Service Quality Survey on Platinum Suites # Please put circle ( ) on your desired answer number.

Statements 1. When Platinum Suites promises to do something by a certain time, it does so. 2. When you have a problem, Platinum Suites shows a sincere interest in solving it. 3. Platinum Suites performs the service right the first time. 4. Platinum Suites provides its services at the time it promises to do so. 5. Platinum Suites insists on error-free records. 6. Platinum Suites keeps customers informed about when services will be performed. 7. Employees in Platinum Suites give you prompt service. 8. Employees in Platinum Suites are always willing to help you. 9. Employees in Platinum Suites are never too busy to respont to your request. 10. The behavior of employees in Platinum Suites instills confidence in you. 11. You feel safe in your transactions with Platinum Suites. 12. Employees in Platinum Suites have the knowledge to answer your questions. 13. Platinum Suites gives you individual attention. 14. Platinum Suites has employees who give you personal attention. 15. Platinum Suites has your best interests at heart. 16. Employees of Platinum Suites understand your specific needs. 17. Platinum Suites has operating hours that are convenient to all its customers. 18. Platinum Suites has modern-looking equipment. 19. Platinum Suites physical facilities are visually appealing. 20. Platinum Suitess employees appear neat. Strongly Disagree 1 2 1 2 Strongly Agree 6 7 6 7

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2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

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21. Materials associated with the service (such as pamphlets or statements) are visually appealing at Platinum Suites. 22. When customers have a problem, excellent firms will show a sincere interest in solving it.

Statements 23. Considering a world-class hotel to be a 7; how would you rate Platinum Suites performance on the following features? Sincere, interested employees

Low

High

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Service delivered right the first time 24. Compared with the level of service you expect from an excellent company, how would you rate Platinum Suites performance on the follwing feautures? Sincere, interested employees Service delivered right the first time

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25. For each of the following statements, cicle the number that indicates how Platinum Suites service compares with the level you expect: Lower than desired my The same as desired my Higher than my desired Service attributes
Service level Service level Service level

1. Prompt service 2. Courteous employees

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26. For each of the following statements, cicle the number that indicates how Platinum Suites performance compares with your minimum service level and with your desired service level. Service attributes Compared with my minimum service Compared with my desired service level Platinum Suites service level Platinum Suites performance performance is: is: When it comes to Lower Same Higher Lower Same Higher 1. Prompt service 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 2. Employees who 1 2 3 4 5 6 7 8 9 1 2 3 4 5 6 7 8 9 are consistently courteous