Questionaire

Dear Participants, I am a student of MS (Marketing) at National University of Modern Languages, Islamabad campus. I am conducting a research on “Service Quality impact on Customer Satisfaction’’. Kindly provide few minutes from your precious time to fill up this information and return. Any information obtained for this purpose will be kept strictly confidential and will only be used for academic purpose. Your cooperation will be highly appreciated in this regard.

Thank You!

Yours truly:

Asma Abdul Aziz

Questionnaire

General Information

1) Name:

2) Gender: Male Female

3) Age group: 21-25 26-30 above 30

4) Income Level below 20,000 20,000-40,000 above 40,000

5) Education Level Intermediate Bachelors Masters

* Mark the different questions according to the scale ranging from strongly disagree to strongly agree.

S.NO | Items | Strongly Disagree | Disagree | Neutral | Agree | Strongly Agree |

| Tangibility | | | | | |

1) | Firm has modern looking equipment | | | | | |

2) | Physical facilities are excellent and visually appealing | | | | | |

3) | Employees appearance is neat and tidy | | | | | |

4) | Materials associated with services such as pamphlets and statements are visually appealing | | | | | |

| Reliability | | | | | |

5) | When the company promises to do something by a certain time, they do so. | | | | | |

6) | When I have a problem, they show sincere interest in solving it. | | | | | |

7) | Company performs the services, the right the first time. | | | | | |

8) | They provide their services at the time they promise to do so | | | | | |

9) | The firm insist on error-free record | | | | | |

| Responsiveness | | | | | |

10) | The company tells me exactly when the services...