Part II Survey of your expectations and perceptions towards service quality of mentioned

Leasing Company
Based on your experiences as a customer of any leasing company Sri Lanka, please put a tick () in a

box
which mostly explains your attitudes.
a) level of EXPECTATION/PERCEPTION towards service quality the company
The score level are described as 5 = highest, 4
= high, 3 = moderate, 2 = low and 1 = lowest
Dimensions
Tangibility
5
4

Level of Score
3
2
The Staff dress appropriately

8.
The staff provide the service with smiling
9.
The staff have attractive appearance [E.g.
elegant, smart, etc.]

10.
Reliability

11.
12.
13.
14.
Responsiven
ess

16.
17.

18.

The staff performs the service right at the first

time.
(As you observation)
The staff offer you some help. [When filling
the loan application, Door step service (Visit
guarantors to sign)]
3
2
1
The staff tells you exactly when service will be
provided. [E.g. the time of issuing purchase
order, when the supplier cheque will release]
The staff gives you a prompt service. [E.g.
When you come office, they give the service
without delay]
The staff is willing to help you.
[E.g. guiding you to re-pay correctly]

15.

Assurance

3
2
1
The staff can provide you the service as
promised.
[E.g. As per company advertisements]
The staff provides you accurate information.
[E.g. Interest rate, Other Charges, etc.]

3
2
1
The staff has the product knowledge. [E.g.
describing all type of leasing facilities and pros
n cons of them]

The staff has required skill to perform service.

[E.g. they can make a good relationship with
you]
The staff speak with you by using an
appropriately address forms. [E.g. Hello, May
I help you, Sir/Madam, Ayubowan]
The staff are trustworthy

19.
20.
21.

The staff make you feel safe when getting a

leasing facility from them

22.
Empathy

23.

3
2
1
The staff are able to communicate with you in
your language

24.

The staff are able to communicate effectively

with you

25.

The staff shows personal attention to you.

[E.g. Calling you in your personal matter, etc.]
The staff knows your specific needs.

26.