Service Marketing

Assignment: VIII

Topic: SERVQUAL QUESTIONNAIRE

Submitted by: Group- II

[A.Achyut, Akshay V Kumar, Deepak.R, Kali Bharath,
Manish Mohan, Sabith Ahmed, Vivin R.K]
Amrita School of Business
Amritapuri Campus
5th December 2014

Respected Sir/Madam,
Kindly spare a few minutes to take this quality survey. There are no right or wrong
answers. All answers are according to your experience of Sreekrishna restaurant. The
details you provide will be used for improving the service of Sreekrishna restaurant and
the information will be kept confidential. Anonymity will be assured.
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Name: __________________________
Rating Scale 1 to 7
Where, Strongly Disagree for 1

to

7- for Strongly Agree

Tangibles
P1. Sreekrishna restaurant has modern looking equipment.
P2. Sreekrishna restaurant's physical facilities are visually appealing.

P3. The waiters and other employees at the restaurant are neat appearing.

P4. Materials associated with the service (such as glasses, tables, plates etc) are
visually appealing at the restaurant.

Reliability
P5. Services are provided at the time the restaurant promises to do.
P6. When a customer has a problem, the restaurant shows a sincere interest in
solving it.
P7. The restaurant performs the service right the first time.

P8. Restaurant insists on error free records- like receipts , menu

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Responsiveness
P9. Employees in the restaurant tell you exactly when service will be
performed.
P10. Employees in the restaurant give prompt services to you.

P11. Employees in the restaurant are always willing to help you.

P12. Employees in the restaurant are never too busy to respond to your request.

Assurance
P13. The behaviour of the employees in the restaurant instils confidence in you.

P14. You feel safe in their transactions.

P15. Employees in the restaurant are consistently courteous with you.

P16. Employees in the restaurant have the knowledge to answer your questions.

Empathy
P17. The restaurant gives you individual/personal attention.

P18. The restaurant's operating hours are convenient to you.

P19. The hotel (management/employees) understands specific needs of yours

P20. The restaurant has your best interest at heart.

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1. The overall quality of services provided by my restaurant is excellent.

Strongly Disagree 1

7 Strongly Agree

2. I am satisfied with the products and services provided by restaurant.

Strongly Disagree 1

7 Strongly Agree

Thank you for your valuable time !!

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