Using SERVQUAL scale, create a questionnaire for a service firm that you patronize or are familiar with.

The SERVQUAL scale is a widely used tool to assess service quality across five key dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Below is a questionnaire created using the SERVQUAL scale for a service firm, such as a hotel, where customer satisfaction and service quality are critical. The questionnaire is designed to gauge customer perceptions and expectations of the service firm.

Section 1: Tangibles (Physical Evidence of Service)

1. The hotel facilities (rooms, lobby, restaurants) are clean and well-maintained.
2. The hotel staff is dressed professionally and in a neat manner.
3. The furniture and equipment in the hotel rooms are modern and functional.
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