Standard SERVQUAL Questionaire

SERVQUAL
Knowledge Center

 
SERVQUAL > Best Practices

Sign up


Asghar Sarrafizadeh
Professor, Iran
Is there a standard questionnaire for SERVQUAL? (...) Read more? Sign up for free

  Eudora Hagan
Teacher, Ghana
 

Standard SERVQUAL Questionnaire

In my opinion, you can adopt the standard questionnaire and modify it to suit the area of investigation.

  Bogale Ditebo
Student (University), Botswana
 

Standard SERVQUAL Questionnaire

You can adopt the standard format and customize it to suit your environment. That's the good thing about the instrument - flexibility.

  Wilma Batista Souza Cruz
Student (University), Brazil
 

Standard SERVQUAL Questionnaire

I don't know if this message helps anyway, but you need to validate a modified questionnaire based on the standard one before applying it in some research project.

  Jaap de Jonge
Editor, Netherlands
 

The Original 22 SERVQUAL Questions

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. ( - ).

  Mehrdad
Business Consultant, India
 

The Standard SERVQUAL Questions

It was great for me to join in this 12manage group (...)

 

More on SERVQUAL
Summary
Forum
Alternative Models to the SERVQUAL model?
SERVQUAL for Product Quality
Service Quality in Insurance
SERVQUAL in Business to Business (B2B)
Profitable Value Added Services
SERVQUAL in Production of Software
How to analyze a Supply Chain Using SERVQUAL Model?
Explanation of the SERVQUAL Gaps
Impact of Service Delivery on Strategy
Zone of Tolerance in Service Quality Expectations
Thesis on Challenges of Customer Service in Hotel Enterprises
Definitions of Service Value
🔥Limiting SERVQUAL Dimensions
Lodging Quality Index (Getty)
SERVQUAL in IS System
GAP Model versus SERVQUAL Model
How the SERVQUAL Model is Applicable in Health Care Organizations
Is the SERVQUAL Model Free to Use? License?
SERVQUAL for Evaluating Customer Perception on ELearning Systems
SERVQUAL Questionnaire for Logistics Company (Forwarding)
Customer Service is an Opportunity to Differentiate your Business
Data Analysis Using SERVQUAL Model
SERVQUAL in Public Services
Best Practices
Calculating the variations in expectations in SERVQUAL
Validity test of servqual
Gap 5 in SERVQUAL model
Analysing SERVQUAL with SPSS
SERVQUAL Data Analysis with Excel
Standard SERVQUAL Questionaire
Extra Servqual Dimensions
How to deal with Change in Perceptions in SERVQUAL?
Using SERVQUAL for Employee Satisfaction
Referencing 12manage
Weighted and Unweighted Average SERVQUAL Scores?
SERVQUAL in Software Services
Analyzing Gap 4 of SERVQUAL
SERVQUAL Method at Airlines
Designing a SERVQUAL Questionaire
Special Interest Group

Are you interested in SERVQUAL? Sign up for free

Notify your students

Copy this into your study materials:

and add a hyperlink to:

Link to this discussion

Copy this HTML code to your web site:


SERVQUAL
Knowledge Center

 


About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
2021 12manage - The Executive Fast Track. V15.7 - Last updated: 24-1-2021. All names of their owners.