The Original 22 SERVQUAL Questions
Jaap de Jonge, Management Consultant, Netherlands
The initial questionnaire as described in the paper: "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality" by A. Parasuraman, Valarie A. Zeithaml and Leonard L. Berry (Journal of Retailing, Volume 64, Number 1, Spring 1988) mentions 22 questions 'for assessing customer perceptions of service quality in service and retailing organizations', which are to be rated using a Likert scale (a seven-point scale ranging from "Strongly Agree" (7) to "Strongly Disagree" (1) with no verbal labels for the intermediate scale points.
The standard 22 questions (which are to be presented in random order in the questionnaire!) are:
Q1. ABC has up-to-date equipment.
Q2. ABC's physical facilities are visually appealing.
Q3. ABC's employees are well dressed and appear neat.
Q4. The appearance of the physical facilities of ABC is in keeping with the type of services provided.
Q5. When ABC promises to do something by a certain time, it does so.
Q6. When you have problems, ABC is sympathetic and reassuring.
Q7. ABC is dependable.
Q8. ABC provides its services at the time it promises to do so.
Q9. ABC keeps its records accurately.
Q10. ABC does not tell customers exactly when services will be performed. ( - )
Q11. You do not receive prompt service from ABC's employees. ( - )
Q12. Employees of ABC are not always willing to help customers. ( - )
Q13. Employees of ABC are too busy to respond to customer requests promptly. ( - )
Q14. You can trust employees of ABC.
Q15. You feel safe in your transactions with ABC's employees.
Q16. Employees of ABC are polite.
Q17. Employees get adequate support from ABC to do their jobs well.
Q18. ABC does not give you personal attention. ( - )
Q19. Employees of ABC do not give you personal attention. ( - )
Q20. Employees of ABC do not know what your needs are. ( - )
Q21. ABC does not have your best interest at heart. ( - )
Q22. ABC does not have operating hours convenient to all customers. ( - ).