Assignment on

Customer Perceptions of
Service Quality

Prepared For:

Prof. Habibur Rahman

Service Marketing
School Of Business
United International University (UIU)

Prepared By:

A.K.M. Tanvirul Huda ID: 112101037

Sec: A, MBA Program

Spring Semester
United International University (UIU)
Submission Date: 6th March, 2011
 Perceptions

Perceptions Statements in the Reliability Dimension

1. When UIU promises to do something by a certain time, it does so.
2. When you have a problem UIU shows a sincere interest in solving it.
3. UIU performs the service right the first time.
4. UIU provides its services at the time it provides to do so.
5. UIU insists on error-free records.
Statements in the Responsiveness Dimension
[

1. UIU keeps students informed abut when services (Classes, exams etc) will be
performed.
2. Employees (Teachers and stuffs) in UIU give you prompt service.
3. Employees (Teachers and stuffs) in UIU are always willing to help you.
4. Employees (Teachers and stuffs) in UIU are never too busy to respond to your
request.
Statements in the Assurance Dimension
1. The behavior of teachers in UIU instills confidence in you.
2. You feel safe in your transactions with UIU.
3. Employees in UIU are consistently courteous with you.
4. Employees in UIU have the knowledge to answer your questions..

Statements in the Empathy Dimension

1. UIU gives you individual attention.
2. UIU has teachers who give you personal attention.
3. UIU has your best interests at heart.
4. Teachers of UIU understand your specific needs.
5. UIU has operating hours hat are convenient to all its students.

Statements in the Tangibles Dimension

1. UI has modern looking lab.
2. UIU’s physical facilities are visually appealing.
3. UIU’s employees appear neat.
4. Materials associated with the service (such as pamphlets or statements, banners etc) are
visually appealing at UIU.