SERVQUAL Questionnaire of Five Dimensions
1. Tangibles
a. Please rate the cleanliness and appearance of our facilities.
- Very Poor
- Poor
- Fair
- Good
- Excellent
b. How would you rate the appearance and professionalism of our staff?
- Very Unprofessional
- Unprofessional
- Neutral
- Professional
- Very Professional
2. Reliability
a. How would you rate the consistency of our service delivery?
- Very Inconsistent
- Inconsistent
- Neutral
- Consistent
- Very Consistent
b. Please rate the accuracy and precision of our service.
- Very Inaccurate
- Inaccurate
- Neutral
- Accurate
- Very Accurate
3. Responsiveness
a. How would you rate the promptness of our staff in addressing your needs?
- Very Slow
- Slow
- Neutral
- Fast
- Very Fast
b. Please rate our staffâs willingness to assist you.
- Very Unwilling
- Unwilling
- Neutral
- Willing
- Very Willing
4. Assurance
a. How confident are you in the competence of our staff to fulfill your needs?
- Not Confident at All
- Slightly Confident
- Neutral
- Confident
- Very Confident
b. Please rate the level of trustworthiness exhibited by our staff.
- Not Trustworthy at All
- Slightly Trustworthy
- Neutral
- Trustworthy
- Very Trustworthy
5. Empathy
a. How well do our staff members understand your individual needs?
- Poor Understanding
- Fair Understanding
- Neutral
- Good Understanding
- Excellent Understanding
b. Please rate the level of care and concern shown by our staff towards your needs.
- Very Little Care and Concern
- Little Care and Concern
- Neutral
- Moderate Care and Concern
- High Care and Concern
SERVQUAL Model: Dimensions, Questionnaire, Application, Pros and Cons
In the 1980s, Zeithaml, Parasuraman, and Berry forged a groundbreaking tool for evaluating service quality, known as the SERVQUAL Model. This widely accepted framework enables businesses to systematically assess the perceived quality of their services by comparing customersâ expectations with their actual experiences. Its five key dimensions â tangibles, reliability, responsiveness, assurance, and empathy â offer a comprehensive view of service quality. By uncovering the gaps between expectation and perception, organizations can target areas for improvement and enhance their overall delivery. Ultimately, the SERVQUAL Model empowers businesses across industries to effectively understand and meet the evolving needs of their customers.
Geeky Takeaways:
- The SERVQUAL Model, developed in the 1980s, is a widely used framework for assessing service quality.
- It identifies five key dimensions: tangibles, reliability, responsiveness, assurance, and empathy.
- These dimensions are crucial for determining the quality of service.
- This model is valuable for businesses seeking to enhance customer satisfaction and loyalty.
Table of Content
- What is the SERVQUAL Model?
- Dimensions of SERVQUAL Model
- SERVQUAL Questionnaire of Five Dimensions
- Applications of SERVQUAL
- Advantages of SERVQUAL Model
- Disadvantages of SERVQUAL Model
- Frequently Asked Questions (FAQs)
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