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Questionnaire Name - Service Quality at Harvey Nichols

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1	Harvey Nichols has modern-looking equipment.
	A- 1 Strongly Disagree (0)  B- 2 (2)  C- 3 (0)  D- 4 (4)  E- 5 (9)  F- 6 (4)  G- 7 Strongly Agree (5)
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2	Harvey Nichols' physical facilities are visually appealing.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (2)  D- 4 (3)  E- 5 (5)  F- 6 (7)  G- 7 Strongly Agree (7)
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3	Harvey Nichols' employees are neat-appearing.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (0)  D- 4 (2)  E- 5 (6)  F- 6 (12)  G- 7 Strongly Agree (4)
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4	Materials associated with the services (such as pamphlets or statements) are visually appealing at Harvey Nichols.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (3)  D- 4 (1)  E- 5 (6)  F- 6 (10)  G- 7 Strongly Agree (4)
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5	When Harvey Nichols promise to do something by a certain time, it does so.
	A- 1 Strongly Disagree (0)  B- 2 (1)  C- 3 (2)  D- 4 (2)  E- 5 (6)  F- 6 (4)  G- 7 Strongly Agree (9)
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6	When you have a problem, Harvey Nichols shows a sincere interest in solving it.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (1)  D- 4 (5)  E- 5 (5)  F- 6 (6)  G- 7 Strongly Agree (7)
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7	Harvey Nichols performs the service right the first time.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (1)  D- 4 (6)  E- 5 (7)  F- 6 (5)  G- 7 Strongly Agree (5)
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8	Harvey Nichols provides its services at the time it promises to do so.
	A- 1 Strongly Disagree (0)  B- 2 (1)  C- 3 (0)  D- 4 (1)  E- 5 (8)  F- 6 (10)  G- 7 Strongly Agree (4)
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9	Harvey Nichols insists on error-free records.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (2)  D- 4 (4)  E- 5 (4)  F- 6 (10)  G- 7 Strongly Agree (4)
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10	Employees in Harvey Nichols tell you exactly when services will be performed.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (0)  D- 4 (3)  E- 5 (7)  F- 6 (8)  G- 7 Strongly Agree (6)
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11	Employees in Harvey Nichols give you prompt service.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (0)  D- 4 (5)  E- 5 (4)  F- 6 (7)  G- 7 Strongly Agree (8)
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12	Employees in Harvey Nichols are always willing to help you.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (1)  D- 4 (2)  E- 5 (4)  F- 6 (13)  G- 7 Strongly Agree (4)
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13	Employees in Harvey Nichols are never too busy to respond to your requests.
	A- 1 Strongly Disagree (0)  B- 2 (3)  C- 3 (2)  D- 4 (5)  E- 5 (1)  F- 6 (6)  G- 7 Strongly Agree (7)
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14	The behavior of employees in Harvey Nichols instills confidence in you.
	A- 1 Strongly Disagree (1)  B- 2 (1)  C- 3 (1)  D- 4 (4)  E- 5 (4)  F- 6 (8)  G- 7 Strongly Agree (5)
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15	You feel safe in your transaction with Harvey Nichols.
	A- 1 Strongly Disagree (0)  B- 2 (1)  C- 3 (2)  D- 4 (0)  E- 5 (4)  F- 6 (7)  G- 7 Strongly Agree (10)
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16	Employee in Harvey Nichols are consistently courteous with you.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (2)  D- 4 (3)  E- 5 (5)  F- 6 (8)  G- 7 Strongly Agree (6)
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17	Employees in Harvey Nichols have the knowledge to answer your questions.
	A- 1 Strongly Disagree (0)  B- 2 (1)  C- 3 (1)  D- 4 (4)  E- 5 (7)  F- 6 (6)  G- 7 Strongly Agree (5)
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18	Harvey Nichols gives you individual attention.
	A- 1 Strongly Disagree (1)  B- 2 (0)  C- 3 (2)  D- 4 (3)  E- 5 (8)  F- 6 (4)  G- 7 Strongly Agree (6)
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19	Harvey Nichols has operating hours convenient to all its customers.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (4)  D- 4 (2)  E- 5 (3)  F- 6 (11)  G- 7 Strongly Agree (4)
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20	Harvey Nichols has employees who give you personal attention.
	A- 1 Strongly Disagree (0)  B- 2 (0)  C- 3 (1)  D- 4 (5)  E- 5 (6)  F- 6 (5)  G- 7 Strongly Agree (7)
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