Questionnaire Measuring service quality at St.

Antonys Cycle Works BSA Hercules Exclusive Store Perceptions Statements in the Reliability Dimension 1. When St. Antonys Cycle Works promises to do something by a certain time , it does so . 2. When you have a problem , St. Antonys Cycle Works shows a sincere interest in solving it. 3. St. Antonys Cycle Works performs the service right the first time. 4. St. Antonys Cycle Works provides its services at the time it promises to do so. 5. St. Antonys Cycle Works insists on error-free records. Statements in the Responsiveness Dimension 1. St. Antonys Cycle Works keeps customers about when service will be performed. 2. Employees in St. Antonys Cycle Works give you prompt service. 3. Employees in St. Antonys Cycle Works are always willing to help you. 4. Employees in St. Antonys Cycle Works are never too busy to respond to your request . Statements in the Assurance Dimension 1. The behaviour of employees in St. Antonys Cycle Works instills confidence in you. 2. You feel safe in your transactions with St. Antonys Cycle Works . 3. Employees in St. Antonys Cycle Works are consistently courteous with you . 4. Employees in St. Antonys Cycle Works have knowledge to answer your questions . Statements in the Empathy Dimension 1. St. Antonys Cycle Works gives you individual attention . 2. St. Antonys Cycle Works has employees who give you personal attention . 3. St. Antonys Cycle Works has your best interest at heart . 1 1 1 2 2 2 3 3 3 4 4 4 5 5 5 1 1 1 1 2 2 2 2 3 3 3 3 4 4 4 4 5 5 5 5 6 6 6 6 Strongly Disagree 1 2 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 Strongly Agree 6 7 6

3 3 3 3 3 3 3 3 3 -

4 4 4 4 4 4 4 4 4 -

5 5 5 5 5 5 5 5 5 -

7
7

6
6

7
7 7 7

6
-

6 6
6 6 -

7 7
-

7 7 7 7
7 7

6 6
6

4. Employees of St. Antonys Cycle Works understand your specific needs . 5. St. Antonys Cycle Works has operating hours that are convenient to all its customers . Statements in the Tangibles Dimension 1. St. Antonys Cycle Works has modern-looking equipment . 2. St. Antonys Cycle Works physical facilities are visually appealing . 3. St. Antonys Cycle Works employees appear neat .

1 1 1 1 1

2 2 2 2 2

3 3 3 3 3

4 4 4 4 4

5 5 5 5 5

6 6 -

7 7

6 6 6

7 7 7