Questionnaire

Profile of the Respondent:

a) What is your name (Optional):

b) What is your age:
o 23 – 25
o 25 – 30
o 30 – 35
o 35 and above
c) What is your gender:
o Male
o Female
d) What is the highest level of education that you have completed?
o Under graduate
o Post graduate
o Doctorate
o Others, Please specify _______________
e) Name the organization in which you are working? ______________
f) What is your designation? ______________
g) What is your total working experience?
o 0 – 5 years
o 5 – 10 years
o 10 – 15 years
o 15 and above years
h) What is your working experience in current organization?
o Less than one year
o 1 – 2 years
o 3 – 5 years
 o More than 5 years
i) Where do you currently live? ______________________

Service Quality and Customer Satisfaction towards ULIP Offered By Public and
Private Players- A Comparative Study in Tamil Nadu

1. Does your organization consider customer satisfaction as important factor when

providing its service?
 Yes
 No
 Sometimes
 Don’t know
2. Comment on your opinion towards the service quality offered by your
organization particularly for the ULIP product. Please indicate how much you
agree or disagree with the service quality offered by your organization for ULIP
product. Tick the aspect which is most suitable in your point of view.

S. No Service quality offered Strongly Disagree Neither Agree Strongly

by your organization Disagree agree / agree
disagree

Assurance

1 My organization
employees have
knowledge to answer
customer questions

2 Our employees instill

confidence in customers

3 Our organization makes

customers feel safe in
 their transactions

4 Our employees are

consistently courteous

Reliability

5 Providing services at the

promised time

6 Providing services as
promised

7 Providing services right

the first time

8 Showing sincere interest

in solving customer
problems

Empathy

9 Giving customers
individual attention

10 Our employees deal with

customers in a caring
fashion
11 Having the customers’
best interest at heart

12 Our employees understand

the needs of their
customers

13 Having business hours

convenient for their
customers

Responsiveness

14 Keeping customers
informed about when
services will be performed

15 Willingness to help
customers

16 Readiness to respond to
customers’ requests

17 Providing prompt service

to customers

Tangibles

18 Visually appealing
facilities
19 Visually appealing
materials associated with
the service

20 Employees have a neat

and professional
appearance

21 Our organization have

Modern equipment

3. On your opinion, overall how do you rate the quality of service provided by your
organization?
o Poor
o Fair
o Good
o Very Good
o Excellent
4. According to you, which of the following factor is most important to achieve
customer satisfaction?
 Perceived quality
 Perceived value
 Corporate image
 Satisfying customer expectations
 If others, specify _________
5. Comment on your opinion towards the customer satisfaction achieved by your
organization particularly for the ULIP product. Please indicate how much you
agree or disagree with the customer satisfaction achieved by your organization
for ULIP product. Tick the aspect which is most suitable in your point of view.
S. No Customer satisfaction in Strongly Disagree Neither Agree Strongly
your organization Disagree agree / agree
disagree

Perceived Quality

1 Overall evaluation of
quality experience with
service

2 Evaluation of
customization experience,
or how well the service
fits the customer’s
personal requirements

3 Evaluation of reliability
experience, or how often
things have gone wrong
with service

Customer Expectations

4 Overall expectation of
quality

5 Expectation regarding
customization, or how
well the product and
service fits the customer’s
 personal requirements

6 Expectation regarding
reliability, or how often
things would go wrong

Perceived Value

7 Rating of price given

quality

8 Rating of quality given

price

6. Are you satisfied with the quality of service provided in your organization?
o Very satisfied
o Satisfied
o Neutral / Not sure
o Dissatisfied
o Very dissatisfied
7. What are the best practices suggested by you to your organizations for offering
ULIP service to satisfy the customers?
_____________________________________________________________________
________________________________________________________
8. Comments, if any
_____________________________________________________________________
________________________________________________________

Date: Signature if the respondent

Place:

Thank you for your valuable time!