Research Questionnaire

We are Spectrum group, 8th batch, Session-2013-14 MBA students of Department of Marketing,
Jagannath University. We are conducting a research entitled “Effects of Relationship Marketing
and Customer Loyalty in Mobile Telecommunication Industry of Bangladesh: A case study of
Grameenphone”.
You will be highly appreciated if you kindly extend your cooperation in providing the following
information and thus enabling me to complete this study. We promise you that this information
will be kept confidential and will be used only for academic purpose.

Section A
Demographic Profile: (Tick where appropriate)

(a) Name-
(b) Gender: Male [ ] Female [ ]
(c) Age
i. Below 20 years [ ]
ii. 20-25 years [ ]
iii. 26-30 years [ ]
iv. 31-35 years [ ]
v. 36 and above [ ]

c) Are you a user of Grameenphone?

i. Yes [ ]
ii. No [ ]

d) For how long have you been a customer of Grameenphone?

i. Below 6 months [ ]
ii. Less than 1 year [ ]
iii. 1-5 years [ ]
iv. 6-10 years [ ]
v. Over10 years [ ]
 Section B
Customer Relationship marketing practices in mobile telecommunication industry in
Bangladesh

To what extent do you agree with the following Customer Relationship marketing
practices in mobile telecommunication industry in Bangladesh? Use a scale of 1 to 5 where 1 is
strongly disagree and 5 is strongly agree.

DisagreeStrongly
AgreeStrongly

Disagree
Neutral
Agree
Service quality

Grameenphone is consistent in providing good quality service. 5 4 3 2 1

The responses to consumers’ complaints are always taken quickly. 5 4 3 2 1
Grameenphone offers personalized services to meet customers’
5 4 3 2 1
needs.
Grameenphone provides timely information when they offer new
5 4 3 2 1
services.

Price

I use Grameenphone because of reasonable price. 1 2 3 4 5

Grameenphone has reasonable internet packages compared to other
1 2 3 4 5
brands.
Brand Image

Grameenphone has reputed brand equity in the telecommunication

1 2 3 4 5
industry.
Grameenphone maintains good Corporate Social Responsibility
1 2 3 4 5
(CSR) activities.
Value Offers
The promotional offers from Grameenphone are worth client’s
1 2 3 4 5
money.
Grameenphone offers customized value added services as per
1 2 3 4 5
customer demand.
 Section C

Customer loyalty in mobile telecommunication industry in Bangladesh

DisagreeStrongly
AgreeStrongly

Disagree
Neutral
Agree
Customer loyalty

I intend to continue using mobile services from Grameenphone

5 4 3 2 1
for a long time.
Even if another operator’ price is lower, I will shift from
5 4 3 2 1
Grameenphone
I am a loyal customer of Grameenphone. 5 4 3 2 1

Section D

Relationship Marketing and Customer Loyalty

DisagreeStrongly
AgreeStrongly

Disagree
Neutral
Agree
Trust

Customers trust Grameenphone and its service providing staffs. 5 4 3 2 1

Grameenphone staffs in the company treat customers fairly. 5 4 3 2 1
Grameenphone staffs respond to customers in caring manner. 5 4 3 2 1
Grameenphone continues relationship marketing with its
5 4 3 2 1
customers effectively.
Commitment

Grameenphone staffs are always willing to help the customers. 5 4 3 2 1

The staff of Grameenphone have commitment towards

5 4 3 2 1
customers’ needs

Communication
The staffs in Grameenphone frequently communicate to
5 4 3 2 1
customers.
When there is a change in the policy, or any other relevant
5 4 3 2 1
issue, Grameenphone communicates to customers.
Reciprocity
The company often gives a good turn to their customers. 5 4 3 2 1
Grameenphone keep their promises to their customers. 5 4 3 2 1

Satisfaction
The company consistently meets customers’ expectations. 5 4 3 2 1
I am satisfied with services from Grameenphone. 5 4 3 2 1
Grameenphone emphasizes customer satisfaction as opposed to
5 4 3 2 1
rules and procedures.

 Your valuable opinion regarding this issue:

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Thank You for Your Valuable Time