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ANNEXURE-1

QUESTIONNAIRE FOR FACULTY

This survey is designed to gather information about perception of faculty towards Internal Marketing in the B-school

settings. Please answer all of the questions. If you wish to comment on any questions or qualify your answers, please feel

free to use the space in the margins or on the back of the booklet. Your comments will be read and taken into account.

Read each of the statements below and circle the appropriate response from -3 to3 considering 3 as Very Strongly

Disagree (VSD), -2 as Strongly Disagree (SD), -1 as Disagree (D), 0 as Neutral (N), 1 as Agree (A), 2 as Strongly Agree

(SA) and 3 as Very Strongly Agree (VSA). There is no right or wrong answer. Thank you for your help

Labels Statements VSD SD D NAND A SA VSA

INTERNAL MARKETING PRACTICES (IMP)

IMP 1 My B-School prepares its faculty to perform well

IMP 2 My B-School views the development of knowledge and skills in faculty as an investment rather than a cost

IMP 3 Skill and knowledge development of faculty is an ongoing process in my B-School.

IMP 4 In my B-School, the faculty are properly trained to perform their service roles (teaching and mentoring).

IMP 5 My B-School has the flexibility to accommodate the differing needs of faculty

IMP 6 Performance measurement and reward systems at my B-School encourage faculty to work together

233

IMP 7 In My B-School, those faculty who provide excellent service are rewarded for their efforts

IMP 8 Rewards given by the B-School are as per my expectations.

IMP 9 I feel I am being paid as per my efforts.

IMP 10 Pay packages in my B-School are progressive and best in industry

IMP 11 Authorities at my B-School praise its faculty in public to enhance the morale of faculty

IMP 12 My efforts towards my B-School are recognized.

IMP 13 My job profile matches my competencies and interests

IMP 14 Employee services in my B-School are designed according to the needs of the faculty.

IMP 15 Tasks/subjects are assigned to me keeping in view my skills and competence.

IMP 16 My B-School observes the valid and legal procedures

IMP 17 Seniors in my B-School take difference of opinion positively

IMP 18 The people I directly report to encourage me to perform better.

IMP19 My B-School provides sufficient reassurance regarding my job tenure.

IMP 20 My B-School offers a well-designed career path.

IMP 21 My B-School provides fair and just opportunities of career advancement.

234

IMP 22 My B-School provides its faculty a friendly and harmonious environment

IMP 23 An atmosphere of trust exists among members of my B-School.

IMP 24 My B-School allows its faculty to take responsibilities within their empowerment

IMP 25 My B-School provides sufficient freedom in handling our classroom interaction.

IMP 26 My B-School believes that we are capable of solving problems appropriately.

IMP 27 My B-School allows me to experiment with my teaching pedagogy.

IMP 28 My B-School respects my opinions.

IMP 29 My B-School communicates to faculty the importance of their teaching and mentoring roles

IMP 30 Information in exchanged from the top of the B-School down through the faculty

IMP 31 My B-School places considerable emphasis on communicating with its faculty.

IMP 32 My B-School continually seeks feedback from its faculty.

IMP 33 My B-School uses data it gathers from faculty to improve their jobs, and to develop the strategy of the B-School

IMP 34 The feedback provided by faculty often results in changes.

IMP 35 Authorities at my B-School attempt to address my dissatisfaction.

IMP 36 Authorities at my B-School respond to my grievances\ problems.

235

IMP 37 My B-School adopts holistic practices for societal welfare.

IMP 38 My B-School communicates its vision well to faculty

IMP 39 My B-School offers its faculty a vision that they can believe in.

INTERNAL MARKETING ORIENTATION (IMO)

IMO 1 My B-school markets itself to faculty.

IMO 2 My B-school recognizes me (an employee) as a customer of the B-school.

IMO 3 My B-school is concerned with the service quality provided to me as a customer.

IMO 4 My B-school provides positive service experience through faculty.

IMO 5 My B-school values its relationship with faculty.

IMO 6 My B-school believes it to be important for faculty to utilise the services offered by the organization.

IMO 7 My B-school emphasizes on providing best service quality to faculty as well as students.

IMO 8 I truly believe in the quality of services provides at my B-school.

