CSR Questionnaire

Academic Research Survey I am a research scholar at Hailey College of Commerce, Punjab University Lahore. I am conducting a research on “ Corporate Social Responsibility and customer loyalty: Exploring the role of identification, satisfaction and type of company”. This questionnaire is designed to elicit your response. You are requested to spare your precious time to complete this survey as it will not take more than 10 minutes of yours to complete it. Your specific answers will be completely anonymous & confidential, but your views, in combination with those of others, are extremely important. Your cooperation is highly appreciated. Thanks once again for your time and cooperation. Thanking in Anticipation! Demographic Information Are you a “Business Student”? Yes No Name of Respondent (optional) Mobile Service Provider Mobilink Ufone Zong Gender Male Female Qualification Bachelors Masters Age(In years) Experience with service of company(In years) Name of institute Punjab UET Comsats University

Warid

Telenor Others/Above masters

UCP

The following section covers your considerations. Record your responses against the given scale: Strongly Disagree Neutral Agree Strongly Agree Disagree 1 2 3 4 5 The following section covers your CSR Society. Please record your responses against the given scale: 1 2

3 4 5 6

This company helps solving social problems This company uses part of its budget for donations and social projects to advance the situation of the most unprivileged groups of society This company contributes money to cultural and social events(e.g. music, sports) This company plays a role in society beyond the economic benefits generation This company is concerned with general well-being of society This company is concerned with respecting and protecting the natural environment

1 1

2 2

3 3

4 4

5 5

1

2

3

4

5

1

2

3

4

5

1 1

2 2

3 3

4 4

5 5

The following section covers your CSR Customer. Please record your responses against the given scale: 1 2 3 4 5

This company establishes procedure to comply with customers’ complaints This company treats its customers honestly This company has employees who offer complete information about corporate products/services to customers This company uses customer satisfaction as an indicator to improve the product/service marketing This company makes an effort to know customers’ needs

1

2

3

4

5

1 1

2 2

3 3

4 4

5 5

1

2

3

4

5

1

2

3

4

5

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

The following section covers CSR Employees. Please record your responses against the given scale: 1 2 3

This company pays fair salaries to its employees This company offers safety at work to its employees This company treats its employees fairly(without discrimination or

4 5

abuses) This company offer training and career opportunities to its employees This company offers a pleasant work environment(e.g. flexible hours, conciliation)

1

2

3

4

5

1

2

3

4

5

The following section C-C Identification .Please record your responses against the given scale : 1 2 3 4 5 6

I strongly identify with this company This company fits my personality I feel good being a customer of this company I like saying that I am a customer of this company I feel closely linked to this company I have a strong feeling of membership to this company

2 3 4 5 2 3 4 5 2 3 4 5 2 3 4 5 2 3 4 5 2 3 4 5 given scale :

1 2 3 4

My decision to choose this company was the right one I feel happy about my decision to choose this company This company is exactly the service provider I need Roughly speaking, I am satisfied with this company

5 5 5 5

1 2

1 2

1 1 1 1 1 1 The following section Satisfaction. Please record your responses against the

1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 The following section covers Recommendation Behavior. Please record your responses against the given scale : 1 2 3 4 When other customers ask me for advice, I always recommend

this company I am positive about this company when other customers ask me about it

1

2

3

4

5 5

The following section covers Repurchase Behavior. Please record your responses against the given scale : 1 2 3 4 5 I always contact this company when I need a new service 1 2 3 4 5 This company is always my first choice when I need to contract a

new mobile service