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Leasing Company
Based on your experiences as a customer of any leasing company Sri Lanka, please put a tick () in a
box
which mostly explains your attitudes.
a) level of EXPECTATION/PERCEPTION towards service quality the company
The score level are described as 5 = highest, 4
= high, 3 = moderate, 2 = low and 1 = lowest
Dimensions
Tangibility
5
4
Level of Score
3
2
The Staff dress appropriately
8.
The staff provide the service with smiling
9.
The staff have attractive appearance [E.g.
elegant, smart, etc.]
10.
Reliability
11.
12.
13.
14.
Responsiven
ess
16.
17.
18.
15.
Assurance
3
2
1
The staff can provide you the service as
promised.
[E.g. As per company advertisements]
The staff provides you accurate information.
[E.g. Interest rate, Other Charges, etc.]
3
2
1
The staff has the product knowledge. [E.g.
describing all type of leasing facilities and pros
n cons of them]
19.
20.
21.
22.
Empathy
23.
3
2
1
The staff are able to communicate with you in
your language
24.
25.
26.