A STUDY ON EFFECTIVE SERVICE QUALITY WILL RETAIN THE

CUSTOMER IN
Name: If Yes, to whom_________________
Age Group : a) < 18 b) 19-25 c) 26-
30 d) 31-35 e) 36-40 f) 40 < 16. Have you given any feedback for our
Gender : a) Male b) Female development? a) Yes b) No
If Yes, What is that
1. How do you aware of our shop?
____________________
A) TV B) friends C) Newspaper
17. What about your next purchase?
D) Banners E) others
a) Our shop b) Others
2. Where are you from?
A) < 10 km B) 11 – 30 km C) 31 – If, (b) please mention the
60 km D) 61—100 km E) > 60 km reason______________
3. Which attraction you to be a customer
here? EXPECTATIONS

A) Offers B) Varieties C) Pricing Strongly Disagree Strongly Agree

D) Models E) Product quality 1 2 3 4 5 6
7
4. Did you encounter any complaint from
the product? S.N Tangibles Sc
o ore
A) Often B) Periodically C) Sometimes 1 Excellent Retailers will have modern
D) Very rare E) Never looking equipment.
2 The physical facilities at excellent
5. How do they respond to the complaints? Retailers will be visually appealing.
A) Money back B) ReplacingC) net 3 Employees at excellent Retailers will
encouraged D) Quicker E) Never Respond be neat appearing.
4 Materials associated with the service
6. How many years are you purchasing (such as pamphlets or statements) will
here? be visually appealing at an excellent
Retailers.
A) <1 B) 2-5 C)5-7 Reliability
D)8-12 E)>12 5 When excellent Retailers promise to do
something by a certain time, they do.
Rate the following: 5- Excellent 4- Good 6 When a customer has a problem,
3- Moderate 2- Bad 1- Very Bad excellent Retailers will show a sincere
interest in solving it.
S.No Attributes Rating 7 Excellent Retailers will perform the
7 Quality service right the first time.
8 Excellent Retailers will provide the
8 Price service at the time they promise to do
Varieties so.
9
9 Excellent Retailers will insist on error
10 Location free records
Responsiveness
11 Service
10 Employees of excellent Retailers will
12 Display tell customers exactly when services
will be performed.
13 Parking Facilities 11 Employees of excellent Retailers will
Sales man response give prompt service to customers.
14
12 Employees of excellent Retailers will
always be willing to help customers.
15. Do you refer our shop to others? a) Yes
13 Employees of excellent Retailers will
b) No never be too busy to respond to
 customers’ requests.
Assurance
14 The behavior of employees in excellent
Retailers will instill confidence in
customers.
15 Customers of excellent Retailers will
feel safe in transactions.
16 Employees of excellent Retailers will
be consistently courteous with
Customers.
17 Employees of excellent Retailers will
have the knowledge to answer
customers’ questions.
Empathy
18 Excellent Retailers will give customers
individual attention.
19 Excellent Retailers will have operating
hours convenient to all their
customers.
20 Excellent Retailers will have
employees who give customers
personal attention.
21 Excellent Retailers will have their
customer’s best interests at heart.
22 The employees of excellent Retailers
will understand the specific needs of
their customers.

PERCEPTIONS

Strongly Disagree Strongly

Agree
1 2 3 4 5 6
7
S.N Tangibles Sco
o re
1 Rural Retailers has modern looking
equipment.
2 Rural Retailers physical facilities are
visually appealing.
3 Rural Retailers reception desk
employees are neat appearing.
4 Materials associated with the service
(such as pamphlets or statements) are
visually appealing
Reliability
5 When Rural Retailers promises to do
something by a certain time, it does
so.
6 When you have a problem, Rural
Retailers shows a sincere interest in
solving it.
7 Rural Retailers performs the service
right the first time.
8 Rural Retailers provides its service at
the time it promises to do so.
9 Rural Retailers insists on error
Responsiveness
10 Employees in Rural Retailers tell you
exactly when services will be
performed.
11 Employees in Rural Retailers give you
prompt service.
12 Employees in Rural Retailers are
always willing to help you.
13 Employees in Rural Retailers are
never too busy to respond to your
request.
Assurance
14 The behavior of employees in Rural
Retailers instills confidence in you.
15 You feel safe in your transactions
with Rural Retailers.
16 Employees in Rural Retailers area
consistently courteous with you.
17 Employees in Rural Retailers have the
knowledge to answer your questions.
Empathy
18 Rural Retailers gives you individual
attention.
19 Rural Retailers has operating hours
convenient to all its customers.
20 Rural Retailers has employees who
give you personal attention.
21 Rural Retailers has your best interest
at heart.
22 The employees of Rural Retailers
understand your specific needs.
Your valuable suggestions for betterment of our shop
____________________________________________________________________________
____________________________________________________________________________

THANKING YOU

The abstract format (use modified as per your

study)
Objective: The purpose of this study was to compare the quality of diabetes care provided to

American Indians/Alaska Natives (AI/AN) by urban and rural Indian health programs.

Design: Medical record review data collected by the Indian Health Service as part of the

Diabetes Care and Outcomes Audit in 2002.

Setting: Seventeen urban Indian health clinics and 225 rural Indian health programs.

Patients: All urban AI/AN patients (n 5 710) and random sample records of rural AI/AN

patients (n51420). Main Outcomes Measures: Adherence to guidelines for process measures

and interme-diate outcomes of diabetes care.

Results: Compared to the rural sample, urban patients were more likely to have received

diabetes education during the prior year (P#.05). Annual dental examinations were less

common among urban patients than rural patients (19% vs 41%, P#.001). Completion of

laboratory testing and immunizations were similar in both groups. Adjusted mean levels for

intermediate outcomes of diabetes care and the percentage achieving recommended levels

varied slightly but were not statistically or clinically significant.

Conclusions: Few differences in the quality of diabetes care were found between urban and
rural Indian health sites. Differences in the receipt of dental examinations may reflect

differences in resources and staffing between urban and rural settings. This study serves as

a baseline for the assessment of ongoing interventions aimed at improving the quality

of care.