Wi-tribe SERVQUAL survey

Using SERVQUAL to Measure Services Quality from the Customer’s

Perspective:

We, the students of Business Administration at Air University, are conducting a

research on “The Use of SERVQUAL to Measure Services Quality from the
Customer’s Perspective.” Please do not write your name or any other personal
information in this questionnaire. Information given will be highly confidential and
will only be used for this research purpose.

Gender Male Female

Age (Years) 18-21 22-25 26-29 30-34

35-39 50 and above

Educational Level Under Graduate Graduate

Post Graduate

Income Level 10,000-30,000 30,001-50,000

50,001-70,000 70,001 and above

Professions Business Proprietor Student Public Service

Retiree

1. Wi-Tribe fulfills its promise of providing high speed internet at low rates to its
customers:

Strongly Disagree Disagree Neutral Agree Strongly Agree

2. Wi-Tribe’s network coverage is excellent:

Strongly Disagree Disagree Neutral Agree Strongly Agree

3. Wi-tribe’s downloading speed is satisfactory:

Strongly Disagree Disagree Neutral Agree Strongly Agree

4. Having had contact with the sales staff of Wi-tribe, I can say that, regarding their
appearance they are neat:

Strongly Disagree Disagree Neutral Agree Strongly Agree

5. Hardware systems and furniture of Wi-tribe are visually appealing:

Strongly Disagree Disagree Neutral Agree Strongly Agree

6. There is ample parking facility:

Strongly Disagree Disagree Neutral Agree Strongly Agree

7. Wi-tribe is accurate in record keeping (Billing, Facilities etc):

Strongly Disagree Disagree Neutral Agree Strongly Agree

9. I found employees offering individual attention to its customers:

Strongly Disagree Disagree Neutral Agree Strongly Agree

10. I feel the sales staff and customer care centre have treated me well as an individual
and understood my particular needs:

Strongly Disagree Disagree Neutral Agree Strongly Agree

11. Wi-tribe employee’s have the best interest at heart for its customers:

Strongly Disagree Disagree Neutral Agree Strongly Agree

12. The personnel in the Wi-tribe tell you exactly when services will be performed:

Strongly Disagree Disagree Neutral Agree Strongly Agree

13. Personnel in the Wi-tribe give you kindy and speedy service:

Strongly Disagree Disagree Neutral Agree Strongly Agree

14. Personnel in the Wi-tribe are always willing to help you:

Strongly Disagree Disagree Neutral Agree Strongly Agree

15. The behavior of employees in Wi-tribe instills confidence in you:

Strongly Disagree Disagree Neutral Agree Strongly Agree

16. You feel safe in your transactions with Wi-Tribe:

Strongly Disagree Disagree Neutral Agree Strongly Agree

17. Employees in Wi-tribe are consistently courteous with you:

Strongly Disagree Disagree Neutral Agree Strongly Agree

18. Are you satisfied with the products and services of Wi-tribe?

Strongly Disagree Disagree Neutral Agree Strongly Agree

19. Will you recommend Wi-tribe to others?

Strongly Disagree Disagree Neutral Agree Strongly Agree

20. Are you willing to come back/buy the products of Wi-tribe again in the future?

Strongly Disagree Disagree Neutral Agree Strongly Agree