Customer Satisfaction through Brand Image Field Study based on Customers of Jordan Telecommunication



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Part two: This section contains statements that measure the impact of social media marketing customer satisfaction in your telecommunication company through brand image, please tick your response according to the following scale:



Social Media

Strongly Strongly


disagree agree




Q.6 My telecommunication company‘s social media pages help me receive feedback from




my telecommunication company constantly

Q.7 My telecommunication company pages on social media have a wide range of



1 2 3 4 5

supporting tools that help to deliver better


information
Q.8 My telecommunication company‘s pages on social media enables me to acquire more information about my telecommunication

1 2 3 4 5
1 2 3 4 5

company services

Q.9 My telecommunication company page on social media provides me with the



1 2 3 4 5

opportunity to state my opinions freely
Q.10 My telecommunication company‘s page on social media is up-dated regularly



1 2 3 4 5

Q.11 My telecommunication company‘s pages on social media always responds to my question or/and observation

1 2 3 4 5

Q.12 Do you have positive reactions to

advertisements on social media



1 2 3 4 5

Q.13 I will enquire more information on the

product because of the advertisement



1 2 3 4 5

Q.14 Does the visuals and slogans of the

chosen advertisement provide a memorable



1 2 3 4 5




familiarity to the brand







Customer satisfaction

Strongly


disagree







Strongly


agree

Q.15 My telecommunication company is

having well managed web pages.



1

2

3

4

5

Q.16 My telecommunication company
apologizes if they fail to serve me on time.

1

2

3

4

5

Q.17 I think I did a right thing that I

selected my telecommunication company.



1

2

3

4

5

Q.18 My telecommunication company
always exceed in my expectation while offering me the services.

1

2

3

4

5

Q.19 My telecommunication company’s

service exactly meets my requirement.



1

2

3

4

5

Q.20 I feel happy after every visit of My
telecommunication company website/webpage.

1

2

3

4

5

Q.21 Seasonal promotions are available

1

2

3

4

5




Q.22 I am well informed of the


promotions

1

2

3

4

5




Q.23 Website/webpage designs are appealing

1


2


3


4


5


Q.24 Website/webpage layout makes it easy for me to find what I need

1


2


3


4


5





Q.25 The promotions are always

attractive on website/webpage



1

2

3

4

5




Q.26 website/webpage Offers several

services to choose from in a category



1

2

3

4

5

Q.27 website/webpage fast response

1

2

3

4

5

Q.28 Overall, I am satisfied with this page

1

2

3

4

5




Brand image

Strongly


disagree







Strongly


agree

Q.29 I know what this brand stands for.

1

2

3

4

5

Q.30 I have a good opinion about this


brand.

1

2

3

4

5

Q.31 I have a bad opinion about this


brand.

1

2

3

4

5

Q.32 I am well aware of this brand.

1

2

3

4

5

Q.33 This brand is a pure delight.

1

2

3

4

5

Q.34 I respect this brand.

1

2

3

4

5




Q.35 I‘m very committed to this brand.

1 2 3 4 5

Q.36 This brand communicates well with


me.

1 2 3 4 5

Q.37 This brand is very faithful.

1 2 3 4 5

Thank You!





  1. Appendix 2: Names of arbitrators.




Name of Referees

No.

Name

Institution

1

Dr Ahmad Nayed Abu Baker

Yarmouk University

2

Dr Taleb Audeh

Hashemite University

3

Dr Abdulhakeem khalid hussban

Yarmouk University

4

Dr Hind mohammed Jasem

Jordan University

5

Dr Mohammed Ma’aita

Middle East University

6

Dr Khaled Bani Hamdan

Abu Dhabi University

7

Dr Hanaa’ Al Hunaiti

Islamic University

8

Dr Samir Aljabali

Middle East University

9

Dr Morad Itiani

Al Israa’ University

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