted you the most to buy or retain the
internet service:
a) Data Rates 1. Excellent 2.Good 3.Average 4.Poor 5.Not Sure
b) 2G (internet) Plans 1. Excellent 2.Good 3.Average 4.Poor 5.Not Sure
c) 3G (Internet) Plans 1. Excellent 2.Good 3.Average 4.Poor 5.Not Sure
d) net speed 1. Excellent 2.Good 3.Average 4.Poor 5.Not Sure
e) easy handling 1 Excellent 2.Good 3.Average 4.Poor 5.Not Sure

Q11:- Overall, how satisfied are you, with network service of your company?
a) Very satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Very dissatisfied

Q12 If you choose to shift , which company will you prefer ?

a) Relience
b) Tata - Indicom
c) Vodafone
d) Airtel

Q13:- In thinking about your most recent experience with that company, how much satisfied
are you with the customer care service?
a) Very satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Very dissatisfied

Q14:- How satisfied are you with the process of getting your queries resolved?
a) Very satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Very dissatisfied

Q15:- The customer service representative was very courteous.

a) Strongly Disagree
b) Somewhat Disagree
c) Neutral
d) Somewhat Agree
e) Strongly Agree
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Q16:- The customer service representative was very knowledgeable.

a) Strongly Disagree
b) Somewhat Disagree
c) Neutral
d) Somewhat Agree
e) Strongly Agree

Q17:- The waiting time for having my questions addressed was satisfactory.
a) Strongly Disagree
b) Somewhat Disagree
c) Neutral
d) Somewhat Agree
e) Strongly Agree

Q18 :-If you were not totally satisfied with the customer service, will you please describe
the reasons for your dissatisfaction?

Q19 :-In your opinion, how the Internet Service can further be improved? Please specify.

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Thank you for spending your precious time on filling in the questionnaire!