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Questionnaire Name - Service Quality of Department Stores in London

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1	Excellent department store will have modern-looking equipment.
	A- 1 Strongly Disagree (2)  B- 2 (2)  C- 3 (1)  D- 4 (11)  E- 5 (7)  F- 6 (14)  G- 7 Strongly Agree (15)
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2	The physical facilities at excellent department store will be visually appealing.
	A- 1 Strongly Disagree (1)  B- 2 (4)  C- 3 (2)  D- 4 (2)  E- 5 (12)  F- 6 (13)  G- 7 Strongly Agree (18)
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3	Employees at excellent department store will be neat-appearing.
	A- 1 Strongly Disagree (2)  B- 2 (3)  C- 3 (2)  D- 4 (2)  E- 5 (8)  F- 6 (9)  G- 7 Strongly Agree (24)
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4	Materials associated with the services (such as pamphlets or statements) will be visually appealing in an excellent department store.
	A- 1 Strongly Disagree (1)  B- 2 (1)  C- 3 (0)  D- 4 (6)  E- 5 (15)  F- 6 (8)  G- 7 Strongly Agree (18)
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5	When excellent department store promise to do something by a certain time, they will do so.
	A- 1 Strongly Disagree (3)  B- 2 (1)  C- 3 (0)  D- 4 (4)  E- 5 (5)  F- 6 (12)  G- 7 Strongly Agree (27)
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6	When a customer has a problem, excellent department store will show a sincere interest in solving it.
	A- 1 Strongly Disagree (3)  B- 2 (1)  C- 3 (0)  D- 4 (2)  E- 5 (3)  F- 6 (11)  G- 7 Strongly Agree (32)
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7	Excellent department store will perform the service right the first time.
	A- 1 Strongly Disagree (2)  B- 2 (1)  C- 3 (3)  D- 4 (7)  E- 5 (3)  F- 6 (12)  G- 7 Strongly Agree (24)
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8	Excellent department stores will provide their services at the time they promise to do so.
	A- 1 Strongly Disagree (1)  B- 2 (2)  C- 3 (0)  D- 4 (4)  E- 5 (5)  F- 6 (12)  G- 7 Strongly Agree (27)
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9	Excellent department stores will insist on error-free records.
	A- 1 Strongly Disagree (2)  B- 2 (1)  C- 3 (0)  D- 4 (7)  E- 5 (10)  F- 6 (15)  G- 7 Strongly Agree (17)
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10	Employees in excellent department stores will tell customers exactly when services will be performed.
	A- 1 Strongly Disagree (3)  B- 2 (0)  C- 3 (2)  D- 4 (5)  E- 5 (5)  F- 6 (13)  G- 7 Strongly Agree (23)
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11	Employees in excellent department stores will give prompt service to customers.
	A- 1 Strongly Disagree (4)  B- 2 (2)  C- 3 (0)  D- 4 (3)  E- 5 (6)  F- 6 (8)  G- 7 Strongly Agree (29)
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12	Employees in excellent department stores will always be willing to help customers.
	A- 1 Strongly Disagree (3)  B- 2 (0)  C- 3 (2)  D- 4 (1)  E- 5 (4)  F- 6 (9)  G- 7 Strongly Agree (32)
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13	Employees in excellent department store will never be too busy to respond to customers' requests.
	A- 1 Strongly Disagree (3)  B- 2 (2)  C- 3 (2)  D- 4 (6)  E- 5 (4)  F- 6 (12)  G- 7 Strongly Agree (23)
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14	The behavior of employees in excellent department stores will instill confidence in customers.
	A- 1 Strongly Disagree (3)  B- 2 (1)  C- 3 (2)  D- 4 (2)  E- 5 (9)  F- 6 (12)  G- 7 Strongly Agree (23)
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15	Customers of excellent department stores will feel safe in their transactions.
	A- 1 Strongly Disagree (3)  B- 2 (0)  C- 3 (0)  D- 4 (4)  E- 5 (7)  F- 6 (3)  G- 7 Strongly Agree (34)
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16	Employees in excellent department stores will be consistently courteous with customers.
	A- 1 Strongly Disagree (1)  B- 2 (1)  C- 3 (0)  D- 4 (6)  E- 5 (7)  F- 6 (10)  G- 7 Strongly Agree (25)
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17	Employees in excellent department stores will have the knowledge to answer customers' questions.
	A- 1 Strongly Disagree (1)  B- 2 (2)  C- 3 (1)  D- 4 (2)  E- 5 (7)  F- 6 (10)  G- 7 Strongly Agree (28)
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18	Excellent department stores will give customers individual attention.
	A- 1 Strongly Disagree (3)  B- 2 (0)  C- 3 (2)  D- 4 (3)  E- 5 (3)  F- 6 (12)  G- 7 Strongly Agree (28)
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19	Excellent department stores will have operating hours convenient to all their customers.
	A- 1 Strongly Disagree (4)  B- 2 (2)  C- 3 (2)  D- 4 (8)  E- 5 (4)  F- 6 (12)  G- 7 Strongly Agree (20)
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20	Excellent department stores will have employees who give customers personal attentions.
	A- 1 Strongly Disagree (3)  B- 2 (1)  C- 3 (2)  D- 4 (3)  E- 5 (7)  F- 6 (16)  G- 7 Strongly Agree (20)
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