1. Excellent hotels will have modern looking equipment.

Graph :

2. The physical facilities at excellent hotels will be visually appealing.

Graph :

3. Personnel at excellent hotels will be neat in appearance.

Graph :

4. Materials associated with the service (such as pamphlets or statements) will be visually appealing in excellent hotels.

Graph :

5. When excellent hotels promise to do something by a certain time they will do so.

Graph :

6. When a customer has a problem, excellent hotels will show a sincere interest in solving it.

Response Disagree Neutral Agree Strongly Agree Total

Frequency 2 3 18 27 50

Percentage 4 6 36 54 100

Graph :

7. Excellent hotels will get things right the first time.

Response Disagree Neutral Agree Strongly Agree Total

Frequency 1 2 17 30 50

Percentage 2 4 34 60 100

Graph :

8. Excellent hotels will provide their services at the time they promise to do so. Response Neutral Agree Strongly Agree Total Frequency 10 21 19 50 Percentage 20 42 38 100

Graph :

9. Excellent hotels will insist on error-free records.

Response Neutral Agree Strongly Agree Total

Frequency 10 25 15 50

Percentage 20 50 30 100

Graph :

10. Personnel in excellent hotels will tell customers exactly when services will be performed.

Response Neutral Agree Strongly Agree Total

Frequency 10 24 16 50

Percentage 20 48 32 100

Graph :

11. Personnel in excellent hotels will give prompt service to customers

Response Neutral Agree Strongly Agree Total

Frequency 15 22 13 50

Percentage 30 44 26 100

Graph :

12. Personnel in excellent hotels will always be willing to help customers.

Response Neutral Agree Strongly Agree Total

Frequency 12 23 15 50

Percentage 24 46 30 100

Graph :

13. Personnel in excellent hotels will never be too busy to respond to customers requests.

Response Neutral Agree Strongly Agree Total

Frequency 12 23 15 50

Percentage 24 46 30 100

Graph :

14. The behavior of personnel in excellent hotels will instill confidence in customers.

Response Neutral Agree Strongly Agree Total

Frequency 10 25 15 50

Percentage 20 50 30 100

Graph :

15. Customers of excellent hotels will feel safe in their dealings with the Hotels.

Response Neutral Agree Strongly Agree Total

Frequency 7 27 16 50

Percentage 14 54 32 100

Graph :

16. Personnel in excellent hotels will be consistently courteous with customers.

Response Neutral Agree Strongly Agree Total

Frequency 9 23 18 50

Percentage 18 46 36 100

Graph :

17. Personnel in excellent hotels will have the knowledge to answer customers questions.

Response Neutral Agree Strongly Agree Total

Frequency 8 26 16 50

Percentage 16 52 32 100

Graph :

18. Excellent hotels will give individual attention to customers.

Response Neutral Agree Strongly Agree Total

Frequency 8 24 18 50

Percentage 16 48 36 100

Graph :

19. Excellent hotels will have operating hours convenient to all their customers.

Response Neutral Agree Strongly Agree Total

Frequency 5 20 25 50

Percentage 10 40 50 100

Graph :

20. Excellent hotels will have staff who give customers personal attention.

Response Neutral Agree Strongly Agree Total

Frequency 6 20 24 50

Percentage 12 40 48 100

Graph :

21. Excellent hotels will have the customers best interests at heart.

Response Neutral Agree Strongly Agree Total

Frequency 11 19 20 50

Percentage 22 38 40 100

Graph :

22. The personnel of excellent hotels will understand the specific needs of their customers. Response Neutral Agree Strongly Agree Total Frequency 8 21 21 50 Percentage 16 42 42 100

Graph :