Based on your objectives, pick the questions. Put agree disagree in five point scale for all questions.

. 1. Strongly agree 2. Agree 3. Neutral 4. Disagree 5. Strongly disagree Quality Dimension

Tangibles: Appearance of physical facilities, equipment, personnel, printed and visual materials

Shopping facilities are attractive in shoppers stop. The employees are following the formal dress code. The display boards are easily visible and attractive.

Reliability: Ability to perform promised service dependably and accurately

The customer request is fulfilled within a specified time period. The statements and reports are error free. The shoppers stop is providing the right service at the first time.

Responsiveness: Willingness to help customers to provide prompt service

When there is a problem to customer, the organization is responding to it quickly. The employers are willing to answer client questions with care. The customers are treated with care and seriousness.

Competence: Possession of required skill and knowledge to perform service

The employees are providing service to the customers without fumbling around. The materials provided in the shoppers stop are appropriate and up to date. The staff members in the shoppers stop are using the technology quickly and skillfully.

Courtesy: Politeness, respect, consideration and friendliness of contact personnel

The staff members in the shoppers stop have a pleasant demeanor. When the clients ask questions, the employees provide them in a polite manner in person and in telephone. The shoppers stop employees value the clients as an asset.

Credibility: Trustworthiness, believability, honesty of the service provider

This service organization has a good reputation and guarantees its services. The staff members refrain from pressuring the client while purchasing. The responses given by the employees are accurate and consistent with other reliable sources.

Security: Freedom from danger, risk, or doubt

The entire premise is safe to enter and easy to handle the equipments. Clients related informations are kept confidential in the shoppers stop. The clients are confident about the right service provided by the shoppers stop.

Access: Approachability and ease of contact. The employees are easily approachable when the customer comes with a problem. The employees are providing the immediate response when the customer is contacting them by mean of telephone and email. The service access points are conveniently located inside in the shoppers stop.

Communication: Listening to customers and acknowledging their comments; Keeping customers informed in a language they can understand.

The staff members are providing the solution with the client understandable way without using any technical jargons. The employees in shoppers stop voluntarily explain the various options available to a particular query. The employees itself calling the client if a scheduled appointment will be missed with the customer.

Understanding the Customer: Making the effort to know customers and their needs.

Some employees in the shop recognize the regular customers and addressing them by name. The level of service and cost of service is consistent with the clients requirement.