SERVQUAL Reliability 1. When NLPLs employees promise to do something by a certain time, they should do so. 2.

When you have problems, NLPL should shows a sincere interest in solving the problems. . 3. NLPL should provide correct services to meet their customer needs. 4. NLPL should provide their services at the time they promise to do so. 5. NLPLs employees should provide you with prompt service. Responsiveness 1. NLPL employees should tell you exactly when services will be performed. 2. NLPLs employees should be always willing to help. 3. NLPL should not used too busy as a reason to respond to your requests promptly. 4. The behaviour of NLPLs employees should instill confidence in you. 5. NLPLs employees should understand your needs. 6. NLPL should have their customers best interest at heart. Assurance 1. You should able to feel safe performing transactions with NLPL. 2. NLPL should keep their transaction records accurately. 3. NLPL should be providing secure and safe warehouse facilities. Personnel Contact Quality 1. NLPLs employees should be patient and courteous. 2. NLPLs employees should be equipped with the necessary knowledge to answer your question(s). 3. NLPLs employees should prepare to solve problems individually. Tangibles 1. NLPLs physical facilities should be visually appealing. 2. NLPL should be providing transportation e.g. Lorries in well condition. 3. NLPL operating hours should be convenient to all of their customers.