A Report on

Measuring Service Availability

using SERVQUAL Model

on BRTC

ii

Measuring Service Availability using SERVQUAL Model

On

BRTC

Prepared for:

…………………

�������, Department of Marketing

Bangladesh University ……………………..

Prepared by:

………….,

ID No. ……….,

Intake: …..,

Department of Marketing (A),

BBA,

Date of submission: September 11, 2014

iii

Date: September 11, 2014

Mr. ……………………..

Department of Marketing

…………………………………….,

Bangladesh

Submission of report

Dear Sir,

It is our pleasure to submit you this report as your direction given during

this semester. However, I have thoroughly enjoyed preparing this report

based on “Measuring Service Availabilityusing SERVQUAL Model on

BRTC” as requirement of MKT-…..

This exercise was very interesting to me. May be that some error crept in

this work, and for those errors I am solely responsible. But one thing I

would say is that I have worked hard to perform this job in the best

possible way within the level of my knowledge and skill.

Finally, I want to show my gratitude to you, as without your co-operation

it would be really impossible for me to prepare this report. If you need

any assistance to interpret anything in this report, please call on me.

Thanking you

……………..

iv

Acknowledgement

This report has been prepared with a span of 10 days. As the study deals with

“Measuring Service Availability using SERVQUAL Model on BRTC”, I have

surveyed my study in many fields where many students expended their friendly

hands. Without them it would be impossible to finish this report.

First of all, I owe much to my course teacher Mr. ………………………….,

who advice me how to make a report, so this report is a dream without him. He

also assured us to help in any kind of difficulties.

I put my sincere gratitude to everyone who contributed by giving various inputs

en-route for making this report. I would like to kneel down to almighty Allah, as

he has given me the patience and ability to prepare this report. Finally, I

recognize and really appreciate the contribution of our classmates who gave me

time to collect information and make this report honorable supervisor to help

me whenever I asked for.

v

Executive Summary

BRTC is a popular and government organization. It is known all over

the world which is used in various ways by the different people from

involving using vehicles in the transportation way. It helps in the

place to place to connect one another. So one cannot stay without it.

Some scholars justify this report and suggest that many subjects have

found in this report. Those are – the way of using BRTC, the positive

and the negative roles of services about BRTC, compare the using of

BRTC, also show here service quality through SERVQUAL model.

Some recommendations are included at the end of this report that may

follow to change the position of this organization. The need of

analyzing customer data and measuring customer satisfaction has

been originated from my experience where it is found these problems

are facing problem and their satisfaction level is not uniform in

nature, holds confusing dispersion in each other’s opinion. To fulfill

my internship objectives and finding a solution to this problem, it

became an intuitive decision to know about the customers, their

emphasized stimulus of satisfaction and finally their overall

satisfaction level upon which some specific conclusion could be made

along with complete understanding of the whole scenario.

The research data for analysis and measurement has been collected by

a standard survey questionnaire for this type of marketing research;

which includes both specific and general statement of customer

satisfaction on this service.

After analyzing data by applying popular descriptive statistical

techniques and tools, it is found that the customers sample size is

representing the population in terms of satisfaction. As the result from

survey is the main finding of research, so it can be said that the result

is representing quantitatively and qualitatively, the customer

satisfaction.

vi

Contents

Chapter- 1: Introduction page Background

Significance of the study

Scope of the study

Objectives of the study

Methodology

Limitations

1

1

1

2

3

6

Chapter- 2: Overview of the company page Profile

Mission and Vision

Service systems

SERVQUAL model

7

7

8

12

Chapter- 3: Findings 14

Chapter- 4: Analysis 16

Chapter- 6: Conclusion & Recommendation page- 17

Bibliography page- 18

Appendix: page- 19

1

1. Introduction

1.1. Background

Bangladesh Road Transport Corporation (BRTC) was established as a

government corporate transport body under the ordinance No VII of 1961

with a view to providing modern mass communication service to esteemed

passengers throughout the country. Moreover, BRTC is meant to play

strategic interventional role in road transport sector and to render emergency

service during times of natural calamities. BRTC has been able to carry out

these services with the fullest satisfaction of the stake holders.

