Questionnaire sample

SECTION A_________________________ A______________________________________ _________________________ _________________________ __________________________ ________________________  ___________  BACKGROUND INFORMATION OF RESPONDENT (Please tick where applicable)

1. Gender

Male

Female

2. Age Below 20 Between 21-25 Between 26-30 Between 31-35 Between 36-40 Above 41 years old

3. Race

Malay

Chinese

4. Status Single Married Others

5. Mont Monthl hly y inc incom ome e (RM) (RM) Below 1000 Between 1000 – 2000 Between 2001 – 3000 Between 3001 – 4000 Above 4001 6. Occ Occupa upatio tion Executive Non executive Self employed Others

Indian

Others

SECTION B________________________ B_____________________________________ _________________________ _________________________ __________________________ _________________________  ____________  GENERAL INFORMATION

1. Types Types of cust custom omer ers s Residential Business Customer

2. What encoura encourages ges you to subscrib subscribe e with TM Services Services? ? Advertising Recommended by friends / family Personal selling (personally approached by TM)

SECTION C_________________________ C______________________________________ _________________________ _________________________ __________________________ ________________________  ___________  SERVICE QUALITY DIMENSIONS For this section, please rate how strongly you agree or disagree with each of the following statements by circling the appropriate numbers. TANGIBLE DIMENSION

Strongl y Disagr ee

Disagr ee

Moder ate

Agre Agree e

Stro Strong ng ly Agree

1

Service area is clean

1

2

3

4

5

2

Tm retail has modern looking equipment

1

2

3

4

5

3

Retail atmosphere and décor appearance are appealing

1

2

3

4

5

4

Employees of TM are neat in appearance

1

2

3

4

5

1

2

3

4

5

5

 Tm provides detail information n products and packages

2

RELIABILITY DIMENSION

Strongl y Disagr ee

Disagr ee

Moder ate

Agre Agree e

Stro Strong ng ly Agree

 TM provides services at the promised 1 time (within 7 – 14 days of installation time)

1

2

3

4

5

2

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

Strongl y Disagr ee

Disagr ee

Moder ate

Agre Agree e

Stro Strong ng ly Agree

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

Strongl y Disagr ee

Disagr ee

Moder ate

Agre Agree e

Stro Strong ng ly Agree

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

I can always reach TM any time I want to

 The phone line is clear while I’m using Streamyx / Broadband services I can access information by using 4 Streamyx / Broadband services at a fast speed When I have a problem with any services 5  TM shows interest in solving 3

RESPONSIVENESS DIMENSION

1 2 3 4 5

Employees of TM take actions immediately when I make complain Employees of TM tell me exactly when service will be performed Employees of TM give me prompt service Employees of TM are always willing to help me if I have problem with services Employees of TM are never too busy to respond to my requests

ASSURANCE DIMENSION

1 2 3

Employees of TM are knowledgeable about their products Employees of TM are able to solve my problem with satisfactory Employees of TM are very helpful

Employees of TM greeted me warmly with smile  The behavior of TM employees instills 5 confidence in me 4

3

6

Employees of TM are consistently courteous to me

EMPATHY DIMENSION

1

2

3

4

5

Strongl y Disagr ee

Disagr ee

Moder ate

Agre Agree e

Stro Strong ng ly Agree

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

1

2

3

4

5

Employees of TM listen carefully to my needs Employees of TM give me individual 2 attention  TM has operating hours convenient to all 3 its customers  TM has employees who give me personal 4 attention 1

5

TM has my best interest at heart

1

2

3

4

5

6

Employees of tm understand my specific needs

1

2

3

4

5

Strongl y Disagr ee

Disagr ee

Moder ate

Agre Agree e

Stro Strong ng ly Agree

SERVICE QUALITY

1

Overall TM provides good quality service to it’s customers

1

2

3

4

5

2

I am satisfied with TM’s services

1

2

3

4

5

3

I will continue using the provided services

1

2

3

4

5

4

I will recommend TM to other people.

1

2

3

4

5

4