1.

     Excellent Coffee Cafes’ will have modern coffee equipment.

TANGIBLES 2.    The physical facilities at excellent cafes’ will be visually appealing.
3.      Employees at excellent cafes’ will be neat in their appearance.
4.      Materials associated with the service (pamphlets or statements) will be visually appealing at

5.      When excellent cafes’ promise to do provide their service by a certain time, they do.
6.      When a customer has a problem regarding seats, coffee, etc.; excellent cafes will show a sinc
RELIABILITY

7.      Excellent coffee cafes will perform the service right the first time.
8.      Excellent coffee cafes will provide the service at the time they promise to do so be it serving
9.      Excellent coffee cafes will insist on error free service.
10.   Employees of excellent coffee cafés will tell customers exactly when services will be provid
RESPONSIVENESS

11.   Employees of excellent coffee cafes will give prompt service to customers.
12.   Employees of excellent coffee cafes will always be willing to help customers with any of the
13.   Employees of excellent coffee cafes will never be too busy to respond to customers' requests

14.   The behavior of employees in excellent coffee cafes will instill satisfaction in customer’s pri
15.   Customers of excellent coffee cafes are assured of the good food quality and beverage they r
16.   Employees of excellent coffee cafes will be consistently courteous with customers.
ASSURANCE

17.   Employees of excellent coffee cafes will have the knowledge to answer customers' questions

18.   Excellent coffee cafes will give customers individual attention.

19.   Excellent coffee cafes will have operating hours convenient to all their customers.
20.   Excellent coffee cafes will have employees who give customers personal service ,if and whe
EMPATHY

21.   Excellent coffee cafes will have their customers' best interest at heart, would like to assist in
22.   The employees of excellent coffee cafes will understand the specific needs of their cu

1.      The coffee cafe has modern looking equipment.

TANGIBLES

2.      The coffee cafe's physical features are visually appealing.

3.      The coffee cafe's serving desk employees are neat appearing.
4.      Materials associated with the service (such as pamphlets or statements) are visually appealing at

5.      When the coffee cafe promises to do something by a certain time, it does so.
RELIABILITY
 6.      When a customer has a problem regarding seats, coffee, etc.; excellent cafes will show a sincere

RELIABILITY
7.      The coffee café performs the service right the first time.
8.      The coffee café provide the service at the time they promise to do so be it serving coffee, or any
9. The coffee café insists on error free service.
RESPONSIVENESS 10.   Employees in the coffee café tell you exactly when the services will be performed.

11.   Employees in the coffee café gives you prompt service.

12.   Employees in the coffee café are always willing to help you.
13.   Employees in the coffee café are never too busy to respond to your request.

14.   The behavior of employees in the coffee café instils satisfaction in customer’s prior receiving se
ASSURANCE

15.   You are assured of the good food quality and beverage you receive from their end.
16.   Employees in the coffee café are consistently courteous with you.
17.   Employees in the coffee café have the knowledge to answer your questions.

18.   The coffee café gives you individual attention.

19.   The coffee café has operating hours convenient to all its customers.
EMPATHY

20.   The coffee café has employees who give you personal attention if and when required (physically
21.   The coffee café has your best interests at heart would like to assist in making their day peaceful
22. The employees of the coffee café understand your specific needs and customizes your preference
 EXPECTATION R1
7
7
5
) will be visually appealing at an excellent cafe. 7

certain time, they do. 4

xcellent cafes will show a sincere interest in solving it. 6
4
promise to do so be it serving coffee, or any other beverage. 3
5
y when services will be provided. 3

o customers. 5
help customers with any of their queries. 3
respond to customers' requests. 3

l satisfaction in customer’s prior receiving service 7

od quality and beverage they receive from the cafes' end. 4
eous with customers. 7
o answer customers' questions . 7

6
all their customers. 7
rs personal service ,if and when required( physically handicapped, on demand –if party organised). 7
at heart, would like to assist in making their day peaceful with their café services. 6
he specific needs of their customers; and customize their preferences equally. 7

PERCEPTION
7
4
5
ments) are visually appealing at the coffee café. 4

4
 llent cafes will show a sincere interest in solving it. 5
3
so be it serving coffee, or any other beverage. 4
4
will be performed. 5
3

3
2
3

n customer’s prior receiving service 5

e from their end. 4
6
7

2
6
and when required (physically handicapped, on demand –if party organized). 5
t in making their day peaceful with their café services. 4
nd customizes your preferences equally 5
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6 6 7 6
7 6 7 7
7 5 6 5
7 7 5 5

5 6 6 7
3 4 5 5
6 3 4 6
4 3 4 5
3 4 3 3
3 3 5 3

6 5 5 3
7 7 7 4
4 5 3 4

5 5 7 5
5 4 5 3
7 5 5 4
5 6 6 4

4 5 7 6
6 6 5 4
6 6 7 7
4 5 6 6
5 7 6 5

7 5 6 6
6 5 4 5
7 6 5 4
5 4 4 5

5 4 6 6
4 5 6 3
6 4 5 6
5 6 4 6
4 4 5 6
4 6 7 4
4 3 5 4

5 6 5 5
4 3 4 6
3 5 4 3

6 3 5 4
3 4 4 4
7 7 6 5
7 6 4 5

3 5 4 5
7 5 7 6
5 7 6 7
6 5 6 7
5 7 6 4