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
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
1

2
2

3
3

4
4

5
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)

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

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