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1. Do you have any complaints regarding the product or service of the small 1 2
business provides?
2. Are you satisfied with the service you receive from the respective small 1 2
business?
3. Are the service / product satisfactory enough to make you and take the 1 2
individual’s service/product again?
4. Is the cost or price of the service / product more compared to other similar 1 2
services / products you received or consumed?
5. Do you think that quality/quantity of the service/product the small business 1 2
needs to be improved?
6. Is the service provider of the small business reliable in terms of service 1 2
dependability, consistency and accuracy?
7. Is the small business responsive enough to help customers and provide 1 2
prompt service?
8. Are the physical facilities appearance of personnel, tools, and equipment 1 2
used to provide service?
9. Is there any individualized attention to customers (empathy)? 1 2
10. Did you face any fraud or unusual unfriendly behavior/attitude from the 1 2
service provider or other employees?
11. Do you think our questionnaire regarding the small business has any benefit 1 2
to improve customer service quality?
12. Do you get any discount while purchasing a product? 1 2
13. Is the quality of the servicing products good? 1 2
14. Does the company care for the customer’s complains and suggestions? 1 2
15. Does the shopkeeper response in time? 1 2
16. Is the environment healthy there? 1 2
17. Does the perception of service quality match what you expected? 1 2
18. Are the staff’s well-trained? 1 2
19. Do they have availability of complimentary items? 1 2
20. Is the location of the small business set up favorable to your requirements? 1 2