QUESTIONNAIRE

1. Gender
a) Male
b) Female

2. Age group
a) 18-25 years
b) 26-35 years
c) 36-45 years
d) 45 years and above

3. Marital Status
a) Married
b) Unmarried

4. Family size
a) Joint
b) Nuclear

5. Monthly Income (in Rs.)

a) Less than 20,000
b) 20,000 – 30,000
c) 30,000 – 40,000
d) More than 40,000
6. Service quality is significant in selecting a retail store.
a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

7. New schemes and offers are fulfilling customer necessities.

a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

8. Service quality is necessary to enhance customer loyalty.

a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

9. The quality of customer support service would be a powerful reason in your choice to
select a retail store.
a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree
10. Customer satisfaction is strongly influencing by service quality.
a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

11. As there are many retail companies in the market, because of the competition the services
are improving.
a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

12. Publicizing give you more decision in settling on purchase option.

a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

13. Trial rooms and rest rooms should be clean and convenient.
a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree
14. Sales personnel of the retail outlets do matter.
a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

15. Attractive Shopping bags and other service material have an impact.
a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

16. Service staff is extremely important for service quality.

a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

17. Employees should treat customers courteously.

a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree
18. Customers should get immediate attention if they have problem.
a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

19. Employees should handle customer complaints directly and Immediately.

a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree

20. The Store should have children's play area.

a) Strongly agree
b) Agree
c) Neither agree nor disagree
d) Disagree
e) Strongly disagree