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    5 Point Likert Scale Survey

    Uploaded by

    Yashfeen Qasim
    The document contains a 24 question service quality questionnaire on a 1-5 scale for a courier operator. It measures 8 factors of service quality: information quality, ordering procedures, order discrepancy handling, personnel contact quality, order release quantities, timeliness, order accuracy, and order conditions. The document also provides Cronbach's alpha reliability statistics for each factor.

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    5 Point Likert Scale Survey

    Uploaded by

    Yashfeen Qasim
    288 views3 pages
    The document contains a 24 question service quality questionnaire on a 1-5 scale for a courier operator. It measures 8 factors of service quality: information quality, ordering procedures, order discrepancy handling, personnel contact quality, order release quantities, timeliness, order accuracy, and order conditions. The document also provides Cronbach's alpha reliability statistics for each factor.

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    The document contains a 24 question service quality questionnaire on a 1-5 scale for a courier operator. It measures 8 factors of service quality: information quality, ordering procedures, order discrepancy handling, personnel contact quality, order release quantities, timeliness, order accuracy, and order conditions. The document also provides Cronbach's alpha reliability statistics for each factor.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    288 views3 pages

    5 Point Likert Scale Survey

    Uploaded by

    Yashfeen Qasim
    The document contains a 24 question service quality questionnaire on a 1-5 scale for a courier operator. It measures 8 factors of service quality: information quality, ordering procedures, order discrepancy handling, personnel contact quality, order release quantities, timeliness, order accuracy, and order conditions. The document also provides Cronbach's alpha reliability statistics for each factor.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Download as doc, pdf, or txt
    of 3

    SERVICE QUALITY QUESTIONNAIRE

    On a scale of 1-5, please rate the following:

    Strongly Disagree Strongly


    Agree
    Question 1 2 3 4 5

    1 Courier operator provides easy


    access to information and
    alternative forms of its provision
    2 The information provided by the
    company is accurate, clear,
    understandable and relevant
    3 The operator keeps
    communication with its
    customers through the entire
    process of service delivery
    4 Order placement procedures are
    understandable and easy to use
    5 Orders are handled quickly and
    efficiently
    6 The operator offers alternative
    options for ordering
    7 The operator provides reasonable
    compensation in case of
    discrepancy with the
    commitments has occurred
    8 Users' complaints are handled
    and resolved appropriately and at
    a time
    9 The employees of the courier
    company are always ready to
    help customers in case of
    discrepancy with the
    commitments have occurred
    10 The staff of the courier company
    has services quickly and
    efficiently
    11 The employees of the courier
    company are always ready to
    help customers
    12 2 Employees of the courier
    company have the competence to
    answer any questions, and also
    inspire customer confidence and
    trust
    13 Company employees perceived
    customers` desires as theirs
    14 Quantitative restrictions of the
    operator (minimum/maximum
    quantity) meet the customers`
    needs
    15 Courier operator offers
    alternatives to meet the
    customers` needs in respect of
    the quantity
    16 Orders arrive at the customer
    location when promised
    17 Time delivery of shipments is
    adequate to distance and the
    specific conditions of delivery
    18 Time for order placement is in
    line with consumer requirements
    19 Courier operator delivers
    shipments in accordance with the
    agreed conditions and in the form
    of submission
    20 The pricelist and General Terms
    and Conditions of contract with
    users of courier services put on
    accessible and visible place on
    the app, as well as on its website
    21 Transport and financial
    documents issued by the courier
    operator are precisely and
    correctly formed
    22 Courier operator delivers
    shipments in accordance with the
    agreed parameters of the service
    23 The company guarantees the
    confidentiality and security of
    shipments and the information
    24 The company has an individual
    approach to every customer
    About the Questionnaire

    Question 1-3 measures Information Quality, question 4-6 measures Ordering procedures,
    question 7-9 measure Order Discrepancy Handling, question 10-13 measure Personnel
    Contact Quality, question 14-15 measure Order Release Quantities, question 16-18
    measure Timeliness, question 19-21 measures Order Accuracy and question 22-24 measure
    Order conditions.

    Factors Cronbach’s Alpha


    Information Quality 0.803
    Ordering procedures 0.723
    Order Discrepancy Handling, 0.704
    Personnel Contact Quality 0.712
    Order Release Quantities 0.698
    Timeliness 0.738
    Order Accuracy 0.749
    Order conditions 0.839

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