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Questionnaire to elicit information about the services provided in the Health Care industry. We request your honest opinion & thank you for your response. This research is a part of educational purpose being conducted at Symbiosis Institute of Management Studies, Pune. Name: ________________________________ Age: _______ Organization: __________________________ Profession: ____________________________ 1. Which connection do you use? a) Airtel b)Vodafone c)BSNL d)Idea Gender: @ Male @ Female

Compared with the level of service you expect , How would you rate the service provider's performance on the following ?

Strongly disagree Company insists on 2 error free records When you have problem, service provider shows a sincere interest in 3 solving it Company provide its services at the time it 4 promises to do so Employees in the company are never too busy to respond to your 5 request Employees are always 6 willing to help you Employees give you 7 the prompt service 1 2 3 4

Strongly agree Reliability Responsiveness 5

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2 2 2

3 3 3

4 4 4

5 5 5

The behaviour of employees instills 10 confidence in you You feel safe in your transaction with the 11 company company has operating hours that are convenient to you The company has employees who give you personal attention The company understands your specific needs The company has your best interest at heart

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5 Empathy Tangible dimension

13

14 15

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2 2

3 3

4 4

5 5

The network coverage 16 is as per expectation The tariff options provided are as per 17 expectation The VAS provided is as 18 per expectation The voice clarity is 19 satisfactory Errors experienced are 20 frequent

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2 2 2

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4 4 4

5 5 5

what kind of issues do 21 u face the most Have you experienced services that have 22 delighted you

Billing transaction Call drop Offer calls Network congestion Others

Assurance

Employees of the company are consistently courteous 8 with you Employees have the knowledge to answer 9 your question

Currently you are planning to stick to 23 same connection You are updated with the information about 24 the new product Are you satisfied with the complaint 25 redressal procedure

Name: Roll no.: Signature:

Name: Signature: Contact no.: