Digital Footprint and Its Impact on Improving Customer Experience: An Exploratory Study of a Sample of Internet Companies in Nineveh Governorate
Abstract
This repository contains the survey questionnaire used to collect data for the study entitled Digital Footprint and Its Impact on Improving Customer Experience: An Exploratory Study of a Sample of Internet Companies in Nineveh Governorate. The questionnaire includes demographic questions and items measuring the study variables using a five-point Likert scale. The underlying raw survey data were analyzed using SPSS and are not publicly available due to ethical and data protection considerations, but can be provided by the corresponding author upon reasonable request.
Full text
University of Mosul College of Administration and Economics Department of Marketing Management M/ Questionnaire form Dear Sir/Madam, We present to you the questionnaire for the study entitled: (Digital Footprint and Its Impact on Improving Customer Experience: An Exploratory Study of a Sample of Internet Companies in Nineveh Governorate), where the form in your hands is a measure, we rely on for the purposes of scientific research, and your kind response to the questionnaire questions will greatly contribute to obtaining accurate results that serve the objectives of the study . Note: • Please answer all questions. Leaving any question blank will render the form unusable for analysis and measurement. • Please place a checkmark () in the field that best reflects your opinion. Thank you for your cooperation. The Researchers First: General data 1. Age 20 – 29 30 – 39 40 – 49 50More 2. Certificate (scientific qualification) Preparatory school and below Bachelor's Higher degree 3. Gender: Male Female
Digital footprint: It is a unique set of traceable digital activities, actions, contributions, and communications that appear on the internet or digital devices. Strongly agree Agree Neutral Disagree Strongly disagree Questions The company relies on diverse digital platforms to enhance its online presence. 1 The company has a regularly updated and easily accessible website. 2 The company provides accurate information about its services through online channels. 3 The company responds quickly to comments posted on its digital pages. 4 The company regularly interacts with customers via social media. 5 The company publishes regularly updated digital content about its online services. 6 The company utilizes online customer behavior tracking technologies to improve its services. 7 The company provides reliable digital communication channels to resolve customer issues. 8 The company protects customer data through effective digital security systems. 9 The company's digital interface (app, website) is user-friendly and intuitive. 10 The company uses digital advertising to reach potential customers. 11 The company's digital content is continuously updated to attract customers. 12 The company provides transparent information about customer privacy and digital data. 13 The company uses digital analytics technologies to understand consumer behavior. 14 The company's current digital footprint contributes to building its reputation with customers. 15 Customer experience: It is a set of practices aimed at enhancing customer satisfaction, i.e., the feeling that the service or product has met the customer's expectations. More precisely: It is the process through which the needs and expectations of customers are met by providing a high-quality service that results in customer satisfaction
Strongly agree Agree Neutral Disagree Strongly disagree Questions I find the internet service subscription process clear and easy. 1 I am provided with all the information I need before subscribing. 2 The quality of the internet service meets my expectations. 3 The internet service is stable and does not experience frequent outages. 4 The internet speed provided matches what was agreed upon. 5 The customer service staff treat me with respect and professionalism. 6 My issues are resolved quickly when I contact customer service. 7 The company provides convenient communication channels (phone, app, chat, etc.).. 8 Based on my experience, I recommend the company to others 9 The service pricing is reasonable considering its quality. 10 I feel the company genuinely values customer feedback. 11 The maintenance and technical support procedures are clear and prompt. 12 I feel confident dealing with the company. 13 The company's app or website is user-friendly. 14 The information the company provides online is reliable and accurate. 15 My experience with the company has led me to continue using their services. 16 The additional services offered by the company enhance my experience. 17 I am generally satisfied with the internet service provided. 18 The company's service meets my expectations before subscribing. 19 My positive experience makes me less inclined to switch to another company. 20