Questionnaire

SERVQUAL on public Sector company (LIC of India)

Personal Information:
Name: ______________________________________________________________________________
Age: 25 years or below 26-35 years
36-45 years Above 45 years
Gender: Male Female
Education: Below H.Sc. Completed school education
Graduate Post Graduate
Occupation: Own business Government employee
Professional Student
Housewife Other
Income Less than 1 lakh p.a. 1-3 lakh p.a.
3-5 lakh p.a. More than 5 lakh p.a.

My PERCEPTION of The Firm’s

My DESIRED service level is: service level is:
With regard to:
Low High Low High

1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9
Providing services as promised
Dependability in handling client's problems
Performing services right the first time
Providing the service at the promised time
Keeping clients informed of when something will be done
Prompt service to clients
Willingness to help clients
Readiness to respond to clients' requests
Personnel who instill confidence in their clients
Making clients feel assured
Personnel who are always courteous and considerate
Personnel who have the expertise to look after clients needs
The individual attention that clients get
Personnel who deal with clients in a caring fashion
Personnel who have the client's best interest at heart
Personnel who understand the needs of their clients
The modern equipment and apparatus available
The visually appealing facilities
Personnel who have a neat, professional appearance
The visually appealing communication materials
associated with the service
Convenient office hours