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Survey on mobile number portability on Customer switching behaviour

Note: Your responses are used only for educational research purposes and it will be kept confidential.

PART-A

1) Name - .................................................................... Mobile No. - .................................................

2) Age -............................................ 3) Education: Below Graduate Graduate PG

4) Marital Status: Single Married Others

5) Gender: Male Female Others

6) Occupation: Student Government Private Self-Employed

7) Income: 30,000 Nil

PART -B

1. Which mobile connection do you own (Any one connection) .............................................................................

2. (5- Strongly Agree, 4-Agree, 3- Neutral, 2- Disagree, 1- Strongly Disagree)

3. Have you used Mobile Number Portability (IfYES Jump to Ques. no. 5 and If NO attend Ques. No. 4)............

4. If you are not willing to switch. What is the reason to stick to the existing network?

(5- Strongly Agree, 4-Agree, 3- Neutral, 2- Disagree, 1- Strongly Disagree)

5. Which network you switched to (Present connection) ........................................................................................

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No.Reasons 1 2 3 4 5

1 I am satisfied with call quality of the network operator

2 I am satisfied with call Connectivity of my network operator

3 I am satisfied with customer Service provided by my network operator

4 I am satisfied with Call rates provided by my network operator

5 I am satisfied with Tariff rates provided by my network operator?

6 I am satisfied with Call Forwarding/Waiting Services provided by my networkoperator

7 I am satisfied with Network Coverage Provided by my network operator

8 I am satisfied with Value added services provided by my network operator

9 I am satisfied with Innovativeness of my network Operator

10 I am satisfied with promotional offers provided by my Network Operator

11 I am satisfied with the product range offered by my present operator

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No.Awareness 1 2 3 4 5

1 I am aware about Mobile Number Portability

2 I think Mobile Number Portability is significant to Indian Customer

3 I am aware of the guidelines provided by DoT to use MNP

4 I am aware of the guidelines provided by TRAI for using MNP

5 I am aware of switching cost and benefits of MNP

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6. What are the factors affecting for adopting mobile Number Portability? (5- Strongly Agree, 4-Agree, 3- Neutral,

2- Disagree, 1- Strongly Disagree)

7. What are constrains found by you while adopting MNP? (5- Strongly Agree, 1- Strongly Disagree)

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No.

Communication 1 2 3 4 5

1 I am satisfied with the call quality of my present network operator

2 I was Dissatisfied with my previous connection

3 I want to use MNP just to try other mobile operators

4 I have switched because my previous operator has shut down its operation

5 I want to use MNP for using benefits provided by other operator

6 I am satisfied with Mobile Number Portability

7 I am satisfied with call forwarding and waiting facilities provided by my present

network operator

8 I am satisfied with Call Service of my present mobile connection

9 I am satisfied with calling facility of my present mobile connection

10 I am satisfied with deliver time of SMS/MMS to other operators network11 I believe that my present operators Mobile Entertainment service is good12 I believe that my present operators Technologies is good

13 I believe that my present operators 3G/2G services is good

14 I am satisfied with Call answering services of my present mobile connection

15 I am satisfied with Complaint redressal system of my Present mobile operator

16 I believe that Complain response time for Present mobile operator is less

18 I am satisfied with time taken by operator to connect Customer Care Services

19 I am satisfied with the information provided by the customer care

20 I am satisfied with Customer relationship management

21 I believe on the Innovativeness of my current operator22 I believe that Restoration capability of my current operator is good

23 I believe in Reliability of my current operator

24 Responsiveness of my current operator is good

25 I am satisfied with the network coverage of my current operator

26 I believe that call rates are worth paying for my current operator

27 I am satisfied with the SMS/MMS rates charged by my current operators

28 I am satisfied with the internet rates of my current operators

29 I am satisfied with the product range offered by my current operator

30 I am satisfied with the value added services provided by my current operator

31 I am satisfied with the usefulness of promotional offers

32 I am satisfied with the attractiveness of promotional offers

33 I believe in the Reliability of promotional offers

34 The monetary cost of closing the account in my current service provider is high.

35 The subscription fee for the new membership to a new service provider is high.

36 I am satisfied with charges for adopting MNP

37 I am satisfied with ease for adoptability of MNP

38 The time taken to switch from previous operator to present operator is less.

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No.Reasons 1 2 3 4 5

1 I had faced problem while adopting MNP by the guidelines given by TRAI

2 I had faced problem while Document submission for MNP

3 I had faced problem because of the guideline of DoT (Dept. Of Telecom)

4 MNP is time consuming while switching one to other operator