Servqual

1
Servqual Extracts From Questionnaire

• Part A - Examines customer expectations
• Tangibles - Q 1-4 e.g.
• 1. An excellent hotel will have modern equipment
• 3. Staff at an excellent hotel will appear neat
  e.g. uniform, grooming etc.
• Reliability - Q 5-9 e.g.
• 5. When an excellent hotel promises to do
  something by a certain time, it will do so
• 7. An excellent hotel will perform service right
  the first time
• Responsiveness - Q 10 - 13
• 10. Staff at an excellent hotel will tell patrons
  exactly when services will be performed
• 12. Staff at an excellent hotel will always be
  willing to help patrons

2
Servqual Extracts From Questionnaire
Part A - Customer Expectations Assurance - Q 14 -
17 e.g. 14. The behaviour of staff at an
excellent hotel will instil confidence in
patrons 17. Staff at an excellent hotel will have
the knowledge to answer patrons
requests Empathy - Q 18 - 22 19. An excellent
hotel will have opening hours convenient to all
of its patrons 22. The staff at an excellent
hotel will understand the specific needs of their
patrons Part B - Examines customer perceptions
of this business e.g. 1. This hotel has modern
looking equipment 7. This hotel performs the
service right the first time 17. Staff of this
hotel have the knowledge to answer patrons