Professional Documents
Culture Documents
Questionnaire Survey - Service Quality
Questionnaire Survey - Service Quality
NAME
UITM NO.
1.
2014837102
2.
2014867358
3.
2014404352
4.
2014481714
5.
2014605462
6.
2014258014
|1
RELIABILITY
The ability to provide promised services accurately, consistently,
dependably and on time.
1. Koperasi provides
services quickly and
accurately
2. Koperasi gives
immediate response
to customer demands
3. Koperasis operating
hours are convenient
4. Koperasi sell diversity
of goods
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5.
Customer is satisfy
when buying goods in
Koperasi
ASSURANCE
The ability to inspire trust and confdence, e.g. capability, credibility
and courtesy displayed by the staff.
1. Koperasis staffs are
professional
2. Koperasis staffs are
etiquette courtesy
in service
3. Behavior of Koperasis
staffs instill confident
customers
4. Koperasis staff are
able to answer
customers question
5. Overall satisfaction
towards the
Koperasis staff
TANGIBLES
The physical evidences, facilities and images, e.g. office, equipment,
employees, materials, layout, etc.
1. Koperasi have clean
and comfortable
environment
2. Koperasis staffs are
wearing clean attire
3. The facilities in
Koperasi are always
clean
4. Koperasi have
adequate setting and
space
5. Goods are place in
order with proper
tagging
EMPATHY
The ability to treat, relate and understand customers individually,
e.g. accessibility, personal attention, appropriate services
1. Staff shows interest in
solving customers
problem
2. Staff are never too
busy to respond to
customers request
3. Staff gives customers
individual attention
4. Staff understand
specific demands of
each customer
5. The appropriateness
of services
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RESPONSIVENESS
The ability to provide prompt services, immediate attention to
complaints and willingness to help
1. Staff give customer
prompt services
2. Staff always willing to
help customer
3. Staffs dealing
complaints efficiently
4. Customer needs in
accordance with
appropriate
adjustment
5. The effectiveness of
e-Aduan as a channel
use by Koperasi to
get complaints from
customer
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