Historically speaking, the then EPRTC, though started its journey in the year

1961 but the gallop in real sense, started right after the victory in the glorious

Liberation War in 1971. BRTC got re-organized after the liberation war

under the direct supervision and dynamic instruction of the Founder of the

new independent Bangladesh and Father of the nation, Bangabandhu Sheikh

Mujibur Rahman. New fleets of buses and trucks have been introduced in

different times. Presently, BRTC is the proud owner of 1116 number of

buses and 140 numbers of trucks though this number is not enough to

provide the desired service to the stake holders. Relentless efforts are being

carried out to run BRTC in its full capacity.

1.2. Significance of the study

• This is digital bus service in Bangladesh,

• This also include training service in their service system,

• Their model of bus is highly measurable,

• Their workshop is so much upgraded.

1.3. Scope of the study

One of the significant objectives of BRTC is to provide training facilities for

drivers and mechanics in order to develop skilled manpower in the transport

2

sector for both home and abroad. BRTC, on its part, provides comprehensive

institutional training to the trainees. It is obvious that the drivers trainees

intend to get their driving license as soon as possible after the completion of

their training period. For this reason, BRTC has introduced one stop service.

At present, the stipulated competency board for providing driving license

can only be held in 03 training institutes out of 17. So, one stop service for

the trainees in complete package can be provided only from three training

institutes. Effort is going on to provide one stop service to other training

institutes as well. People will feel attracted to institutionalized training and

the country will have skilled drivers which is a high demanding facet from

every corner of the society.

1.4. Objectives of the study

� To operate road transport services for both passengers and cargo.

� To provide safe, reliable and efficient transport service at an

affordable fare.

� To facilitate private sector in transport service and introduction of

new routes.

� To play strategic interventional role at the time of emergency.

� To promote tourism.

� To provide training facilities for Drivers, Mechanics and in

transport management in order to develop skilled manpower in the

road transport sector for both home and abroad.

� To utilize BRTC's land and properties for additional revenue

earnings for subsidizing the unprofitable bus routes and services

for disabled, women's, students, government employees, poor and

destitute etc.

� To contract out and sub-contract the buses to the able private

owners so as to promote competition for quality services and co-

existence of the public-private relationship in the road transport

3

sector for greater private sector participation in the operation of

BRTC buses.

� To research vehicle and engine types and safety considerations for

bringing harmony in operation of the bus and truck services and to

combat the air pollution's factor for better environment.

1.5. Methodology

i. Type of Research design

The research can be termed as Quantitative Research which has mainly

conducted by Primary Direct Survey data. The data are being quantified and

generalized to find a result that can measure and describe the level of

customer satisfaction. The research also includes some sort of qualitative

data to generalize the demographic of respondent so that overall result gets

a perfect and justified round-up. The analytical data has collected from a

simple, fixed direct survey questionnaire which is structured and analyzed

by descriptive statistical techniques. It also could recommend a final course

of action on the basis of result which could help the customer and software

authority to decide about their future course of action.

ii. Sources of Data

The data needed for doing research has been fetched from two types of

sources. First one is the Primary source of data, refers to sources from which

primary data are being collected. This primary data has originated from

customer. Another source is secondary that supplies secondary data to

research and they are indirectly applied to research as helping material.

