Questionnaire for Service Quality Management can be used for analysing the service quality in XYZ Retail Store. This questionnaire on service quality is helpful for the retail stores to improve their service quality.
Q1. Have you ever visited XYZ Retail ?a. Yes
b. No
Q2. Reason for using Visit?
a. Brand Name
b. Price
c. Range of Products
d. Quality
e. Recommended by Friends
Q3. How do you rate the price of Products sold at XYZ Retail ?
a. High
b. Average
c. Low
Q4. How do you rate the Quality of Products sold at XYZ Retail ?
a. Good
b. Average
c. Not Up to the Mark
Q5. How do you rate the range of Products sold at XYZ Retail ?
a. Good
b. Average
c. Poor
Q6. The physical facilities at this store are visually appealing.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q7. Materials associated with this store’s service (such as shopping bags, catalogues or statements) are visually appealing.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q8. This store has clean, attractive, and convenient public areas (e.g., rest rooms)
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q9. The store layout at this store makes it easy for customers to find what they need.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q10. When this store promises to do something by a certain time, it will do so.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q11. This store provides its services at the time it promises to do so.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q12. This store has merchandise available when the customers want it.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q14. Employees in this store have the knowledge to answer customers’ questions
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q15. The behaviour of employees in this store instills confidence in customers.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q16. Customers feel safe in their transactions with this store.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q17. Employees in this store give prompt service to customers.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q18. This store gives customers individual attention
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q19. Employees in this store are consistently courteous with customers.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q20. Employees in this store treat customers courteously on the telephone.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q21. This store willingly handles returns and exchanges.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q22. When a customer has a problem, this store shows a sincere interest in solving it.
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q23. This store has operating hours convenient for all its customers
a. Strongly Agree
b. Agree
c. Neutral
d. Disagree
e. Strongly Disagree
Q24. Are you satisfied with the overall service quality of the store.
a. Yes
b. No