Servqual questionnaire PDF

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Servqual questionnaire...

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Servqual questionnaire

RELIABILITY COSTCO delivers service on Time COSTCO provides error- free transactions RESPONSIVENESS COSTCO employees are always helpful COSTCO employees resolve issues ASSURANCE COSTCO employees are respectful to you COSTCO employees have knowledge to answer your questions EMPATHY COSTCO employees deal customers with care COSTCO employees understand your requirements TANGIBILITY COSTCO has modern facilities COSTCO employees are neat and presentable Measurement Scale: STRONGY DISAGREE (1) (4) STRONGLY AGREE (5)

DISAGREE (2) NEUTRAL (3) AGREE

SERVQUAL framework will always have subjective views and different answers every-time as different people will answer the questionnaire every time. It is also process oriented and focuses on process and not outcomes of service. This measurement scale is chosen as it is easy to analyze and easy to understand by the customers and thereby easy to interpret data for future research. Also this 5 point Likert scale reduces the frustration level of patient respondents and increases response rate....