Directions: This survey deals with your opinions of____ services. Please show the extent to which you think firms offering ____ services should possess the features described by each statement. Do this by picking one of the seven number next to each statement. If you strongly agree that these firms should possess a feature, circle the number 7. If you strongly disagree that these firms should posses a feature, circle 1. If your feeling are not strong, circle one of the number in the middle. There are no right or wrong answers — all we are interested in is a number that best shows your expectations about firms offering _____ services.

The dimension of this measurement based on 5 aspects;
(1) Tangibles, (2) Reliability, (3) Responsiveness, (4) Assurance, (5) Empathy

1. They should have up-to-date equipment
2. Their physical facilities should be visually appealing
3. Their employees should be well dressed and appear neat
4. The appearance of the physical facilities of these firms should be in keeping with the type of services provided
5. When these firms promise to do something by a certain time, they should do so
6. When customers have problems, these firms shoudl be sympathetic and reassuring
7. These firms should be dependable
8. They should provide their services at the time they promise to do so
9. They should keep their records accurately
10. They shouldn’t be expected to tell customers exactly when services will be performed
11. It is not realistic for customers to expect prompt service from employees of these firms
12. their employees don’t always have to be willing to help customers
13. It is okay if they are too busy to respond to customer requests promptly
14. customers should be able to trust employees of these firms
15. customers should be able to feel safe in their transactions with these firms’ employees
16. Their Employees should be polite
17. Their employees should get adequate support from these firms to do their jobs well
18. These firms should not be expected to give customers individual attention
19. Employees of these firms cannot be expected to give customers personal attention
20. It is unrealistic to expect employees to know what the needs of their customers are
21. It is unrealistic to expect these firms to have their customers’ best interest at heart
22. They shouldn’t be expected to have operating hours convenient to all their customers

DIRECTIONS: The following set of statements relate to your feelings
about XYZ. For each statement, please show the extent to which you
believe XYZ has the feature described by the statement. Once again, cir-
cling a 7 means that you strongly agree that XYZ has that feature, and
circling a 1 means that you strongly disagree. You may circle any of the
numbers in the middle that show how strong your feelings are. There are
no right or wrong answers -all we are interested in is a number that best
shows your perceptions about XYZ.
P1. XYZ has up-to-date equipment.
P2. XYZ’s physical facilities are visually appealing.
P3. XYZ’s employees are well dressed and appear neat.
P4. The appearance of the physical facilities of XYZ is in keeping with
the type of services provided.
PS. When XYZ promises to do something by a certain time, it does so.
P6. When you have problems, XYZ is sympathetic and reassuring.
P7. XYZ is dependable.
P8. XYZ provides its services at the time it promises to do so.
P9. XYZ keeps its records accurately.
P10. XYZ does not tell customers exactly when services will be per-
formed. (-)
P11. You do not receive prompt service from XYZ’s employees. (-)
P12. Employees of XYZ are not always willing to help customers. (-)
P13. Employees of XYZ are too busy to respond to customer requests
promptly. (-)
P14. You can trust employees of XYZ.
P15. You feel safe in your transactions with XYZ’s employees.
P16. Employees of XYZ are polite.
P17. Employees get adequate support from XYZ to do their jobs well
P18. XYZ does not give you individual attention
P19. Employees of XYZ do not give you personal attention
P20. Employees of XYZ do not know what your needs are
P21. XYZ does not have your best interests in hearth
P22. ZYX does not have operating hours convenient to all their customers