a. Primary Data Sources

� Survey Questionnaire

� Face-to-Face Conversation

b. Secondary Data Sources

� Prior dissimilar reports

� Clients’ application

4

� Annual Report

� Online Articles on Preparing and Conducting Questionnaire

Survey

iii. Data collection procedure

This has been done from 2nd

September to 12th

September, 2014 in Mirpur-

14. Data is collected during 10 days full formal hour.

iv. Research instrument

The research can be termed as Quantitative Research which has mainly

conducted by Primary Direct Survey data. The data are being quantified and

generalized to find a result that can measure and describe the level of

customer satisfaction. The research also includes some sort of qualitative

data to generalize the demographic of respondent so that overall result gets

a perfect and justified round-up. The analytical data has collected from a

simple, fixed direct survey questionnaire which is structured and analyzed

by descriptive statistical techniques. It also could recommend a final course

of action on the basis of result which could help the customer about their

future course of action.

v. Scaling Technique

The scaling technique that has been used in my survey questionnaire is

called Liker scale which is one of the most prominent, effective and easy

itemized scale of measurement. It has five response categories from

“Strongly Disagree” to “Strongly Agree” which requires the respondents to

indicate a degree of agreement or disagreement with each of a series of

statements related to stimulus objects. It contains the characteristics of both

main form of interval and ordinal scale. It possesses the characteristics of

description, order and distance. This scale is being widely used in marketing

research of customer satisfaction and it is a popular technique for online

surveys. Though its time consuming to prepare, administer, answer and

evaluate but customer can understand it easily.

5

vi. Sampling plan

a. Population

To complete this survey, I take people from the area of Mirpur-14.

b. Sampling frame

I meet with respondents my area; I find them more or less included in my

list. For avoiding sampling frame error, I have taken some officers of my

branch into my research as they are also the user of different banks credit

card and have provided rational rating. Before getting their remarks or

participation, I had to confirm that their identity will not be included in the

research data or analysis and I had to do what they instructed me to do. I

had maintained a diary to follow my sampling frame.

c. Selecting Sampling Technique

Selecting the sampling technique involves several decision of a broader

nature. The technique has three primary parts of sampling technique and

from which I have selected the Sampling without Replacement which

refers to a technique in which the element from sampling frame are

removed from it once it’s been included for sample. There is no second

chance to get into the frame to become an element. I carefully monitored

this process so that no one gets repeat entry within my sample and analysis.

I have used the Judgmental Sampling technique which is a non-

probabilistic sampling technique; no element will come twice in the

research by chance as the selection of element is directed by my judgment.

When I found any credit cardholder in my branch, I just followed him

when he or she is done with work. I introduced myself and requested to

talk with me for a while about the credit card and his satisfaction factor.

After judging the impression of element towards the credit card and its

attributes, I gave a survey questionnaire to the element with his or her

permission. I used my cognitive judgment and intuition to find perfect

elements that has eagerness, patience, knowledge and statement to be put in

my research. I am confident and also lucky to find elements with different

characteristics. The technique was convenient for me to apply as broad

target population was not involved.

6

d. Sample elements

The questionnaire is needed to complete report.

e. Sample Size

The sample size has been 30.

f. Time period and data collection

I take 10 days from 1st September April 10

th September to complete this

survey.

vii. Data Analysis

The analysis of survey data is very difficult and coherent job to do for a

researcher. Everything that has been mentioned in the methodology gets

application and implementation here. After analyzing the data collected

from primary and secondary sources, the result on the topic comes out and

represent what is intended to.

It is a quantitative research that mostly has quantitative data with few

qualitative data too. The primary data which is the survey data has been put

into application by using some descriptive statistical techniques. There are

five ways to analyze the primary data. I have preferred to choose the

descriptive way here which uses mean/median/mode to find the central

limit tendency of data and standard deviation, variance to show the level of

dispersion from central limit. As the research have both exploratory and

conclusive characteristics in a balance along with interval scale of

measurement, it is strongly advisable by theory to use.

1.6. Limitations

� We have got inadequate of time to time to accomplish our survey.

� The numbers of students were not reliable for the research. We

surveyed on 30 persons. This may not cover an ideal sample.

� They do not tell us truth in our survey.

7

� The students of public university are too lazy to give us sufficient

time and information.

