DETERMINANTS OF CUSTOMER LOYALTY IN PAKISTAN: A CASE STUDY OF FMCG

SURVEY QUESTIONNAIRE

Dear Respondent, This survey is conducted for writing a Thesis as it is the part of my MBA in marketing. The objective of this survey is to find out the factors that influence customer to be loyal while buying any Fast Moving Consumer Goods (FMCG) product. I will appreciate if you could complete the following table. I assure you that the information given by you will be considered confidential and shall not be shared with any other party. Note: The statements given below are restricted till only personal care products i.e. shampoo, soap and toothpaste. Strongly Agree (1) Agree (2) Neutral (3) Disagree (4) Strongly Disagree (5)

Please check the ONE best option:

S.R #

FMCG Product Attributes/ Customer Loyalty Attributes I can recall my FMCG brand. I can relate the brand with my experience. I can recognize FMCG brand. I like the advertising. I feel positive toward the advertising. I react favorably to the advertising. The FMCG brand I buy is of consistent quality. The FMCG brand always meets my quality standards.

(1)

(2) (3) (4) (5)

1. 2. 3. 4. 5. 6. 7. 8.

9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21.

The quality of FMCG consistently meets my expectations. I am satisfied with my decision to buy FMCG brand. The FMCG brand is exactly what I needed. I have been delighted with my FMCG brand. FMCG brands are competitive in price. FMCG has reasonable prices. By buying FMCG product, I can save a lot of money. I consider FMCG product is generally trustworthy. I believe the product of the company does not take advantage of its customers. I consider the company and people who stand behind the FMCG brand to be trustworthy. If my favorite FMCG brand is out of stock, I would wait to purchase. Purchasing FMCG, I would preferably stick to a brand I usually buy, than try something else. I recommend my FMCG brands to others.

Respondents Details:

Name: ____________________________

Age: _____________

Gender (please choose): Male / Female

Thank you very much for your co-operation and precious time.