BACKGROUND INFORMATION OF RESPONDENT (Please tick where applicable)

1.Gender:

Male

2.Age:

Below 20

Female

Between 21-25
Between 26-30
Between 31-35
Between 36-40
Above 41 years old
4.Status:

Single

5.Monthly income:

Married

Others

Below 1000
Between 1000 2000
Between 2001 3000
Between 3001 4000
Above 4001

6.Occupation:

Executive

Non executive

Self employed

Others

GENERAL INFORMATION
1.Types of customers:

General

2.What encourages you to subscribe with:

Business Customer
Advertising

Recommended by friends / family

SERVICE QUALITY DIMENSIONS

For this section, please rate how strongly you agree or disagree with each of the following statements by
circling the appropriate numbers.

Dimension

Tangibles

Statement

1. Up-to-date
equipment
2. Physical facilities
are visually appealing
3. Employees well
dressed
4. appearance of the
physical are consistent

Reliability

5. Provide Promised
Service.
6. Can always reach
any time as want.
7. The phone line is
always clear.
8. Can access
information as want.
9. When have a
problem with services
shows interest.

Responsiveness

10. Actions are

immediately when
complain is made.
11. Tell about exactly
when service will be
performed.
12. Give prompt
service.
13. Willing to help.

Strongly
Disagree
(Score-1)

Disagree
(Score-2)

Moderate
(Score-3)

Agree
(Score-4)

Strongly
agree
(Score-5)

Assurance

14. Knowledgeable
about their products.
15. Are able to solve
problem with
satisfactory.
16. Agents are very
helpful.
17. Employees instill
confidence in me.

Empathy

18. Firm give each

customer individual
attention
19. Employees give
each customer
individual attention
20. It is unrealistic to
expect employees to
understand the needs
of customers
21. It is unreasonable
to expect employees
to have best interest
of customers
22. Firms should not
necessarily have to
operate at hours
convenient to all
customers
Unweighted Average SERVQUAL score:

Table 1 - Calculation of SERVQUAL Scores

Features

Points

1. The appearance of the bkash physical facilities, equipment,

personnel and communication materials.
2. The bkash's ability to perform the promised service dependably
and accurately
3. The bkashs willingness to help customers and provide prompt
service.
4. The knowledge and courtesy of the bkash's employees and their
ability to convey trust and confidence.
5. The caring individual attention the bkash provides its customers.
Total:

100

Table 2 - SERVQUAL Importance Weights

SERVQUAL Dimension

Score from Table

1

Weighting from
Table 2

Tangibility
Reliability
Responsiveness
Assurance
Empathy

Average Weighted score:

Table 3 - Calculation of Weighted SERVQUAL Scores

Weighted
Score