SERVICE QUALITY DIMENSIONS

TANGIBLE DIMENSION Strongly Disagree Moderate Agree Strongly

Disagree Agree
1 Is purifier looking good 1 2 3 4 5

2 Attire of service person is pleasant 1 2 3 4 5

Does service person carry all tools
3 1 2 3 4 5
required
Does purifier has LED light and
4 1 2 3 4 5
indicator.
Repair/replacement product was
5 1 2 3 4 5
delivered as promised

RELIABILITY DIMENSION Strongly Disagree Moderate Agree Strongly

Disagree Agree
Is installation of purifier done on
1 promised time (within 7 – 14 days 1 2 3 4 5
of installation time)
They are coming on right time or
2 1 2 3 4 5
not
Weather service person respond to
3 1 2 3 4 5
call immediately.
Weather I can access information
4 by using Broadband services at a 1 2 3 4 5
fast speed
When I have a problem with any
5 services customer care person 1 2 3 4 5
shows interest in solving

RESPONSIVENESS DIMENSION Strongly Disagree Moderate Agree Strongly

Disagree Agree
Is call center personnel give good
1 1 2 3 4 5
attention to my complaint
Is call center personnel aware
2 1 2 3 4 5
about my needs
After sale service department
3 1 2 3 4 5
respond to my complaints promptly
Is call center personnel shows
4 1 2 3 4 5
willingness to help me
Is my complaints recorded and
5 1 2 3 4 5
documented correctly

ASSURANCE DIMENSION Strongly Disagree Moderate Agree Strongly

Disagree Agree
1 Is employees are knowledgeable 1 2 3 4 5
 about different models of purifiers
Is charging procedure of
2 1 2 3 4 5
repair/replacement
Is warranty period provided for the
3 1 2 3 4 5
product is sufficient
Is warranty terms provided for the
4 1 2 3 4 5
product is satisfactory
Employees of ASS are consistently
5 1 2 3 4 5
courteous to me

EMPATHY DIMENSION Strongly Disagree Moderate Agree Strongly

Disagree Agree
Employees of ASS listen carefully to
1 1 2 3 4 5
my needs
ASS has operating hours
2 1 2 3 4 5
convenient to all its customers
ASS has employees who give me
3 1 2 3 4 5
personal attention
Employees of tm understand my
4 1 2 3 4 5
specific needs

SERVICE QUALITY Strongly Disagree Moderate Agree Strongly

Disagree Agree
Overall ASS provides good quality
1 1 2 3 4 5
service to it’s customers
2 I am satisfied with ASS services 1 2 3 4 5
I will continue using the provided
3 1 2 3 4 5
services
I will recommend ASS to other
4 1 2 3 4 5
people.