SERVQUAL Model

The SERVQUAL scale as research model was developed by Parasuraman (1985, 1988). This model
got the substantial attention in recent service quality research. Parasuraman defines expectations of
service as excellent service should be offered, in a particular service industry and perceptions of
service as the evaluation of the service offered by a particular firm in that industry. Parasuraman,
Zeithaml and Berry (1985, 1988, 1990) designed the model evolves five dimensions, which have been
consistently ranked by customers to be most important for service quality. These dimensions are
tangibles, reliability, responsiveness, assurance and empathy. These five factors are described as
follows:

Tangibles: appearance of physical facilities, equipment, and communication materials

Reliability: ability to perform the promised service dependably and accurately
Responsiveness: willingness to help customers and provide prompt service
Assurance: knowledge and courtesy of the employees and their ability to convey trust and confidence
Empathy: the caring, individualized attention the firm provides to its customers.
 HBL Questionnaire

Here we want to conduct a research which focuses on the perceptions of the UMT students towards
the services quality offered at HBL bank in UMT. The questionnaire includes two parts: current status
of the services’ quality offered and the possible ways to improve. So which type of questions should
be asked to the students? Your valuable views are requested.
Please tick in the most appropriate response box which best describe your opinion.
Key: SA (Strongly Agree); A (Agree); ND (Not Decide); DA (Disagree); SD (Strongly Disagree)

1. Rate the current situation of BANK against given factors according to your perceptions.

Perception Variables SA A ND DA SD
Tangibles
BANK locates at convenient place 1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
Reliability
BANK provides the promised service standard 1 2 3 4 5
1 2 3 4 5
Responsiveness
BANK provides good responses 1 2 3 4 5
1 2 3 4 5
Assurance
Staff of BANK inspires trust and confidence to the students 1 2 3 4 5
1 2 3 4 5
Empathy
BANK provides proper attention to the students queries 1 2 3 4 5
1 2 3 4 5
1 2 3 4 5

2. Rate the followings measures that could be taken to improve the services quality of BANK

Suggestion Variables SA A ND DA SD
More staff facilities at the centre 1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5

3. Personal Profile
(Please tick)
Gender Female Male