Annexe N° 1 - Questionnaire SERVQUAL
EXPECTATIONS
DIRECTIONS: This survey deals with your opinions
of services. Please show
the extent to which you think firms offering services should
possess the features
described by each statement. Do this by picking one of the
seven numbers next to each statement. If you strongly agree that these firms
should posses a feature, circle the number 7. If you strongly disagree that
these firms should possess a feature, circle 1. If your feelings are not
strong, circle one of the numbers in the middle. There are no right or wrong
answers - all we are interested in is a number that best shows your
expectations about the
firms offering services.
E1. They should have up-to-date equipment.
E2. Their physical facilities should be visually appealing.
E3. Their employees should be well dressed and appear neat.
E4. The appearance of the physical facilities of these firms
should be in keeping with the
type of services provided.
E5. When these firms promise to do something by a certain time,
they should do so.
E6. When customers have problems, these firms should be
sympathetic and reassuring.
E7. These firms should be dependable
E8. They should provide their services at the time they promise
to do so.
E9. They should keep their records accurately.
E10. They shouldn't be expected to tell customers exactly when
services will be performed.
E11. It is not realistic for customers to expect prompt service
from employees of
these firms.
E12. Their employees don't always have to be willing to help
customers.
E13. It is okay if they are too busy to respond to customer
requests promptly.
E14. Customers should be able to trust employees of these
firms.
E15. Customers should be able to feel safe in their transactions
with these firms' employees.
E16. Their employees should be polite.
E17. Their employees should get adequate support from these
firms to do their jobs well.
E18. These firms should not be expected to give customers
individual attention.
E19. Employees of these firms cannot be expected to give
customers personal attention.
E20. It is unrealistic to expect employees to know that the
needs of their customers are.
E21. It is unrealistic to expect these firms to have their
customers' best interests at heart.
E22. They shouldn't be expected to have operating hours
convenient to all their customers.
Source: Parasuraman A., Zeithaml et Berry, ? SERVQUAL : A
Multiple-Item Scale for Measuring Consumer Perceptions of service Quality??,
Journal of Retailing, pp 38-40.
133
PERCEPTIONS
DIRECTIONS: The following set of statements
relate to your feelings about XYZ. For each statement, please show the extent
to which you believe XYZ has the feature described by the statement. Once
again, circling a 7 means that you strongly agree that XYZ has that feature,
and circling a 1 means that you strongly disagree. You may circle any of the
numbers in the middle that show how strong your feelings are. There are no
right or wrong answers - all we are interested in is a number that best shows
your perceptions about XYZ.
P1. XYZ has up-to-date equipment.
P2. XYZ?s physical facilities are visually appealing.
P3. XYZ?s employees are well dressed and appear neat
P4. The appearance of the physical facilities of XYZ is in
keeping with the type of services
provided.
P5. When XYZ promises to do something by a certain time, it
does so.
P6. When you have problems, XYZ is sympathetic and
reassuring.
P7. XYZ is dependable
P8. XYZ provides its services at the time it promises to do
so.
P9. XYZ keeps its records accurately.
P10. XYZ does not tell customers exactly when services will
be performed.
P11. You do not receive prompt service from XYZ?s
employees
P12. Employees of XYZ are not always willing to help
customers.
P13. Employees of XYZ are too busy to respond to customer
requests promptly.
P14. You can trust employees of XYZ.
P15. You feel safe in your transactions with XYZ?s
employees.
P16. Employees of XYZ are polite.
P17. Employees get adequate support from XYZ to do their jobs
well.
P18. XYZ does not give you individual attention.
P19. Employees of XYZ do not give you personal attention.
P20. Employees of XYZ do not know what your needs are.
P21. XYZ does not have your best interests are heart.
P22. XYZ does not have operating hours convenient to all
their customers.
Source: Parasuraman A., Zeithaml et Berry, ? SERVQUAL : A
Multiple-Item Scale for Measuring Consumer
Perceptions of service Quality??,
Journal of Retailing, pp 38-40.
134
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