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Servqual Model

The document outlines the SERVQUAL dimensions and ratings for evaluating a grocery store. It measures tangibles, reliability, responsiveness, assurance, and empathy across 5 statements each using a 5-point Likert scale ranging from strongly disagree to strongly agree. The dimensions examine factors like equipment, facilities, employee appearance, cleanliness, promises, problem solving, accuracy, promptness, willingness to help, safety, politeness, knowledge, attention, convenience, personal service, customer interest, and understanding of customer needs.
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0% found this document useful (0 votes)
53 views1 page

Servqual Model

The document outlines the SERVQUAL dimensions and ratings for evaluating a grocery store. It measures tangibles, reliability, responsiveness, assurance, and empathy across 5 statements each using a 5-point Likert scale ranging from strongly disagree to strongly agree. The dimensions examine factors like equipment, facilities, employee appearance, cleanliness, promises, problem solving, accuracy, promptness, willingness to help, safety, politeness, knowledge, attention, convenience, personal service, customer interest, and understanding of customer needs.
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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SERVQUAL Dimensions/Ratings

Tangibles
1 Grocery store has up-to-date equipments. 2 Physical facilities are virtually appealing. 3 Employees are well dressed and appear neat. 4 Physical environment of the grocery store is clean.

Strongly Disagree (1)

Disagree Neutral (2) (3)

Agree (4)

Strongly Agree (5)

Reliability
1 When they promise to do something by a certain time, they do it. 2 When customer has a problem, they should show sincere interest in solving the problem. 3 Grocery stores perform the service right the first time. 4 They provide their services at the time they promise to do so. 5 Grocery stores keep their records accurately.

Responsiveness
1 Employees make information easily obtainable by customers. 2 Employees give prompt services to customers. 3 Employees are always willing to help customers. 4 Employees are never too busy to respond to customers requests.

Assurance
1 The behavior of employees instill confidence in customers 2 Customers feel safe in their transactions with the employees 3 Employees are polite to customers. 4 Employees of grocery stores have knowledge to answer customers questions.

Empathy
1 Grocery store gives customers individual attention. 2 Operating hours of grocery stores are convenient to customers. 3 Employees of grocery stores give customers personal service. 4 Grocery stores have their customers interest at heart. 5 Employees of grocery stores understand the specific needs of their customers.

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