A Study on Service quality of telecommunication service providers using SERVQUALThe questionnaire is to evaluate the quality of the service by telecommunication service providers* RequiredTop of FormWhat is your name? Name of the respondents What is your age? * Age of the respondent What is your gender? * Gender of respondent Male Femalewhat is your annual income * Per annum Income of respondent What is your education qualification? * Education qualification of respondent Post Graduate Under Graduate Higher secondaryWhat is your profession? * Own Business Public Salaried Employee Private Salaried Employee Student OthersWhich Mobile Service provider connection do you have * Bharathi Airtel Aircell MTS Vodafone Uninor Reliance BSNL Tata Indicom Tata DOCOMO OthersWhich type of service do you prefer? * Prepaid Services Postpaid ServicesAre you satisfied with the service? * Yes NOWhat you are expecting from your service provider? * 1. Reliability * Strongly DisagreeDisagreeNeither Agree nor disagreeAgreeStrongly Agree

Network coverage is reliable

Voice clarity is good

Delivery of SMS, MMS, Voice Message & other services are timely

Service are delivered promptly

Service provider promises to do something by a certain time, they do so

2. Responsiveness * Strongly DisagreeDisagreeNeither Agree nor DisagreeAgreeStrongly Agree

Service Provider are always willing to help you?

Service provider are giving attention to your problem?

Are they getting your feedback?

3. Assurance * Strongly DisagreeDisagreeNeither Agree nor DisagreeAgreeStrongly Agree

Service provider are good in communicating clearly?

Service provider are capable of understanding your problems?

Service providers are capable of answering your queries?

Service provider have required skill & knowledge to answer your queries?

Service providers are sincere & patient in resolving your problems?

4.Tangibles * Strongly DisagreeDisagreeNeither Agree nor DisagreeAgreeStrongly Agree

Info/message in Top-up card are clear and useful

Promotional offers are communicated properly

Billing methods are transparent & simple

Retail outlets are available in enough numbers and are easily accessible

5.Empathy * Strongly DisagreeDisagreeNeither Agree nor DisagreeAgreeStrongly Agree

Having convenient periods & terms for activation & recharge

Having working hours convenient to all customers

Apologising for inconvenience caused to customers

Nationality * Indian OthersBottom of Form