Expectations

This section of the survey deals with your opinions of banks. Please show the extent to which you think banks should posses the following features. What we are interested in here is a number that best shows you expectations about institutions offering banking services. You should rank each statement as follows: Strongly Disagree 1 2 3 4 5 6 Strongly Agree 7

Statement 1. A good travel agency should be located in a safe and comfortable location.
2. A good travel agency should have modern looking

Score

equipments and decorations.

3. A good travel agency uses ADVANCED RESERVATION

TECHNOLOGIES.
4. A good travel agency should have neat appearing

professional employees.
5. A good travel agency has publishes and distributes

visually appealing promotional brochures.

6. A good travel agent makes sure that the tasks promised

are completed.
7. A good travel agent sees to it that the task is completed

at the time promised.

8. A good travel agent makes sure that it puts in enough

effort to performing the service right the first time itself.

9. A good travel agent shows genuine concern when you

have a problem.
10. A good travel agent makes sure of delivering error free

transactions.
11. A good travel agent makes sure of informing the right

time schedule when the service will be performed.

12. Employees of a good travel agent will always be willing

to help customers.
13. Employees of a good travel agency will never be too

busy to respond to customers' requests.

14. The behaviour of employees in a good travel agency will

Statement instil confidence in customers

15. Customers of a good travel agency feel safe in

Score

transactions.
16. Employees of a good travel agency will be consistently

courteous with customers.

17. Employees of a good travel agency will have the

knowledge to answer customers' questions.

18. A good travel agency will give customers individual

attention.
19. A good travel agent will have operating hours

convenient to all their customers.

20. A good travel agent will have employees who give

customers personal service.

21. A good travel agent will have their customers' best

interest at heart.
22. The employees of a good travel agent will understand

the specific needs of their customers.

Perceptions

The following statements relate to your feelings about the particular bank you have chosen. Please show the extent to which you believe this bank has the feature described in the statement. Here, we are interested in a number from 1 to 7 that shows your perceptions about the bank. You should rank each statement as follows: Strongly Disagree 1 2 3 4 5 6 Strongly Agree 7

Statement
1. Zenith Leisure Holidays Ltd. Is located in a safe and

Score

comfortable environment.
2. Zenith Leisure Holidays physical features are visually

appealing.
3. The technologies used in Zenith Holidays for

reservations, etc. are as per the industry standards.

4. The employees of Zenith Holidays are well groomed and

well dresses.
5. The brochures and other printed as well as soft

promotional materials used by Zenith as attractive and appealing.

6. The sales officer attending to you completed the task

promised to you.
7. Zenith Holidays provides its services at the time it

promises do so.
8. Zenith performs the service right the first time.

9. The employees at Zenith show genuine concern when you come to them with a problem. 10. People at Zenith put enough effort to make sure of delivering of an error free transactions.
11. Zenith makes sure to inform you exactly when the task

will be performed.
12. Employees in Zenith are always willing to help you. 13. Employees in Zenith are never too busy to respond to

your request.

Statement
14. The behaviour of employees in Zenith instils confidence

Score

in you.
15. You feel safe in your transactions with Zenith Holidays. 16. Employees in Zenith are consistently courteous with

you.
17. Employees in Zenith have the knowledge to answer your

questions.
18. Staffs at Zenith give you individual attention. 19. Zenith has operating hours convenient to all its

customers.
20. Zenith has employees who give you personal attention. 21. Zenith has your best interests at heart. 22. The employees of Zenith understand your specific

needs.

Dimension Tangibles

Statement 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22

Reliability

Responsiveness

Assurance

Empathy