Dear Valued Respondent,

I, FadzilahBintiMohdMustar currently study in University Malaya and doing my research and

study related to the impact of service quality towards customer loyalty at Giant, Bachang
Melaka.
GUIDELINES:
i.

Includes in this form are :

Section A: Customer Loyalty
Section B: Service Quality
Section C: Tangibles
Section D: Reliability
Section E: Responsiveness
Section F: Empathy
Section G: Assurance
Section H: Respondent Profile

ii.

The validity of this study highly depends on your sincere and truthful response.

Thank you for your cooperation and assistance.

Please rate the following statements on a scale of 1 to 5.

Neither Agree
Strongly agree

Agree

Strongly
Disagree

Nor Disagree
1

Disagree

Please circle the appropriate answer.

Section A: Customer Loyalty
Loyalty is developed over a period of
time from a consistent record of meet the
1

customer and some even exceeding

customer expectation.
Improving customer relations enhance
2

corporate image and promote customer

loyalty through repurchase intentions.

Section B: Service Quality

Service quality holds that this is the
result of the comparison that customers
1

make between their expectations about a

service and their perception of the way

the service has been performed.
Service quality was further developed as
the overall evaluation of a specific
service firm that results from comparing
2
that firms performance with the
customers general expectations of how
firms in that industry should perform.

Section C: Tangible
Tangibles all are about the physical
facilities, equipment and appearance
1
ofpersonal and the way of
communication.
Tangibles will have positive effect on
2

the customer loyalty.

Section D: Reliability

Reliability is just an importance as a goof

first hand impression, because every
1

customer wants to know if their supplier

is reliable and fills the set requirement

with satisfaction.
Reliability is always talked about
2

abilities to perform the promised services

dependably and accurately.

Section E: Responsiveness
Responsiveness refers to the willingness
of the company to help its customer in
1

providing them with a good, quality and

fast service.
Responsiveness also a very important
dimension, because every customer feels
2
more valued if they get the best possible
quality in service.

Section F: Empathy

Empathy refers to how the company

cares and gives individualized attention
1

to their customers, to make the customer

feeling extra valued and special
If the customers feel they get
individualized and quality attention there
2

is a very big chance that they will return

to the company and do business there
again.

Section G: Assurance
Knowledge and courtesy of employees
and their ability to inspire trust and
1
confidence.
If the customer are not comfortable with
the employees, there are the rather large
2
chance that the customers will not return
to do further business with the company.

Section H: Respondent Profile

1. Gender
Male

Female

2. Age

Less than 25

23-35

36-45

46-55

3. How long have you been the customer of Giant, Bachang Melaka?

6 moths 3 years

4 6 years

7 10 years

More than 10 years