Transcript Servqual – Extracts From Questionnaire

Servqual – Extracts From Questionnaire
 Part A - Examines customer expectations
 Tangibles - Q 1-4 e.g.
 1. An excellent hotel will have modern equipment
 3. Staff at an excellent hotel will appear neat e.g. uniform,
grooming etc.
 Reliability - Q 5-9 e.g.
 5. When an excellent hotel promises to do something by a
certain time, it will do so
 7. An excellent hotel will perform service right the first time
 Responsiveness - Q 10 - 13
 10. Staff at an excellent hotel will tell patrons exactly when
services will be performed
 12. Staff at an excellent hotel will always be willing to help
patrons
Servqual – Extracts From Questionnaire
Part A - Customer Expectations
Assurance - Q 14 - 17 e.g.
14. The behaviour of staff at an excellent hotel will instil confidence in
patrons
17. Staff at an excellent hotel will have the knowledge to answer
patron’s requests
Empathy - Q 18 - 22
19. An excellent hotel will have opening hours convenient to all of its
patrons
22. The staff at an excellent hotel will understand the specific needs of
their patrons
Part B - Examines customer perceptions of this business e.g.
1. This hotel has modern looking equipment
7. This hotel performs the service right the first time
17. Staff of this hotel have the knowledge to answer patrons