Service Quality Questionnaire
Appendix 2
SERVICE QUALITY QUESTIONNAIRE
This is a questionnaire intended for disabled students of a Higher Education institution: University
The questionnaire comprises three parts (A to C).
Part A - a single question on your level of satisfaction with the overall services
Part B - a set of 26 statements on your assessment of the quality of services delivered within your university, compared with the service level of an excellent university
Part C - four questions: one on overall service quality assessment; one on your years of service experience; one on your rating of the importance of the 10 service quality dimensions and a final question for additional comment
The questionnaire will take no longer than 10 minutes to complete
NAME OF UNIVERSITY _______________________________
TYPE OF DISABILITY (Please circle relevant number)
Learning 1 Visual 2 Hearing 3 Medical 4 Mental Health 5 Mobility 6
Part A
Q1. Please indicate your degree of SATISFACTION with the overall services provided by your University, by placing a check mark X in the relevant box below.
Completely dissatisfied Very dissatisfied Mildly dissatisfied Neither dissatisfied nor satisfied Mildly satisfied Very satisfied Completely satisfied Part B ASSESSMENT OF SERVICE QUALITY DELIVERY
This section of the questionnaire contains 26 statements relating to the quality of service delivery of your university
Considering an excellent university would be scored as “Absolutely Agree”, please indicate your degree of agreement with the following 26 statements, on your university’s performance on the service feature described.
Absolutely
Disagree Strongly Disagree Slightly Disagree Neither Disagree nor Agree Slightly Agree Strongly Agree Absolutely Agree
1 2 3 4 5 6 7
You should insert the number that reflects your rating of that service feature in the Answer Box
Absolutely
Disagree Strongly Disagree Slightly
SERVICE QUALITY QUESTIONNAIRE
This is a questionnaire intended for disabled students of a Higher Education institution: University
The questionnaire comprises three parts (A to C).
Part A - a single question on your level of satisfaction with the overall services
Part B - a set of 26 statements on your assessment of the quality of services delivered within your university, compared with the service level of an excellent university
Part C - four questions: one on overall service quality assessment; one on your years of service experience; one on your rating of the importance of the 10 service quality dimensions and a final question for additional comment
The questionnaire will take no longer than 10 minutes to complete
NAME OF UNIVERSITY _______________________________
TYPE OF DISABILITY (Please circle relevant number)
Learning 1 Visual 2 Hearing 3 Medical 4 Mental Health 5 Mobility 6
Part A
Q1. Please indicate your degree of SATISFACTION with the overall services provided by your University, by placing a check mark X in the relevant box below.
Completely dissatisfied Very dissatisfied Mildly dissatisfied Neither dissatisfied nor satisfied Mildly satisfied Very satisfied Completely satisfied Part B ASSESSMENT OF SERVICE QUALITY DELIVERY
This section of the questionnaire contains 26 statements relating to the quality of service delivery of your university
Considering an excellent university would be scored as “Absolutely Agree”, please indicate your degree of agreement with the following 26 statements, on your university’s performance on the service feature described.
Absolutely
Disagree Strongly Disagree Slightly Disagree Neither Disagree nor Agree Slightly Agree Strongly Agree Absolutely Agree
1 2 3 4 5 6 7
You should insert the number that reflects your rating of that service feature in the Answer Box
Absolutely
Disagree Strongly Disagree Slightly