This section of the survey deals with your opinions of Samsung
mobile service centres. Please show the extent to which you
think Samsung mobile service centres should possess the
following features.
You should rank each statement as follows:
Strongly Strongly
Disagree Agree
1 2 3 4 5 6 7
Statement Score
1. Samsung mobile service centres will have modern
looking equipment.
2. The physical facilities at excellent Samsung mobile
service centre will be visually appealing.
3. Employees at excellent Samsung mobile service centres
will be neat in their appearance.
4. Materials associated with the service (pamphlets or
statements) will be visually appealing at an excellent
Samsung mobile service centre.
5. When excellent Samsung mobile service centres
promise to do something by a certain time, they do.
6. When a customer has a problem, excellent Samsung
mobile service centres will show a sincere interest in
solving it.
7. Excellent Samsung mobile service centres will perform
the service right the first time.
8. Excellent Samsung mobile service centres will provide
the service at the time they promise to do so.
9. Excellent Samsung mobile service centres will insist on
error free records.
10. Employees of excellent Samsung mobile service centres
will tell customers exactly when services will be
performed.
11. Employees of excellent Samsung mobile service centres
will give prompt service to customers.
12. Employees of excellent Samsung mobile service centres
will always be willing to help customers.
Statement Score
13. Employees of excellent Samsung mobile service centres
will never be too busy to respond to customers'
requests.
14. The behaviour of employees in excellent Samsung
mobile service centres will instil confidence in customers
15. Customers of excellent Samsung mobile service centres
will feel safe in transactions.
16. Employees of excellent Samsung mobile service centres
will be consistently courteous with customers.
17. Employees of excellent Samsung mobile service centres
will have the knowledge to answer customers' questions.
18. Excellent Samsung mobile service centres will give
customers individual attention.
19. Excellent Samsung mobile service centres will have
operating hours convenient to all their customers.
20. Excellent Samsung mobile service centres will have
employees who give customers personal service.
21. Excellent Samsung mobile service centres will have their
customers' best interest at heart.
22. The employees of excellent Samsung mobile service
centres will understand the specific needs of their
customers.
