SERVQUAL Template

Expectation Survey Perception Survey E P Gap

Excellent ________ will have modern looking equipment "XYZ company" has modern looking equipment      
The physical facilities at Excellent ________ will be visually appealing "XYZ company"’s physical facilities are visually appealing      
Tangibility Employees at Excellent ________ will be neat appearing ABC hotle’s reception desk employees are neat appearing      
Materials associated with the service (such as welcome, no smoking Materials associated with the service (such as welcome, no smoking
statements) will be visually appealing at an Excellent ________ statements) are visually appealing at "XYZ company"      
When Excellent ________ promise to do something by a certain time, they When "XYZ company" promises to do something by a certain time, it
do does so      
When a customer has a problem, excellent _________ hotels will show a When you have a problem, "XYZ company" shows a sincere interest in
sincere interest in solving it solving it      
Reliability
Excellent ________ will perform the service right the first time "XYZ company" performs the service right the first time      
Excellent ________ will provide the service at the time they promise to do
"XYZ company" provides its service at the time it promises to do so
so      
Excellent ________ will insist on error free records "XYZ company" insists on error free records      
Employees of Excellent ________ will tell customers exactly when services Employees in "XYZ company" tell you exactly when services will be
will be performed performed      
Responsivenes Employees of Excellent ________ will give prompt service to customers Employees in "XYZ company" give you prompt service      
s Employees of Excellent ________ will always be willing to help customers Employees in "XYZ company" are always willing to help you      
Employees of Excellent ________ will never be too busy to respond to Employees in "XYZ company" are never too busy to respond to your
customers’ requests request      
The behavior of employees in Excellent ________ will instill confidence in The behavior of employees in "XYZ company" instills confidence in
customers you      
Customers of Excellent ________ will feel safe in transactions You feel safe in your transactions with "XYZ company"      
Assurance Employees of Excellent ________ will be consistently courteous with
Employees in "XYZ company" area consistently courteous with you
customers  
Employees of Excellent ________ will have the knowledge to answer Employees in "XYZ company" have the knowledge to answer your
customers’ questions questions      
Excellent ________ will give customers individual attention "XYZ company" gives you individual attention      
Excellent ________ will have operating hours convenient to all their
"XYZ company" has operating hours convenient to all its customers
customers      
Empathy Excellent ________ have employees who give customers personal attention "XYZ company" has employees who give you personal attention      
Excellent ________ will have their customer’s best interests at heart "XYZ company" has your best interest at heart      
The employees of excellent _____ will understand the specific needs of
The employees of "XYZ company" understand your specific needs
their customers      
Total    
Please refer to the article on SERVQUAL Questionnaire on Managementweekly.org to learn how to use this template. Survey adopted from Parasuraman et al, 1988

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