THE GAP BETWEEN EXPECTED AND ACTUAL SERVICE QUALITY OF ORGANIZED RETAIL STORES IN HYDERABAD
The store layout makes it easy for customers to find what they need.
1
2
3
4
5
6. The store layout makes it easy for customers to move around the store.
1
2
3
4
5
7. When the store promises to do something by a certain time, it will do so.
1
2
3
4
5
8. The store insists on error-free sales transactions and records.
1
2
3
4
5
9. Sales person in the store give prompt service to customers.
1
2
3
4
5
10. Sales person in the store are consistently courteous with customers.
1
2
3
4
5
11. Sales person in the store are never too busy to respond to customer’s requests.
1
2
3
4
5
12. The store offers high quality merchandise.
1
2
3
4
5
13. The store gives customers individual attention.
1
2
3
4
5
14. When a customer has a problem, the store shows a sincere interest in solving it.
1
2
3
4
5
15. Sales person of the store are able to handle customer complaints directly and immediately.
1
2
3
4
5
Section C: Please express your opinion on the following questions regarding a Retail Store by marking an appropriate number.
Strongly Disagree
Disagree
Neutral
Agree
Strongly
Agree
1. A Retail store should have modern-looking equipments and fixtures.
1
2
3
4
5
2. The physical facilities at a Retail store should be visually appealing.
1
2
3
4
5
3. Materials associated with a Retail store’s service (such as shopping bags, catalogs, or statements) should be visually appealing.
1
2
3
4
5
4. A Retail store must have cleaned, attractive, and convenient public areas (try rooms, fitting room).
1
2
3
4
5
5. The store layout at a Retail store should make it easy for customers to find what they need.
1
2
3
4
5
6. The store layout at a Retail store should make it easy for customers to move around the store.
1
2
3
4
5
7. When a Retail store promises to do something by a certain time, it should do so.
1
2
3
4
5
8. A Retail store must insist on error-free sales transactions and records.
1
2
3
4
5
9. Sales persons in a Retail store should give prompt service to customers.
1
2
3
4
5
10. Sales persons in Retail store should never too busy to respond to customer’s requests.
1
2
3
4
5
11. Sales persons in a Retail store should be consistently courteous with customers.
1
2
3
4
5
12. A Retail store should give customers individual attention.
1
2
3
4
5
13. A Retail store should offer high quality merchandise.
1
2
3
4
5
14. When a customer has a problem, Retail store’s person must show a sincere interest in solving it.
1
2
3
4
5
15. Sales person of Retail store should be able to handle customer complaints directly and immediately.
1
2
3