� Our budget was limited.

� Our investigation is not fully international but for compare and

taking improvement, we take some surveys report on some countries.

� Some of our members were not active to get the information of this

investigation.

� Male and female were not equally accepting this investigation.

� Last of all, we are not regular writing in report.

2. Overview of the company

2.1. Profile

Bangladesh Road Transport Corporation (BRTC) is the state-owned

transport corporation of Bangladesh. It was established under the

Government Ordinance No.7 of 1961 dated 4 February 1961. Following

the independence of Bangladesh in 1971, it assumed its current name.

BRTC is a semi-autonomous corporation under the Ministry of

Communication. The governing body includes the Communication

Minister, the Communication Secretary, the Director of the corporation, and

other officials.

2.2. Mission and Vision

• To create an modern training organization,

• To develop e-ticketing service system,

• To increase depot position,

• To build up digital workshop,

• To create citizen charter and one stop service.

8

2.3. Service systems

i. Bus

City Service:

Sl.

No

Name of Depot Staff Bus Total

Single

Decker

Double

Decker

1. Double Decker Bus Depot 09 nos 12 nos 21 nos

2. Kalyanpur Bus Depot 26 nos 52 nos 78 nos

3. Joarsahara Bus Depot 18 nos 02 nos 20 nos

4. Motijeel Bus Depot 02 nos 05 nos 07 nos

Total = 55 nos 71 nos 126

nos

School Service:

Existing City Routes Total = 11

1. Abdullahpur-Motijheel Via Firmgate

2. Balughat-Cantonment- Motijheel Via Firmgate

3. Abdullahpur-Azimpur Via Manik Mia Avenue

4. Gazipur-Gulistan Via Firmgate

5. Mirpur12- Motijheel Via Firmgate

6. Gabtoli-Gulistan Via Firmgate

7. Gabtoli-Khilgaon Via Gulshan1

8. Rupnagar-Motijheel Via Firmgate

9. Mohammadpur- Badda Via Mohakhali

9

10. Nabinagar-Gulistan Via Firmgate

11. Mohammadpur-Gulshan2 Via Firmgate Police Box

BRTC Bus service is classified into International, city service and Inter-District

Service:

International Bus Service:

a. Dhaka - Kolkata International Service :

b. Dhaka Agartala Bus Service:

Dhaka Based Bus Services

Regional Bus Services:

Most of the greater districts and divisional cities are covered by these services.

Luxury buses with comfortable sitting facilities are provided to the passengers.

Inter-district Service:

(a) Chittagong Bus Depot, Tel. No. 031- 683423

(b) Bogra Bus Depot, Tel. No. 051- 66145

(c) Comilla Bus Depot, Tel. No. 081- 61988

(d) Pabna Bus Depot, Tel. No. 0731- 64768

(e) Rangpur Bus Depot, Tel. No. 0521- 64110

(f) Barisal Bus Depot, Tel. No. 0431- 63793

(g) Sylhet Bus Depot

(h) Narsingdi Bus Depot

(i) Khulna Bus Depot

Staff Bus Service:

These services are only available for government offices.

ii. Truck

10

BRTC Truck division was established in the year of 1971. Primary

objectives of this division were to carry govt. foods, relief, fertilizers

throughout Bangladesh. Utilizing the fleet of 170 trucks about 20% of

govt. food grain is carried out through these trucks. Truck service is also

available for private hiring.

Hiring and details fare chart available from 2 main offices situated at

Dhaka and Chittagong. Besides these 2 offices, booking offices are also

available at some key areas.

MAIN TRUCK DEPOTS:

(1) Dhaka Truck Depot ... Tel. No. 880-2-9112103

(2) Chittagong Truck Depot ... Tel. No. 031-684058

BOOKING OFFICE

(1) Khulna.

(2) Bogra.

(3) Rajshahi.

(4) Rangpur.

(5) Dinajpur.

