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

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!

2. 
   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