Servqual Model
Servqual Model
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.
Agree (4)
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.