(6) Mymensigh.

(7) Faridpur.

(8) Daudkandi.

(9) Sylhet.

iii. Training

As a part of mitigating unemployment problem, the training institutes of BRTC

are playing important role- 20000 personal received/receiving in last 03 years

11

training from 17 Training Institute. Total 17 training institutes in different

locations of the country are imparting training to drivers and technicians.

List of BRTC Training Institute

Sl. no. Name of Depot Phone no.

01 Central Training Institute, Joydevpur 9252307

02 Tejgaon Training Institute. 9125132

03 Narayangonj Training Institute. 764-6915

04 Chittagong Training Institute. 031-684058

05 Bogra Training Institute. 051-66145

06 Khulna Training Institute. 041-786143

07 Pabna Training Institute. 0731-64768

08 Narsingdi Training Institute. 01817-116951

09 Comilla Training Institute. 081-61988

10 Barisal Training Institute. 0431-63793

11 Sylhet Training Institute. 01916-721044

12 Utholi Training Institute. 01714-320244

13 Sonapur Training Institute, Noakhali. 01920898095

14 Jessore Training Institute. 041-786143

15 Double Decker Training Institute. 9002395

16 Gopalgonj Training Institute. 01817-782866

17 Dinajpur Training Institute. 01712-430550

12

iv. Workshop

List of BRTC Workshop

Sl. no. Name of Depot Phone no.

01 Central workshop at Tejgaon 9112103

02 Integrated Central Workshop (ICWS) 031-684058

Integrated Central Workshop (ICWS), Gazipur

Heavy Repair of all fleet of BRTC in ICWS

A huge number of buses have been placed under heavy repair since last 07 years

which is preventing BRTC from operating with its full capacity. This present

government realizing the magnitude of corruption and non availability of

enough BRTC buses in roads, came forward with taka 8.00 crore to repair/

rebuild those buses and give a lucrative shape to this organization. BRTC has

already completed this rebuild process of 110 single decker and double decker

buses in their Integrated Central Work shop (ICWS) located at Gazipur at much

cheaper repair cost.

Central Workshop (CWS) at Tejgaon, Dhaka

Jeeps, cars and buses of Government, Autonomous body, Corporation and other

organizations are repaired and maintained here.

2.4. SERVQUAL model

SERVQUAL, later called RATER, is a quality management framework.

SERVQUAL was developed in the mid-1980s by Zeithaml, Parasuraman &

Berry to measure quality in the service sector. By the early 1990s, the authors

had refined the model to five factors that enable the acronym RATER:

i. Reliability

Reliability is defined he ability to perform the promised service dependably and

accurately.

13

� Problem fixed the first time and ready when promised.

� Reaching time to promised destinations depart and arrive on

schedule.

ii. Assurance

It is defined the knowledge and courtesy of employees and their ability to

convey trust and confidence.

� Trusted name.

� Good safety record.

� Competent employees.

� Knowledgeable staff and mechanics.

� Well trained.

� Credible information sources on the site.

� Credentials and reputation.

iii. Tangibles

These are defined as the appearance of physical facilities, equipment, personnel

and communication materials.

� Repair facilities.

� Waiting area.

� Moderate equipment and uniform.

� Ticketing counters.

� Moderate bus and truck.

� Own equipment and workshop.

iv. Empathy

It is defined the provision of caring, individualized attention to customers.

� Acknowledges customer by name.

14

� Remembers previous problems and preferences.

� Anticipates customer needs.

� Gets to know the clients.

v. Responsiveness

Responsiveness is defined the willingness to help customers and to provide

prompt service.

� Accessible.

� Responds to request.

� Prompt and speedy system for ticketing.

� Quick website with easy access and no down time.

