Southeast University

School of Business Studies (SBS)

Program: BBA Semester: Summer 2020

Term paper Guideline

Course Teacher: Shayala Yesmin (lecturer)

Service Quality Measurement

CONTENTS OF THE REPORT

1. Cover page
2. Title page
3. Executive Summary: This is the recap of the report or study highlighting the important
and significant features of the study.
4. Table of Contents :
5. Product or Company overview Brief description of the Organization/product, where the
study is based. Type of product or company, target market, current position in the
market, SWOT Analysis.
6. Objective of the Report: These are the purpose or intent of the study which are
expected to be achieved or attained at the end of the study.
 Broad/General objective (1 or 2 statements only)
 Specific objectives (should harmonize or consistent with the statement of the
problems)
7. Methodology:
1. Research design: i) Qualitative, ii) Quantitative
2. Data Collection Method: Primary Data And Secondary Data
3. Sampling Method: Population, Sample Frame, Sample Size, Sampling Technique-
Probability, Non Probability Sampling.
8. Analysis And Findings Of The Report: On the basis of the data and information collected
which are usually presented in tables, matrices and graphs, analysis and interpretation
can be made why this obtaining situation exist. The sequence of the analysis should be
made based on the statement of the Problems or Objectives of the study. Specific
 Southeast University
School of Business Studies (SBS)
Program: BBA Semester: Summer 2020

significant findings of the study after the analysis and interpretation of the Data have
been made.
9. Recommendation: These are your suggestions based on the findings of the study for
improvement or sustainability of the organization/product, strengthening of the system
and procedures, possible revision of policies, and other relevant suggestions. All
suggestions must be based on the study and not just personal perception.
10. Conclusion:
11. References:
12. Appendix: Survey Questionnaire, Graph or Charts. Key Terms.

Survey Questionnaire Format

Perceptions of Service Performance:
Set of 20 statements across the 5 dimensions of SERVQUAL, benchmarked against excellence in service
quality, using a 5 point Likert ‘degree of agreement’ scale for the study.

Strongly Agree Agree Moderate Disagree Strongly Disagree

5 4 3 2 1

Degree of agreement
Tangibles:
(Appearance of physical facilities, equipment, personnel, and communication materials)
T.1: BBL has modern communication tools to support the clients. (Mobile, E-mail, Fax)
T.2: Supporting Desk Officers at BBL are available physically at the time, when clients needs
T.3: The unit office is well decorated and the clients feels Comfortable in the office.
T.4: clients are able to get their information from their mobile and internet.
Reliability:
(Ability to perform the promised service dependably and accurately)
Rel.1: When BBL promises to do something by a certain time, they do for its clients.
Rel.2: BBL emphasize on error free records.
Rel.3: BBL performs the service properly for the clients
 Southeast University
School of Business Studies (SBS)
Program: BBA Semester: Summer 2020

Rel.4: They don’t delay for opening new loan account or disburse and old account.
Rel.5: They have suitable loan policy for all borrowers (interest rate, repayment time etc)
Rel.6: Supporting Desk officers of BBL gives timely service to the clients.
Responsiveness:
(Willingness to help customers and provide prompt service)
Res.1: When clients have a problem, Supporting Desk Officers of BBL shows a sincere interest in
solving problem immediately however it possible.
Res.2: BBL has operating hours suitable to all its clients.
Res.3: The organization makes available information, advice and support for the clients .
Assurance:
(Knowledge and courtesy of employees and their ability to inspire trust and confidence)
A.1: Supporting Desk officers of BBL have adequate knowledge to answer client’s questions.
A.2: Supporting Desk officers of BBL communicates in a language that is understood by clients.
A.3: clients feel safe, secure, satisfied and delighted in your communication with the Supporting Desk
officers.
A.4: The Supporting Desk Officers are never too busy to respond to your request.
Empathy:
(Caring, individualized attention the firm provides its customers)
E.1: The Supporting Desk officer’s responses equal treatment to all clients, without any biasness.
E.2: BBL provide and individual attention to all its clients.

Sample 2
Strongly Disagree Neither Agree Strongly
QUESTIONS Disagree agreeNor Agree
disagree

1.HDFC bank has modern looking

equipment.

2. The bank's physical features are visually

appealing

3. The bank's reception desk employees are

neat appearing.

4. Materials associated with the service (such

as pamphlets or statements) are visually
appealing at the bank.

5. When the bank promises to do something

 Southeast University
School of Business Studies (SBS)
Program: BBA Semester: Summer 2020

by a certain time, it does so.

6. When you have a problem, the bank

shows a sincere interest in solving it.

7. The bank performs the service right the

first time.

8. The bank insists on error free records.

9. Employees in the bank tell you exactly

when the services will be performed.

10. Employees in the bank give you prompt

service.

11. Employees in the bank are always

willing to help you.

12. Employees in the bank are never too

busy to respond to your request.

13. The employees of the bank are

trustworthy.

14. The behavior of employees in the bank

builds confidence in you.

15. You feel safe in your transactions with

the bank.

16. Employees in the bank have the

knowledge to answer your questions.

17. The bank gives you individual attention.

18. The bank has operating hours convenient

to all its customers

19. The bank has your best interests at heart.

20. The employees of the bank understand

your specific needs.
 Southeast University
School of Business Studies (SBS)
Program: BBA Semester: Summer 2020