CONVENIENCE

Was the service center conveniently located?

RELIABILITY

Was the problem fixed and will the fix last?

RESPONSIVENESS

Were customer service personnel willing and able to answer questions?

TIME

How long do the clients have to wait?

ASSURANCE

What prevention measures do you have?

What appraisal measures do you have?

How do you manage internal failure?

How do you manage external failure?

COURTESY

Were customer service personnel and the cashier friendly and courteous?

TANGIBLES

Were the facilities clean? Were personnel neat?

CONSISTENCY

Was the service quality good, and was it consistent with previous visits?

RESPONSIBILITY

What are the respective responsibilities of the following departments:

Procurement?

Materials management?

Human resource management?

Security?

PDPU?

OPD?

Engineering and facilities management?

Housekeeping?

Linen?

Library?