This questionnaire was a part of our project of Services Marketing supervised by Ms Shehely Mam in the year 2016 at the University of Dhaka. As a team, we, Divergent was pleased to have the opportunity to work with our mam. We learned a lot throughout this entire course.

1. Group Profile
DIVERGENT
Sec A
19th Batch
Department of Marketing
Faculty of Business Studies
University of Dhaka
Course Name: Services Marketing
Course No: 421

2. Questionnaire on the Airline Services of Bangladesh
Examination of the impacts of quality, value and customer satisfaction on consumer behavioural intention
in service environments.
Put a tick mark on the correct option:-
Gender: i) Female ii) Male
Age: i) 15 – 25 years ii) 26 – 40 years iii) 41 – 60 years iv) 61 – above
Profession: i) Student ii) Service holder iii) Business person iv) Others
Serial
No.
Question Very high High Neutral Low Very low
1 The price charge to use this facility is
2 The time required to use this facility is
3 The effort that I must make to receive
the services offered is
Serial
No.
Question Strongly
agree
Agree Neutral Disagree Strongly
disagree
4 Generally, the employees provide service
reliably, consistently, and dependable.
5 Generally, the employees are willing and
able to provide service in a timely
manner.
6 Generally, the employees are competent
(i.e., knowledgeable and skilful).
7 Generally, the employees are
approachable and easy to contact.
8 Generally, the employees are courteous,
polite, and respectful.
9 Generally, the employees listen to me
and speak in a language that I can
understand.
10 Generally, employees are trustworthy,

3. believable, and honest.
11 Generally, this facility provides an
environment that is free from danger,
risk, or doubt.
12 Generally, the employees make the effort
to understand my needs.
13 Generally, the physical facilities and
employees are neat and clean.
14 Overall, the value of this facility's
services to me is
15 Compared to what I had to give up, the
overall ability of this facility to satisfy
my wants
and needs are
16 My choice to purchase this service was a
wise one.
17 I think that I did the right thing when I
purchased this service.
18 This facility is exactly what is needed for
this service.
19 The probability that I will use this
facility's services again is
20 The likelihood that I would recommend
this facility's services to a friend is
21 If I had to do it over again, I would make
the same choice.