Questionnaires:

Measuring service quality of Internet Broadband provider in

Malaysia

I am a student of Master of Business Administration at the Graduate School of Management, Universiti Putra
Malaysia. I am currently conducting a survey on measuring customer satisfaction of service quality towards
Internet Broadband provider in Malaysia.

This questionnaire aims to collect data that will be used in quality development efforts. The questionnaire
measures your satisfaction of service towards Internet Broadband provider. Please answer all questions where
appropriate by either writing your answer in the space provided, ticking the appropriate box, or circling the
appropriate number.

The questionnaire should not take too long to complete .Thank you in advance for your cooperation and
assure you that all information will be treated antonymous and confidentially.

Yours sincerely,

_____________________________
Mohamad Fadhal bin Mohamad Asri
Matric No. : GM03301
Section 1: Customer’s Expectation and Perception
The following set of statements relate to the services offered by the Internet Broadband provider that you are currently
use. Please tick the appropriate number that shows your respond in Column A and Column B by using the following
scale:
1 2 3 4 5 6 7
Strongly Very Neither Agree Very Strongly
Disagree Agree
Disagree Disagree or Disagree Agree Agree

Column A: This column refers to your expectation on the Internet Broadband provider
Column B: This column refers to how you perceived the services from the Internet Broadband provider

Items Column A Column B

No
Expectation Perception
.
1 Dimension: Responsiveness
Excellent Internet Broadband provider:
a) will give full explanations to their customer 1 2 3 4 5 6 7 1 2 3 4 5 6 7
b) gives prompt service to customers (e.g. fault 1 2 3 4 5 6 7 1 2 3 4 5 6 7
restoration)
c) are always willing to help their customers 1 2 3 4 5 6 7 1 2 3 4 5 6 7
d) are never too busy to respond to customers'
1 2 3 4 5 6 7 1 2 3 4 5 6 7
request.
2 Dimension: Reliability
Excellent Internet Broadband provider:
a) will provide their service within promised time 1 2 3 4 5 6 7 1 2 3 4 5 6 7
b) will provide the services right at the first time 1 2 3 4 5 6 7 1 2 3 4 5 6 7
c) will show sincere interest in solving customer 1 2 3 4 5 6 7 1 2 3 4 5 6 7
service problem
3 Dimension: Tangible
Excellent Internet Broadband provider:
a) has modern-looking and high technology of 1 2 3 4 5 6 7 1 2 3 4 5 6 7
equipments
b) has an employees that is well dressed and appear 1 2 3 4 5 6 7 1 2 3 4 5 6 7
neat
c) have variety of product range that can fulfill 1 2 3 4 5 6 7 1 2 3 4 5 6 7
customer demands
d) has materials associated [such as pamphlets or
1 2 3 4 5 6 7 1 2 3 4 5 6 7
statements, website] that is usually appealing.

2
 4. Dimension: Empathy-Caring
Excellent Internet Broadband provider:
a) give customers individual attention 1 2 3 4 5 6 7 1 2 3 4 5 6 7
b) will have convenience operating hours 1 2 3 4 5 6 7 1 2 3 4 5 6 7
c) have to know what are their customer’s needs 1 2 3 4 5 6 7 1 2 3 4 5 6 7
d) have customer’s best interest at heart
1 2 3 4 5 6 7 1 2 3 4 5 6 7
5 Dimension: Assurance
Excellent Internet Broadband provider:
a) has employee that is consistently courteous with 1 2 3 4 5 6 7 1 2 3 4 5 6 7
customers.
b) has employee that can always answer my 1 2 3 4 5 6 7 1 2 3 4 5 6 7
question accordingly
c) will enable customer to feel safe when surfing 1 2 3 4 5 6 7 1 2 3 4 5 6 7
the internet

Section 2: Technology Profile (choose only one answer)

Your Internet Broadband Provider:

Celcom Digi Maxis P1 Wimax
TM U-Mobile Others: ____________

PC Ownership:
Do not have For less than 1 yr For 1-3 yrs
For 4-6 yrs For 7-9 years For 10 yrs and above

Internet Subscriptions:
Less than 1 year 1-2 years 3-4 years
5-6 years 7-8 years 9 years and above

Internet Spent Time (daily)

Less than 1 hour 1-2 hours 3-4 hours
5-6 hours 7 hours and above

Internet Spent Time (monthly)

Less than 20 hours 21-40 hours 41-60 hours
61-80 hours 81 hours and above

Location of Surfing Internet (can choose more than one answer)

Home Office Wifi Zone
Outside University Others: _____________(please specify)

3
Section 3: Demographic information n (choose only one answer)

Gender Male Female

Age <20 21 to 29 30 to 39 40 to 49 >50

Ethnic Malay Chinese India Others: ________________(please specify)

Marital status Married Single Others

Education <PMR SPM Diploma

Degree Master Degree PhD and above

Income Below RM1000

RM1001 to RM3000
RM3001 to RM5000
RM5001 to RM7000
Above RM7001

Occupation Government Servant

Private Sector
Self-employed
Student
Retired
Others