SERVQUAL INSTRUMENT

Subject: Retail Management

Paper Model: APA

Paper Type: Research Proposal

Total Words: 1022

Document Outline

SERVQUAL INSTRUMENT
THE SERVQUAL INSTRUMENT
Average Empathy SERVQUAL scores
 


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THE SERVQUAL INSTRUMENT

 

EXPECTATIONS

PERCEPTIONS

This survey deals with your opinions of Hotel Industry. Please show the extent to which you think Hotel Industry should posses the following features. What we are interested in here is a number that best shows your expectations about institutions offering Hotel services

The following statements relate to your feelings about the particular Hotel XYZ you chose. Please show the extent to which you believe XYZ has the feature described in the statement. Here, we are interested in a number that shows your perceptions about XYZ Hotel.

 

 

Strongly                                                                      Strongly

Strongly                                                                               Strongly

Disagree                                                                     Agree

Disagree                                                                                Agree

1            2              3                4             5             6               7

1              2                  3                4                5             6               7

 

 

 

(E)

 

(P)

Gap Score

P - E

Tangibles

 

Tangibles

 

 

E1. Excellent Hotel Industries will have modern looking equipment.

5

P1. XYZ Hotel has modern looking equipment.

7

2

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

3

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

5

2

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

4

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

7

3

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.

6

0

 

 

 

 

7

 

 

Average Tangibles SERVQUAL score

 

7/4 = 1.75

 

(E)

 

(P)

Gap Score

P - 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.

6

2

E6. When a customer has a problem, excellent hotel will show a sincere interest in solving it.

3

P6. When you have a problem, XYZ hotel shows a sincere interest in solving it.

7

4

E7. Excellent hotel will perform the service right the first time.

2

P7. XYZ hotel performs the service right the first time.

5

3

E8. Excellent hotels will provide the service at the time they promise to do so.

4

P8. XYZ hotel provides its service at the time it promises to do so.

6

2

E9. Excellent hotels will insist on error free records

5

P9. XYZ hotel insists on error free records

7

2

 

 

 

 

13

 

 

Average Responsiveness SERVQUAL score

 

13/5 = 2.6

 

 

 

 

 

Responsiveness

 

Responsiveness

 

 

E10. Employees of excellent hotel will tell customers exactly when services will be performed.

5

P10. Employees in XYZ hotel tell you exactly when services will be performed.

6

1

E11. Employees of excellent hotels will give prompt service to customers.

3

P11. Employees in XYZ hotel give you prompt service.

5

2

E12. Employees of excellent hotels will always be willing to help customers.

5

P12. Employees in XYZ hotel are always willing to help you.

7

2

E13. Employees of excellent hotels will never be too busy to respond to customers’ requests.

6

P13. Employees in XYZ hotel are never too busy to respond to your request.

7

1

 

 

 

 

6

 

 

Average Responsiveness SERVQUAL score

 

6/7 = 0.86

 

(E)

 

(P)

Gap Score

P - E

Assurance

 

Assurance

 

 

E14. The behavior of employees in excellent hotels will instill confidence in customers.

5

P14. The behavior of employees in XYZ hotel instills confidence in you.

6

1

E15. Customers of excellent hotels will feel safe in transactions.

4

P15. You feel safe in your transactions with XYZ hotel.

7

3

E16. Employees of excellent hotels will be consistently courteous with customers.

6

P16. Employees in XYZ hotel area consistently courteous with you.

7

1

E17. Employees of excellent hotels will have the knowledge to answer customers’ questions.

4

P17. Employees in XYZ hotels have the knowledge to answer your questions.

6

2

 

 

 

 

7

 

 

Average Assurance SERVQUAL score

 

7/4 = 1.75

 

 

 

 

 

Empathy

 

Empathy

 

 

E18. Excellent hotels will give customers individual attention.

6

P18. XYZ bank gives you individual attention.

7

1

E19. Excellent hotels will have operating hours convenient to all their customers.

6

P19. XYZ bank has operating hours convenient to all its customers.

7

1

E20. Excellent hotels will have employees who give customers personal attention.

5

P20. XYZ bank has employees who give you personal attention.

7

2

E21. Excellent hotels will have their customer’s best interests at heart.

4

P21. XYZ bank has your best interest at heart.

7

3

E22. The employees of excellent hotels will understand the specific needs of their customers.

3

P22. The employees of XYZ bank understand your specific needs.

7

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