Service quality of retail stores
1. Completely disagree; 2. Disagree 3. Neither agree nor disagree; 4. Agree; 5.
Completely agree
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Service quality of retail stores
Physical aspects
The store has modern looking equipment and
fixtures
The physical facilities at this store are visually
appealing
The materials such as shopping bags and catalogs
are visually appealing
This store has clean, attractive and convenient
public areas (toilet, fitting room)
The store layout at this store makes it easy for
customers to move around in the store
The store layout at this store makes it easy for
customers to find what they need.
Reliability
When the store promises to do something by a
certain time, it would do
The store provides its services at the time it
promises to do so.
This store performs the service right the first time.
This store has merchandize available when the
customer wants it.
This store insists on error-free sales transactions.
Personal interaction
Employees of this store are knowledgeable to
answer customer queries.
The behaviors of employees of this store instill
confidence in customers.
Customers feel safe in their transactions with this
store.
Employees of this store give prompt service to
customers.
Employees of this store tell customers exactly when
the services would be performed.
Employees of this store are never busy to respond to
Expectation
Performance E-P
1 2 3 4 5 1 2 3 4 5
customers requests.
18 This store gives customers individual attention
19 Employees of this store are consistently courteous to
the customers.
20 Employees of this store treat customers courteously
over telephone.
Problem-solving
21 This store willingly handles returns and exchanges.
22 When customer has a problem, this store shows
sincere interest in solving that.
23 Employees in this store are able to handle customer
complains directly and immediately.
Policy
24 This store offers high quality merchandize.
25 This store provides plenty of convenient parking for
the customers.
26 This store has operating hours convenient to all its
customers.
27 This store accepts most major credit cards.
28. This store offers its own credit card.
Name:
Gender: Male/Female
Age:
Profession:
Qualification:
Mobile no.