Dear Value Respondents,

This questionnaire is to collect data of factors influencing internet service quality stability of Wi-Fi
service influence toward students satisfaction in UUM. This survey is conducted to study the
customer satisfaction towards Wi-Fi service in UUM.

1.

AGE
21-30

2.

41-50

ABOVE 50

GENDER
MALE

3.

31-40

FEMALE

RACE
MALAY
CHINESE
INDIAN
OTHER: (............................................)

4.

EDUCATION LEVEL

BACHELORS DEGREE

MASTER DEGREE

DOCTORAL DEGREE

Section A: The level of customer satisfaction

Please rate the level of satisfaction by putting number into the boxes, based on the importance of
service quality of UUM Wi-Fi by real experience if possible.
1 = Not satisfy

2 = Less satisfy

3 = Neither

4 = Satisfy

5 = Most satisfy

1. Quality of service

2. Speed of the Internet

3. Stability of system

4. Punctuality of
internet service
5. Convenience

6. Distance of the connection modem

with the location.

Section B : Factors Influencing Wi-Fi Service In UUM

7. Please give details for which aspects of WI-FI service that you consider
most important in UUM? Why?
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8. Please give suggestions and recommendations to improve the customer
relationship management of Wi-Fi service providers in UUM.
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References :
Miss Fateemoh Laeheem (2012) , A Study On Determinants Of Customer Satisfaction Towards
Broadband Services In Songkhla Province

Website :

http://etd.uum.edu.my/3004/1/Miss_Fateemoh_Laeheem.pdf