Framework of Customer Satisfaction and Service Quality
Management at Digos City Warehouse Club Inc.
The RATER (Servqual) service quality framework asks customers about
their expectations and experiences across the five RATER dimensions of
quality. The RATER Model was created by professors Valarie Zeithaml, A.
Parasuraman, and Leonard Berry, and published in their 1990 book,
“Delivering Quality Service.”
Reliability. Ability to perform promised service dependably and accurately.
1 2 3 4 5
1. If a response is promised in a certain time, it happen?
2. Are exact specification of client followed ?
3. Are statement of reports free or error?
4. Is service performed right the first time?
5. Is level of service same at all times of day and for all members
of staff?
ASSURANCE. Possession or required skill and knowledge to perform
services
1 2 3 4 5
6. Can staff provide services without fumbling around?
7. Are materials provided appropriate and up to date?
8. Can staff use the technology quickly and skilfully?
9. Does staff appear to know what they are doing?
Trustworthiness, believability, honesty of the service provider
1 2 3 4 5
10. Does service organization have a good reputation?
11. Do staff members refrain from pressuring the client?
12. Are responses given accurate and consistent with other
reliable sources?
13. Does the organization quarantee its services?
SECURITY: Freedom from danger, risk, or doubt
14. Is it safe to enter the premises and to use the equipment? 1 2 3 4 5
15. Are documents and other information provided for the client
held securely?
16. Are use records of client safe from unauthorized use?
17. Can client be confident that services provided was done
correctly?
TANGIBLES. Appearance of physical facilities. Equipment, personnel, printed
and visual materials.
1 2 3 4 5
18. Are facilities attractive?
19. Are staff dressed appropriately?
20. Are written materials easy to understand?
21. Does technology look modern?
EMPHATY. Making the effort to know customers and their needs
1 2 3 4 5
22. Does someone on staff recognize each regular client and
address them by name?
23. Do staff try to determine what clients specific objectives are?
24. Is level of services and cost of service consistent with what
client requires and can afford?
25. Are services providers showing politeness, respect,
consideration and friendliness?
26. Does staff member have a pleasant demeanour?
27. Does staff refrain from acting busy or being rude when clients
ask questions?
28. Are those who answer the telephone (or emails) considerate
and polite?
29. Do staff observe consideration of the property and values of
clients?
Listening to customers and acknowledging their comments;keeping
customers informed in a language they can understand.
1 2 3 4 5
30. When client contacts services point, will staff person listen to
their problem and demonstrate understanding and concern?
31. Can staff explain clearly the various options available to a
particular query?
32. Do staff avoid using technical jargon when speaking with
clients?
33. Does staff member call if a schedule appointment will be
missed?
RESPONSIVENESS. Willingness to help customers to provide prompt
services
1 2 3 4 5
34. When there is a problem, does the organization respond to it
quickly?
35. Are staff willing to answer client questions?
36. Are public situations treated with care and seriousness?
ACCESS: Approachability and ease of contact
1 2 3 4 5
37. How easy is it to talk to knowledgeable staff member when
client has a problem?
38. Is it easy to reach the appropriate staff person (a) in person (b)
by telephone (c) by email
39.Are services access points conveniently located?
