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Hypermarket Service Quality Survey

The document is a SERVQUAL questionnaire being administered to respondents to gather their input and feedback on hypermarkets. It contains 16 questions regarding various aspects of hypermarket service quality such as physical appearance, product selection and displays, promotions, fulfillment of service commitments, billing accuracy, staff service levels, and operating hours. Respondents are asked to indicate their level of agreement on a 7-point scale ranging from strongly disagree to strongly agree.

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kum3132
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889 views3 pages

Hypermarket Service Quality Survey

The document is a SERVQUAL questionnaire being administered to respondents to gather their input and feedback on hypermarkets. It contains 16 questions regarding various aspects of hypermarket service quality such as physical appearance, product selection and displays, promotions, fulfillment of service commitments, billing accuracy, staff service levels, and operating hours. Respondents are asked to indicate their level of agreement on a 7-point scale ranging from strongly disagree to strongly agree.

Uploaded by

kum3132
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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SERVQUAL QUESTIONNAIRE

Dear Respondents, We, students of School of Management, are doing a project and in the process, we need your valuable inputs to add meaning to our project work. All the information provided will be used for academic purpose only. 1. The physical appearance will be neat Strongly Disagree
1 2 3 4 5 6

Strongly Agree
7

2. The merchandize at display will be visually appealing Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

3. Excellent hypermarkets will have a wide range of brands under one roof (be it merchandize, be it household goods, be it eatables) Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

4. Excellent hypermarkets will have a wide range of various products under one roof (be it merchandize, be it household goods, be it eatables) Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

5. Customers visit hypermarkets when different Innovations are offered (Wednesday Bazaar, Maha Bachat) Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

6. When excellent hyper markets will promise to attend their customers through the help desk they will do so (mostly as in case of exchange) Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

7. Excellent hyper markets will provide their services at the time they promise to do so (as in case of alteration) Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

8. Hyper markets will insist on error free billing Strongly Disagree


1 2 3 4 5 6

Strongly Agree
7

9. Staff in excellent hyper markets will give prompt service to the customers regarding the availability of the product Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

10. Staff in excellent hyper markets will be willing to help the customers in locating the product Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

11. Staff in excellent hyper markets will ensure that the customers visit the same market again Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

12. Staff in excellent hyper markets will be constantly courteous with their customers Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

13. Staff in excellent hyper markets will have the knowledge about the product and will be able to answer to the customers (specially regarding beauty products) Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

14. Staff in excellent hyper markets will attend to all their customers equally even on a day of huge crowd Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

15. Staff of excellent hyper markets will understand the specific needs of the customers Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

16. Excellent hyper markets will have convenient working/shopping hours Strongly Disagree Strongly Agree
1 2 3 4 5 6 7

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