A Survey On Service Quality in Malaysia
Dear participant,
This questionnaire is designed to Survey On Service Quality in Malaysia . The researchers sincerely hope that
you could make this study a success by answering all questions frankly, honestly and thoroughly.
Confidentiality will be retained and no information obtained from this study shall be disclosed in any manner
that will identify you. Therefore, in order to ensure that all information will remain confidential, please DO
NOT include your NAME. The data obtained will be analyzed collectively using statistical methods.
Participation is strictly voluntary and you may refuse to participate at any time.
Specific instructions are given at the beginning of each section of the questionnaire. Kindly complete the
questionnaire by answering all questions in each section.
We wish to thank you in advance for your cooperation and participation in this study.
Yours sincerely,
Research Team
Page 1 of 3
Please read the following statements carefully.
Indicate your response, according to how strongly you agree or disagree with the statements by ticking () in the appropriate
shaded boxes with: “Strongly Disagree”, “Disagree”, “Neither Agree Nor Disagree”, “Agree”, and “Strongly Agree”.
SECTION B: CUSTOMER PERCEPTIONS TOWARD QUALITY OF SERVICE
Part 1: Technical Quality
This organization…
Strongly Neither Agree Strongly
1 has knowledgeable employees to answer customers’ questions. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
2 maintains error-free records. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
3 has modern equipment. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
4 has visually appealing facilities. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
5 has visually appealing materials associated with the service. Disagree
Disagree
Nor Disagree
Agree
Agree
Part 2: Functional Quality
The employees in this organization…
Strongly Neither Agree Strongly
1 perform the services right at the first time. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
2 provide services at the promised time. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
3 give customers individual attention. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
4 deal with customers in a caring way. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
5 have the customers’ best interests at heart. Disagree
Disagree
Nor Disagree
Agree
Agree
Section C: Service Nature & Customer Needs
Part 1: Hendonism
I chose this organization …
Strongly Neither Agree Strongly
1 so that I could have good feelings about the experience. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
2 so that I could have an experience that was fun and pleasant. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
3 so that I could have a truly joyful experience. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
4 so that I could have an exciting experience. Disagree
Disagree
Nor Disagree
Agree
Agree
Part 2: Utilitarian
Strongly Neither Agree Strongly
1 because the services were satisfying to me. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
2 because the services were sufficient to satisfy my needs. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
3 because I liked the variety of choices they provided. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
4 because the options they offered were useful. Disagree
Disagree
Nor Disagree
Agree
Agree
SECTION D: CONSUMER SATISFACTION AND LOYALTY TOWARDS THEIR SERVICE PROVIDER
Part 1: Customer Satisfaction
When I used this organization, I was satisfied with the…
Strongly Neither Agree Strongly
1 timeliness of the services provided to me. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
2 reliability of the staff and services. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
3 completeness of the information provided to me. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
4 attitude of the staff. Disagree
Disagree
Nor Disagree
Agree
Agree
5 availability of the staff and services. Strongly Disagree Neither Agree Agree Strongly
Page 2 of 3
Disagree Nor Disagree Agree
Strongly Neither Agree Strongly
6 fairness and honesty of the organization’s system. Disagree
Disagree
Nor Disagree
Agree
Agree
Part 2: Loyalty
I will…
Strongly Neither Agree Strongly
1 not consider any other service provider. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
2 be committed to this organization. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
3 continue to use this organization even if the price increases. Disagree
Disagree
Nor Disagree
Agree
Agree
Strongly Neither Agree Strongly
4 get involved in this organization’s loyalty programs. Disagree
Disagree
Nor Disagree
Agree
Agree
remain with this organization because I do not think that I can get this Strongly Neither Agree Strongly
5 Disagree
Disagree
Nor Disagree
Agree
Agree
experience with other organizations.
remain with this organization because I like to be associated with this Strongly Neither Agree Strongly
6 Disagree
Disagree
Nor Disagree
Agree
Agree
organization’s name.
SECTION F: RESPONDENT PROFILE
INSTRUCTION: Please Tick ONE answer only.
(1) Gender: □Female □Male
(2) Age: □18-25 yrs □26-35 yrs □36-45 yrs □More than 45 yrs
(3) Race: □Malay □Chinese □Indian □Others (Please specify): _________
(4) Nationality: □Malaysian □Others (Please specify):_________
(5) Occupation: □Executive □ Manager □Senior Manager □Student □Others (please specify):__________
(6) Your personal monthly Income:
□RM1,000 – 3,000 □RM3,001 – 5,000 □RM5,001 – 7,000 □RM7,001 – 9,000
□RM9,001 – 11,000 □RM11,001 – 13,000 □RM13,001 – 15,000 □More than RM15,000
(7) Marital Status: □Single □Married □In a relationship □Separated □Divorced □Widow/Widower
(8) Highest level of Education attained:
□SPM/STPM □Diploma □Degree □Professional Qualification
□Masters □PhD □Others (Please specify): _________
Page 3 of 3