IMO 9 My B-school does a good job making faculty aware of the services it provides

I NTERNAL CUSTOMER SATISFACTION (ICS)

ICS 1 I am proud to work for this B-school.

236

ICS 2 My commitment with my job is affected by the way my B-school takes care of my satisfaction.

ICS 3 I would be very happy to spend the rest of my career with this B-school.

ICS 4 My B-school has a great deal of personal meaning for me.

ICS 5 I feel a strong sense of belonging to my B-school.

ICS 6 My personal needs are met through the employee services offered by the B-school.

ICS 7 I am satisfied with the employee services in my B-school.

Age Group: 25-35 35-45 45 & above

Gender: Male Female

Designation: Assistant Professor

Associate Professor

Professor

237

ANNEXURE-2

QUESTIONNAIRE FOR STUDENTS

This survey is designed to gather information about perception of Students towards service quality in the B-school

settings. Please answer all of the questions. If you wish to comment on any questions or qualify your answers, please feel

free to use the space in the margins or on the back of the booklet. Your comments will be read and taken into account. .

Read each of the statements below and circle the appropriate response from -3 to3 considering 3 as Very Strongly

Disagree (VSD), -2 as Strongly Disagree (SD), -1 as Disagree (D), 0 as Neutral (N), 1 as Agree (A), 2 as Strongly Agree

(SA) and 3 as Very Strongly Agree (VSA). There is no right or wrong answer. Thank you for your help

Labels Statements VSD SD D NAND A SA VSA

SERVICE QUALITY PERCEPTIONS (SQP)

S1 The physical facilities at my B-School are attractively designed.

S2 Faculty at my B-School is professional and smart appearing.

S3 My B-School has latest audio-visual equipment.

S4 Materials associated with the services of faculty at my B-School (such as handouts, notes, case-studies) are very well-prepared.

S5 Physical facilities at my B-School are well- maintained

238

S6 Physical facilities at my B-School are adequate

S7 When a student has a problem; faculty at my B-School show a sincere interest in solving it.

S8 Faculty at my B-School is consistently courteous with students.

S9 Faculty at my B-School instill confidence in students

S10 Faculty at my B-School gives students personal attention.

S11 Faculty at my B-School has students' best interests at heart.

S12 Faculty at my B-School is never too busy to respond to students' requests.

S13 Faculty at my B-School is always willing to help students

S14 Faculty treats all the students with equity

S15 My B-School is highly reputed in the society

S16 Students of my B-School are highly regarded by the industry

S17 My B-School is the top choice of aspiring students

S18 Overall evaluation system at my B-School is fair and just.

S19 Vision of My B-School is communicated to all the students.

S20 My B-School contribute towards welfare of society

239

S21 Beliefs and values at my B-School are consistent with social beliefs and values.

S22 Policies and procedures at my B-School are consistent with my personal value set.

S23 Services offered at my B-School contribute towards my life goal fulfillment.

S24 At my B-School services to the students are provided as per the given schedules.

S25 At my B-School exact schedules of lectures and other activities are conveyed to the students

S26 My B-School has class timings convenient to all their students

S27 My B-School gives prompt service to students.

S28 Office Hours at my B-School are planned according to convenience of students

S29 Faculty and staff are always available during their assigned work hours.

S30 Faculty at my B-School performs well every time.

S31 Services offered contribute towards fulfillment of my professional aspirations.

S32 Faculty at my B-School understands the specific needs of their students.

S33 Faculty at my B-School has the knowledge to answer students' questions.

S34 Faculty at my B-School has vast knowledge and expertise

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S35 Faculty at my B-School is always abreast with the latest developments in their subjects.

S36 Faculty at my B-School has the capability to contribute towards the holistic development of students.

S37 Records at my B-School are always error-free.

S38 Administrative/support staff at my B-School is courteous and responsive.

S39 Administrative/support staff at my B-School always perform error-free service

S40 Administrative/support staff at my B-School perform service right first time

EXTERNAL CUSTOMER SATISFACTION (ECS)

ECS 1 I am satisfied with the overall educational services experience at my B-School

ECS 2 I get value for money from the education at my B-

School

ECS 3 I have a strong sense of belongingness for my B-School

ECS 4 I feel proud to be a part of this B-School

AGE: ………..

GENDER: MALE FEMALE