3. Findings

In order to measure the ethical issues of customer product using a series of

questions were asked to the customers with the help of a questionnaire, the data

from these questions are tabulated below. For clear understanding, the overall

satisfaction has been divided into satisfaction with the package and satisfaction

with the after sales service. As already mentioned, the survey was conducted

among thirty BRTC subscribers; it was conducted in three way direct

appointment, over telephone and with the help of email.

I asked total twenty two closed end question to thirty subscribers. In the basis of

strongly agree to strongly disagree. So the point of strongly agree is 5, and

strongly disagree is 1.

So the highest point for a question is 150 (30*5) and the lowest point is 30

(30*1). Here I find out the total point for each question and also find out the

average point of each question.

From the total point and average point I divided in to three category of

subscribers, satisfied subscribers, moderate subscribers and not satisfied

subscribers.

15

If the average point is more than 4, then satisfied subscribers.

If the average point is more than 3, then moderate subscribers.

If the average point is less than 3, then not satisfied subscribers.

Questions Total

point

out of

150

Average

point

Statements in the Reliability Dimension

1. When BRTC promises to do something by a certain

time, it does so.

71 2.36

2. BRTC performs the service right the first time. 108 3.6

3. BRTC provides its services at the time it promises to

do so.

106 3.53

4. BRTC insists on error free records. 75 2.5

Statements in the Responsiveness Dimension

5. BRTC keeps customers informed about when services

will be performed.

96 3.2

6. Employees in BRTC give you prompt service. 94 3.13

7. Employees in BRTC are consistently courteous with

you.

61 2.03

8. Employees in BRTC are never too busy to respond to

your request.

75 2.5

Statements in the Assurance Dimension

9. The behavior of employees in BRTC instills

confidence in you.

86 2.86

10. You feel safe your transaction with BRTC. 57 1.9

11. Employees in BRTC are consistently courteous with

you.

79 2.63

12. Employees in BRTC have the knowledge to answer

your questions.

96 3.2

Statements in the Empathy Dimension

13. BRTC gives you individual attention. 79 2.63

14. BRTC has employees who give you personal attention. 67 2.23

15. BRTC has your best interests at heart. 64 2.13

16. Employees in BRTC understand your specific needs. 67 2.23

17. BRTC has operating hours that are convenient to all its

customers.

79 2.63

16

Statements in the Tangible Dimension

18. BRTC has modern looking equipment. 107 3.56

19. This company’s physical facilities are visually

appealing.

119 3.96

20. This company’s employees appear neat. 94 3.13

21. Materials associated with the service (such as the

pamphlets or statements) are visually appealing at

BRTC.

109 3.63

4. Analysis

It is already discussed that BRTC is the leading company in the transportation

sector in Bangladesh. This has been possible because it has a created a superior

image in comparison to the other product industry. In other words, BRTC has a

clear advantage over competitors.

Rating from the from the questionnaire analysis in the following table according

to amount of mean:

Ques.

