UNIVERSITY NAME

Dear Respondent,

I am doing a research in Supply Chain Management at Iqra University, Main Campus, Karachi,
Pakistan. I am conducting a research study titled “Customer Satisfaction in the Hotel Industry of
Karachi: A SERVPERF Analysis”, under my supervisor (SUPERVISOR NAME). I need your help to best
understand the relationship between variables.

Kindly take your time to participate in this study by answering the attached questionnaire.

The respondent will be kept anonymous. Your personal data and demographics will not be made
available to anyone at any cost. The information will be used only for academic purposes.

If you have any questions or concerns about the questionnaire or about participating in this study, you may
contact me at EMAIL@yahoo.com; you can also request for key research findings through same email
address.

Thanks for your cooperation,

Sincerely,

STUDENT NAME
University Name, Karachi,
Pakistan.
Cell# 0000-1234567
 PERSONAL INFORMATION

Name: __________________________________________________________

Contact #. _______________________________________

Email ID._______________________________________

Gender: Male Female

Age:
1. Less than 21
2. 21 to 30
3. 31 to 40
4. 41 to 50
5. Above 50

Education:
1. Undergraduate
2. Graduate
3. Post Graduate

Occupation:
Please Specify:__________________

Thank you for your cooperation.

 Items/Factors of Service Quality
Divisions Items Source
Adapted from Cronin & Taylor
Service Quality Tangibility (1992)
  Reliability  
  Responsiveness  
  Assurance  
  Empathy  
CUSTOMER SATISFACTION
Please select ( ) the appropriate box
Research Topic: “Customer Satisfaction in the Hotel Industry of Karachi: A SERVPERF Analysis”
Tangibility SD D N A SA
1 This HOTEL has modern looking equipment.
Materials associated with the service are visually
2
appealing at this HOTEL
Reliability SD D N A SA
When the HOTEL’s staff promises to do something
3
by a certain time, it does so.
When you have a problem, the HOTEL’s employees
4
show a sincere interest in solving it.
Responsiveness SD D N A SA
Employees in this HOTEL tell you exactly when the
5
services will be performed.
Employees in this HOTEL are always Responsive to
6
help you.
Assurance SD D N A SA
The behavior of staff in this HOTEL instills
7
confidence in you.
Employees in this HOTEL have the full knowledge to
8
answer your every question.
Empathy SD D N A SA
The staff of this HOTEL gives you individual or
9
exclusive attention to solve your problem.
The employees of this HOTEL understand your
10
specific needs. 
CUSTOMER SATISFACTION SD D N A SA
Overall, I am satisfied with the service quality of this
11
HOTEL.
I intend to continue being a loyal customer of this
12
HOTEL for a long time to come.