This document contains a questionnaire about service quality in retail stores. It asks respondents to rate their expectations and the actual performance of stores across several dimensions of service quality on a scale of 1 to 5. These dimensions include physical aspects of the store like facilities and layout, reliability in keeping promises and having products available, personal interactions with employees in terms of knowledge, courtesy and attention to customers, problem solving related to returns and complaints, and store policies around quality, parking, hours and payments. The respondent is providing this questionnaire as part of an MBA coursework assignment on researching service quality in retail stores.

1. Service quality of retail stores
Dear Sir, like all MBA students, I have to make a presentation to my college, Regional College
of Management, as a course work on a research topic. I have been assigned this topic for study. I
request you to spare few minutes of your valuable time to answer this questionnaire. All the
details would be used for academic purpose only and would be kept secret.
1. Completely disagree; 2. Disagree 3. Neither agree nor disagree; 4. Agree; 5.
Completely agree
Sl. Service quality of retail stores Expectation Performance E-P
Physical aspects 1 2 3 4 5 1 2 3 4 5
1 The store has modern looking equipment and
fixtures
2 The physical facilities at this store are visually
appealing
3 The materials such as shopping bags and catalogs
are visually appealing
4 This store has clean, attractive and convenient
public areas (toilet, fitting room)
5 The store layout at this store makes it easy for
customers to move around in the store
6. The store layout at this store makes it easy for
customers to find what they need.
Reliability
7 When the store promises to do something by a
certain time, it would do
8 The store provides its services at the time it
promises to do so.
9 This store performs the service right the first time.
10 This store has merchandize available when the
customer wants it.
11 This store insists on error-free sales transactions.
Personal interaction
12 Employees of this store are knowledgeable to
answer customer queries.
13 The behaviors of employees of this store instill
confidence in customers.
14 Customers feel safe in their transactions with this
store.
15 Employees of this store give prompt service to
customers.
16 Employees of this store tell customers exactly when
the services would be performed.
17 Employees of this store are never busy to respond to

2. customers requests.
18 This store gives customers individual attention
19 Employees of this store are consistently courteous to
the customers.
20 Employees of this store treat customers courteously
over telephone.
Problem-solving
21 This store willingly handles returns and exchanges.
22 When customer has a problem, this store shows
sincere interest in solving that.
23 Employees in this store are able to handle customer
complains directly and immediately.
Policy
24 This store offers high quality merchandize.
25 This store provides plenty of convenient parking for
the customers.
26 This store has operating hours convenient to all its
customers.
27 This store accepts most major credit cards.
28. This store offers its own credit card.
Name: Age: Qualification:
Gender: Male/Female Profession: Mobile no.
[Note: In case of an MBA student basic qualification]