Number N mean min max std. deviation variance skewness kurtosis

Ques.19 30 3.966667 0 21 8.689074 75.5 1.863496 3.673611

Ques.21 30 3.633333 0 13 6.123724 37.5 0.381032 -2.992

Ques.2 30 3.6 0 13 5.338539 28.5 0.427215 -1.76731

Ques.18 30 3.566667 0 19 7.648529 58.5 1.720905 3.139601

Ques.3 30 3.533333 0 14 6.480741 42 0.587822 -2.89796

Ques.12 30 3.2 3 8 2.12132 4.5 -0.52378 -0.96296

Ques.5 30 3.2 1 11 3.962323 15.7 0.125385 -1.16962

Ques.20 30 3.133333 0 18 7.155418 51.2 1.755936 3.231888

Ques.6 30 3.133333 0 13 5.357238 28.7 0.216582 -1.3601

Ques.11 30 2.633333 1 12 4.086563 16.7 0.751697 1.060275

17

Ques.1 30 2.366667 0 13 5.700877 32.5 0.404796 -2.56331

Ques.4 30 2.5 0 16 6.797058 46.2 0.926044 -0.26789

Ques.7 30 2.033333 0 15 6.284903 39.5 0.513588 -0.65342

Ques.8 30 2.5 0 13 4.743416 22.5 0.468486 1.17037

Ques.9 30 2.866667 0 12 5.495453 30.2 -0.27235 -2.69703

Ques.10 30 1.9 0 17 6.83374 46.7 1.4298 1.978871

Ques.13 30 2.633333 0 13 5.244044 27.5 0.260035 -1.33223

Ques.14 30 2.233333 0 17 6.670832 44.5 1.465377 2.232294

Ques.15 30 2.133333 0 12 5.787918 33.5 -0.1934 -2.97215

Ques.16 30 2.233333 0 14 5.244044 27.5 0.780106 1.047934

Ques.17 30 2.633333 1 12 4.086563 16.7 0.751697 1.060275

5. Conclusion

It is already known that BRTC in Bangladesh is serviced in different styles and

ways. So, most of the people can like to take the services of BRTC.

The findings of this report show here the regular performance is qualified but

not satisfactory for the Bangladesh people. So it is necessary their services and

training workshop are highly qualified but not use in proper way.

For take a good carrier for organization, it is necessary, to see the people want

and how their performance will be can match with their mind according to

SERVQUAL model.

18

6. Recommendation

BRTC is now the upgraded service organization in transformation sector. But

they cannot try to increase their services. Because-

� It is a governmental organization that is not increasable site in

Bangladesh.

� Their assets are spoil mostly in the political sides.

� Their employees are not helpful to each other.

7. Bibliography

� Kotler,P: Armstrong,G: Agnihotri,P.Y: Haque,E. (2012-2013),

“Principles of Marketing”, 13th

edition, Dorling Kindersley(India)

� Guffy, M.E.(2010-2011), “Essentials of Business Communication”,

Fifth edition, Dave Shaut

� Ullah, M.K.(2006), “A Potential English Grammar & Composition”,

7th

edition, Shupti Prokashoni

19

8. Appendix

Sample of questionnaire:

BRTC

SAMPLE Questionnaire

Basic Information:

Name : …………………………………………………………………………..

Address : ……………………………………………………………………...

Age: ……………………………….

Sex: Male Female

Profession: Salaried Businessperson Professional

Others

Mobile: ……………………………………

E-mail address: …………………………………………

Organization name: ………………………………………………………….

Organization Address: ………………………………………………………

Questions for research:

Please tick on identify your level of satisfaction for the following items:

Questions Strongly

Disagree

Disagree Neutral Agree Strongly

Agree

Statements in the Reliability Dimension

22. When BRTC promises to do

something by a certain time, it

does so.

23. BRTC performs the service

right the first time.

20

24. BRTC provides its services at

the time it promises to do so.

25. BRTC insists on error free

records.

Statements in the Responsiveness Dimension

26. BRTC keeps customers

informed about when services

will be performed.

27. Employees in BRTC give you

prompt service.

28. Employees in BRTC are

consistently courteous with

you.

29. Employees in BRTC are

never too busy to respond to

your request.

Statements in the Assurance Dimension

30. The behavior of employees in

BRTC instills confidence in

you.

31. You feel safe your transaction

with BRTC.

32. Employees in BRTC are

consistently courteous with

you.

33. Employees in BRTC have the

knowledge to answer your

questions.

Statements in the Empathy Dimension

34. BRTC gives you individual

attention.

35. BRTC has employees who

give you personal attention.

36. BRTC has your best interests

at heart.

37. Employees in BRTC

understand your specific

needs.

38. BRTC has operating hours

that are convenient to all its

customers.

21

Statements in the Tangible Dimension

39. BRTC has modern looking

equipment.

40. This company’s physical

facilities are visually

appealing.

41. This company’s employees

appear neat.

42. Materials associated with the

service (such as the pamphlets

or statements) are visually

appealing at BRTC.

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