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 DESIRED* service level is: My PERCEPTION** of The Firm’s
With regard to: service level is:
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
Insisting on error-free records
How would you rate the overall quality of service provided by the Firm?

1
*DESIRED LEVEL: The excellence level of service you desire from the personnel of an insurance provider (see second column). Please consider the level
of service you would desire for each of the statements below. If you think a feature requires a very high level of service quality, choose number 9 in the
second column. If you think a feature requires a very low level of service quality choose number 1 in the second column. If your requirements are less
extreme, choose an appropriate number in between.
**PERCEIVED LEVEL: Your perception of the service quality that the firm provides (see third column). Please use the same 9-point scale to evaluate the
level of service you perceive.

Mr. Mukesh Srivastava | Research Scholar, Department of Business Administration, Lucknow

University, Lucknow