Analysis

Gender
Male
Male; 32; 22%

Female

Female; 113; 78%

In gender dimension Male participation was 113 (78%) and female participation was
32(22%)

Age
18%

25%

28%
29%

18 years but less

than 21 years
22 years but less
than 25 years
26 years but less
than 29 years
33 years but less
than 30 years

Age of respondent is 18 to 21 year old was 25%, 22 to 25 year old 29%, 26 to 29 year old was
28%, and 30 to 33 year old was 18%.

1. I intend to continue using mobile services from my operator for a long time.

Question
Agree
10%
17%

Neither agree nor

disagree

Disagree
73%

Interpretation:
The result shows that 73% people agreed with the question, 10% were dis-agree and the 17%
people does not respond to the question.

2. Even if another operator price is lower; I will go on using my provider?

Question
Agree
10%
17%

Neither agree nor

disagree

Disagree
73%

Interpretation:
The result shows that 73% people agreed with the question, 10% were dis-agree and the 17%
people does not respond to the question.
3. I am willing to say positive things about my operator to other people.

Question
Agree
13%
19%
67%

Neither agree nor

disagree

Disagree

Interpretation:
The result shows that 67% people agreed with the question, 14% were dis-agree and the 19%
people does not respond to the question.
4 .I will encourage friends and relatives to use the services offered by my operator

Question
Agree
22%

6%

Neither agree nor

disagree

Disagree
72%

Interpretation:
The result shows that 72% people agreed with the question, 06% were dis-agree and the 22%
people does not respond to the question.

5 .To me, this operator clearly is able to provide the best service.

Question
Agree
Neither agree nor
disagree

10%
24%
66%

Disagree

Interpretation:
The result shows that 66% people agreed with the question, 10% were dis-agree and the 42%
people does not respond to the question.
6 . Overall I am satisfied with my service provider.

Question
Agree
Neither agree nor
disagree

16%
22%

62%

Disagree

Interpretation:
The result shows that 62% people agreed with the question, 16% were dis-agree and the 22%
people does not respond to the question.

7. The services rendered by my service provider are close to what I expect.

Question
Agree
17%

4%

Neither agree nor

disagree
Disagree

79%

Interpretation:
The result shows that 79% people agreed with the question, 04% were dis-agree and the 17%
people does not respond to the question.

8. As a result I am loyal to my service provider and consider it a first choice of GSM firm.

Question
Agree
15%

9%

Neither agree nor

disagree

Disagree
76%

Interpretation:
The result shows that 76% people agreed with the question, 09% were dis-agree and the 15%
people does not respond to the question.

9. I will recommend my GSM network to friends.

Question
Agree
18%

Neither agree nor

disagree

7%

Disagree
75%

Interpretation:
The result shows that 75% people agreed with the question, 7% were dis-agree and the 18%
people does not respond to the question.
10 .My GSM network is wide and extensive.

Question
Agree
Neither agree
nor disagree

8%
18%

Disagree
74%

Interpretation:
The result shows that 74% people agreed with the question, 08% were dis-agree and the 18%
people does not respond to the question.

11. My service providers range of value added services (VASs) such as GPRS, free
midnight calls, news, and so are important to me.

Question
Agree
15%

9%
Disagree
76%

Interpretation:

Neither agree nor

disagree

The result shows that 76% people agreed with the question, 09% were dis-agree and the 15%
people does not respond to the question.
12. My service provider rolls out new technology on a regular basis

Question
Agree
Neither agree nor
disagree

16%
22%

Disagree

62%

In Interpretation:
The result shows that 62% people agreed with the question, 16% were dis-agree and the 22%
people does not respond to the question.

13 .The rate of call failure is on my network is large.

Question
Agree
Neither agree nor
disagree

10%
24%
66%

Disagree

Interpretation:
The result shows that 66% people agreed with the question, 10% were dis-agree and the 42%
people does not respond to the question.
14. Sale promotions by your operator greatly attract you.

Question
Agree
Neither agree
nor disagree

8%
18%

Disagree
74%

Interpretation:
The result shows that 74% people agreed with the question, 08% were dis-agree and the 18%
people does not respond to the question.
15. Sale promotion plays important role in Operator service

Question
Agree
Neither agree nor
disagree

16%
22%

62%

Disagree

In Interpretation:
The result shows that 62% people agreed with the question, 16% were dis-agree and the 22%
people does not respond to the question.
16.The reason to use your current Service provider is sales promotion.

Question
Agree
Neither agree
nor disagree

8%
18%

Disagree
74%

Interpretation:
The result shows that 74% people agreed with the question, 08% were dis-agree and the 18%
people does not respond to the question.

Results
90
80

81

70
60
50

Agree
Neutral

40

disagree

30
20
10

10

0
Category 1

Determinants of Customer Loyalty its Causes and Influences. A Study of Telenor Company in
okara Pakistan.
Total Questionnaire Distributed 145 .The Result is 81 % respondent Agree,10% respondent give
neutral response and 9% Disagrees.