SERVICE QUALITY DIMENSIONS OF

GRAMEENPHONE LTD.

Submitted to
Dr. Md. Zakir Hossain Bhuiyan
Professor
Department of Marketing
Faculty of Business Studies
University of Dhaka

Submitted by
Md. Musa Patoary
ID: 41531059

Date: April 4, 2017

Dear respondent, I am a student of MBA Program in University of Dhaka and doing a
survey for the partial fulfillment of Marketing Research. I am conducting a study on
the Factors that influence purchasing decision of electronic home appliances. I
request you to help me conducting this research by answering the following
questions. The information you provide will be dealt with adequate confidentiality.
Thank you for your patience and time.

Background information:
1. Gender: Male Female

2. Marital Status: Single Married

3. Respondents age:

A. 20 or less
B. 21 30
C. 31 - 40
D. 41 50
E. 51 60
F. 61 or more

4. Respondents educational qualification

A. No schooling
B. Completed primary school
C. SSC/ O level
D. HSC/ A level
E. Honors/ Under graduation
F. Masters/ Post graduation

5. Occupation: Unemployed Service Holder House wife Entrepreneur

Student Other

6. Respondents monthly income:

 A. Below 10,000
B. In between 10,000 30,000
C. In between 30,000 50,000
D. More than 50,000

7. Respondents brand preference:

A. Name of the Brand/Brands

For the following questions, Pease TICK () your answer according to the degree of
your agreement. [e.g., 5 = highly agree, 4 = moderately agree, 3 = neutral, 2 =
moderately disagree, 1 =highly disagree]

A. Price of home appliance:

Do you think the price of the product affects your purchase

1 1 2 3 4 5
decision?
Do you spend more than your estimated budget when you are
2 offered with a product of better quality? 1 2 3 4 5
Will you compromise the quality or some other features if the
3 1 2 3 4 5
price is less?
Are you willing to pay high price when the product has
4 1 2 3 4 5
warranty/guaranty?
Are you willing to buy secondhand product if the price is
5 1 2 3 4 5
significantly reduced?
6 Will you respond to temporary price cuts? 1 2 3 4 5
Do you think increase of price may result in shifting from one
7 1 2 3 4 5
brand to another?
8 Do you think high price represents high quality? 1 2 3 4 5

B. Durability of home appliance:

1 Do you expect the electronic product to sustain in the long run? 1 2 3 4 5

2 Are you willing to pay more for high durability? 1 2 3 4 5
3 Do you think lack of durability harms the image of a brand? 1 2 3 4 5
4 Will you shift between brands for the issue of durability? 1 2 3 4 5
5 Does the resale value affect your purchasing decision? 1 2 3 4 5

C. Brand value of home appliance:

1 Are you loyal to specific brands for specific products? 1 2 3 4 5

2 Do you think brand value has connection with durability? 1 2 3 4 5
3 Do you think brand value has connection with quality? 1 2 3 4 5
4 Are you willing to pay more for product of established brands? 1 2 3 4 5
 Does the country where the product is manufactured or
5 1 2 3 4 5
assembled matter?

D. Cutting-edge features of home appliance:

1 Do you prefer digital over analog? 1 2 3 4 5

2 Do you prefer automatic over manual? 1 2 3 4 5
Do you think newer technologies are sometimes complicated to
3 1 2 3 4 5
use?
4 Do you prefer products which can be customized? 1 2 3 4 5
5 Do you prefer to have multipurpose home appliances? 1 2 3 4 5

E. After-sales service of home appliance:

Does the availability of servicing centers influence your

1 1 2 3 4 5
purchasing decision?
Does the availability of parts and accessories matter while you
2 are buying home appliances? 1 2 3 4 5
Is the presence of warranty/ guaranty important while making
3 purchasing decision? 1 2 3 4 5

F. Quality of home appliance:

1 Does the quality of the service matter? 1 2 3 4 5

2 Does the physical appearance and color of the product matter? 1 2 3 4 5
Do you prefer to have home appliances that consume less
3 1 2 3 4 5
electricity?
4 Do you want the product to be light and easily portable? 1 2 3 4 5

Thank you for your cooperation.