ASSIGNMENT ON SERVQUAL INSTRUMENT

Subject: Consumer Behavior

Paper Model: APA

Paper Type: Assignment

Total Words: 1022

Document Outline

INSTRUMENT

Average Tangibles SERVQUAL score

 

 


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E1. Excellent Hotel Industries will have modern looking equipment.

5

P1. XYZ Hotel has modern looking equipment.

E2. The physical facilities at excellent Hotel Industries will be visually appealing.

3

P2. XYZ Hotel’s physical facilities are visually appealing.

E3. Employees at excellent Hotel Industries will be neat appearing.

4

P3. XYZ Hotel’s reception desk employees are neat appearing.

E4. Materials associated with the service (such as menus/ pamphlets or statements) will be visually appealing at an excellent Hotel.

6

P4. Materials associated with the service (such as pamphlets or statements) are visually appealing at XYZ Hotel.

 

 

 

 

 

Average Tangibles SERVQUAL score

 

(E)

 

Reliability

 

Reliability

E5. When excellent Hotels promise to do something by a certain time, they do.

4

P5. When XYZ hotel promises to do something by a certain time, it does so.

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