The Islamic University – Gaza

Faculty of Commerce
Department of Business Administration

: A questionnaire entitled

The impact of product factors on customer satisfaction-empirical

study implemented on the Palestinian company of cellular
.communication (JAWWAL) in Islamic University

Honorable brother \ sister

,Peace and Allah's mercy and blessings be upon you

It is our pleasure to present to you a questionnaire entitled "The impact
of production factors on customer satisfaction" as a complement to the
requirements for obtaining a bachelor's degree in business
.administration in the Islamic University - Gaza
We hope you fill out all axes of this questionnaire by ticking (√) in front of
each phrase in the field that fits you, taking into consideration that your
contribution in filling the questionnaire accurately and objectively will
have a significant impact in getting positive results, and the answers that
you will adduce will be treated confidentially. It will only be used for the
.purpose of scientific research. Thank you for your honest cooperation

Please accept our sincere respect and appreciation

Researcher : Alaa
Humaid
Researcher : Salah
Lubbad
Researcher : Mohammed
Al Shaikh Khalil

-: First : Personal Information

: Please tick (√) in the field you see it is suitable

Gender -1
Male ( ) Female ( )

Specialization -2
Commerce ( ) Educations ( )
Engineering ( ) Arts ( )
IT ( ) Religion Basics ( )
Sharia and Law ( ) Medicine ( )
Science ( )

Level of Study -3
First Level ( ) Second Level ( )
Third Level ( ) Forth Level ( )
Fifth Level ( ) Sixth Level ( )
 -: Second : Information of the Survey

. The impact of quality on customer satisfaction-1

Clause Strongly Agree Neutral Disagree Strongly

agree disagree

-1 Jawwal company provide high quality services

The company makes exploratory studies to find

-2
.out the customers views of the services quality

The company devotes a special unit for an

-3 individual communication with subscribers and
.know their views about the quality of services

The quality provided by Jawwal is considered the

-4
.best among its competitors

The subscriber cares primarily on the quality of

-5
. services provided by Jawwal

The subscriber feels that Jawwal needs to

-6
. improve the quality of its services

The subscriber believes that the joint of more

-7 competitors will increase the quality of services
. provided by Jawwal

The quality of the service enhances the

-8 relationship between the company and the
. customers
 . The impact of efficiency on customer satisfaction -2

Clause Strongly Agree Neutral Disagree Strongly

agree disagree

Jawwal is charracterized by its low cost for its

-1
.services

The company spends more effort to satisfy its

-2
.customers

The company responds to the inquiries and

-3
.complaints of the subscribers as soon as possible

The company provide services as soon as

-4
.possible

The company responds promptly to subscribers'

-5
.needs no matter how much the company is bussy

The company gives exact dates when it provides

-6
.services

-7 . Work hours suit all subscribers

The company implements a number of events in

-8 order to maintain long-term relationships with
.customers
 . The impact of the adequacy on customers' satisfaction -3

Clause Strongly Agree Neutral Disagree Strongly

agree disagree

The company aims primarily at achieving

-1
. customers' satisfaction

The company puts the customer's interest at the

-2
. forefront of senior management concerns

The company works to build bridges of trust

-3
.between employees and the customers

The company grantes the permanent customers

-4 additional advantages that distinguish them from
.ordinary customers

The consumer feel that Jawwal aims to build a

-5
.long-term relationship

Jawwal employees are distinguished by the

-6
.interaction with subscribers

Jawwal company provides public services for the

-7
. community
 : The impact of experience on the customers -4

Clause Strongly Agree Neutral Disagree Strongly

agree disagree

-1 . Service provider appears properly and tidily

The employee deals with customers with respect

-2
. and good manners

You put all of your trust in Jawwal service

-3
.provider

The subscriber feels that the service provider has

-4
.sufficient experience to answer all questions

The subscriber feels comfortable when he deals

-5
. with the company employee

The company employee has the ability to deal

-6
. with all types of subscribers

The company provides a special treatment for

each subscriber ( every subscriber has a personal
-7
treatment as if he is the only subscriber for the
.company)

The company cares about the views , suggestions

-8 and preferences of subscribers in providing new
services

Jawwal uses many promotion and persuasion

-9
.means, such as Facebook

The company employee finds balance between

-10
.the serious deal and the friendly one
 .The impact of the maintenance services on customer's satisfaction -5

Clause Strongly Agree Neutral Disagree Strongly

agree disagree

Jawwal company provides services appropriately

-1
. with no errors

Jawwal uses modern equipment and tools to

-2
. provide services

When you face a problem , the company shows

-3
. special attention to solve it

Providing maintenance services centers cover all

-4
. areas of subscribers

The company offers subscribers the ability to

-5 request or activate or cancel the required services
.electronically

I feel that the speed of maintaining errors is

-6
. suitable for the subscribers

The maintenance deals tactfully with the

-7
.subscribers
 . Consumer's satisfaction -6

Clause Strongly Agree Neutral Disagree Strongly

agree disagree

You feel satisfied with your subscription to Jawwal

-1
. company

You feel satisfied with all services provided by

-2
.Jawwal

The degree of your satisfaction may be improved

-3 if Jawwal introduces some adjustments and
.improvements on the quality of services

Jawwal communicates you constantly to inquire

-4
.about the quality of services

You think that the provided services are beyond

-5
. your expectations

You feel satisfied with the cost of the services

-6
.provided by Jawwal

Jawwal completes the services and transactions in

-7
. the appropriate time

You feel satisfied about how the service provider

-8
.deals with you

Jawwal makes you feel the personal satisfaction

-9
. after dealing with the service provider

The company always seeks for subscribers'

-10
.satisfaction

You feel satisfied about how employees deal with

-11
. subscribers

You feel satisfied with the maintenance services

-12
. provided by Jawwal

Jawwal communicates periodically with you about

-13
. the maintenance services

.Thank you