We are BBA students in Marketing from University of Barisal.

We are carrying out a study on

how people perceive service quality in SHWAPNO in Barisal. We would be happy if you could
help us answer the following questions. Thank you.
The questionnaire is in two parts, expectations and Perceptions.

Expectations: This section deals with your opinion of SHWAPNO. Please, show the extent to
which you think SHWAPNO should possess the following features. We are interested in
knowing your expectations from SHWAPNO in Barisal. You should rank each statement as
follows;

Strongly Disagree Strongly Agree

1 2 3 4 5 6 7

Put a cross (X) on your choice of answer.

Statement Scores
Tangibility
E1. Ideal super shop should have modern equipments. 1 2 3 4 5 6 7
E2. Their physical facilities should be visually appealing. 1 2 3 4 5 6 7
E3. Their employees should be well dressed and appear neat.. 1 2 3 4 5 6 7
E4. The physical environment of the store should be clean. 1 2 3 4 5 6 7
Total
Reliability
E5. When super shop promise to do something by a certain 1 2 3 4 5 6 7
time, they should do so.

E6. When a customer has a problem, super shop should show 1 2 3 4 5 6 7

a sincere interest in solving it.
E7. Grocery should perform the service right the first time. 1 2 3 4 5 6 7

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E8. They should provide their services at the time they 1 2 3 4 5 6 7
promise to do so.
E9. They should keep their records accurately. 1 2 3 4 5 6 7
Total
Responsiveness
E10. Employees should make information easily obtainable 1 2 3 4 5 6 7
by the customers.
E11. Employees should give prompt service to customers. 1 2 3 4 5 6 7
E12. Employees are always willing to help customers. 1 2 3 4 5 6 7
E13. Employees in a super shop should never be too busy to 1 2 3 4 5 6 7
respond to customers' requests.
Total
Assurance
E14. The behavior of employees in super shop should instill 1 2 3 4 5 6 7
confidence in customers
E15. Customers should be able to feel safe in their 1 2 3 4 5 6 7
transactions with employees in the grocery stores.
E16. Their employees should be polite. 1 2 3 4 5 6 7
E17. Employees should have the knowledge to answer 1 2 3 4 5 6 7
customers questions.
Total
Empathy
E18. Stores should give customers individual attention. 1 2 3 4 5 6 7
E19. Their operating hours should be convenient to all their 1 2 3 4 5 6 7
customers.
E20. Employees should give customers personal service. 1 2 3 4 5 6 7
E21. They should have their customers' best interest at heart. 1 2 3 4 5 6 7
E22. The employees should understand the specific needs 1 2 3 4 5 6 7
E23. Super shop should have enough variety of products. 1 2 3 4 5 6 7
E24. The products in super shop should be of good quality. 1 2 3 4 5 6 7
Total

Perceptions: The following statements deal with the perceptions of service experienced in
SHWAPNO. Please, show the extent to which these statements reflect your perception of service
in SHWAPNO.

Strongly Disagree Strongly Agree

1 2 3 4 5 6 7

2
Put a cross (X) on your choice of answer.

Statement Scores
Tangibility
P1. SHWAPNO has up-to-date equipments. 1 2 3 4 5 6 7
P2. Physical facilities (like shelves,) are visually appealing. 1 2 3 4 5 6 7
P3. Employees are well dressed and appear neat. 1 2 3 4 5 6 7
P4. The physical environment of SHWAPNO is clean 1 2 3 4 5 6 7
Total
Reliability
P5. When SHWAPNO promises to do something by a certain 1 2 3 4 5 6 7
time, they do.
P6. When a customer has a problem, SHWAPNO shows a 1 2 3 4 5 6 7
sincere interest in solving it.
P7. SHWAPNO performs the service right the first time. 1 2 3 4 5 6 7
P8. SHWAPNO provides the service at the time they 1 2 3 4 5 6 7
promised to do so.
P9. SHWAPNO keeps its records accurately 1 2 3 4 5 6 7
Total
Responsiveness
P10. Employees of SHWAPNO make information easily 1 2 3 4 5 6 7
obtainable by customers.
P11. Employees give prompt service to customers. 1 2 3 4 5 6 7
P12. Employees are always willing to help customers. 1 2 3 4 5 6 7
P13. Employees are never too busy to respond. 1 2 3 4 5 6 7
Total
Assurance
P14. The behavior of employees of SHWAPNO instill 1 2 3 4 5 6 7
confidence in customers
P15. Customers feel safe in their transactions with employees 1 2 3 4 5 6 7
P16. Employees are polite with customers. 1 2 3 4 5 6 7
P17. Employees of SHWAPNO have the knowledge to 1 2 3 4 5 6 7
answer customers questions.
Total
Empathy
P18. SHWAPNO gives customers individual attention. 1 2 3 4 5 6 7
P19. SHWAPNOs operating hours are convenient to 1 2 3 4 5 6 7
customers.
P20. Employees give customers personal service. 1 2 3 4 5 6 7
P21. SHWAPNO has their customers' best interest at heart. 1 2 3 4 5 6 7
P22. Employees of SHWAPNO understand the specific need 1 2 3 4 5 6 7

3
of their customer.
P23. SHWAPNO has enough variety of products. 1 2 3 4 5 6 7
P24. The products of SHWAPNO have good quality. 1 2 3 4 5 6 7
Total
Demographic Questions:

1. Gender: 2. Occupation:

3. How much do you spend in grocery store monthly? About _ _ _ __ _ _ _ _ Tk.