UNIVERSITI KUALA LUMPUR

CUSTOMER SATISFACTION FEEDBACK FORM

COMPANY

: ..

GENDER

MALE / FEMALE

Please tick ( / ) based on scales given :

SERVICE QUALITY AND CUSTOMER SATISFACTION INDEX FOR LOCAL NON
DESTRUCTIVE TESTING VENDOR.
Strongly Agree

Agree

Not Sure

Disagree

Strongly Disagree

Is the facility provided satisfactory?

2
3

Facility provided is very clean

Building is presentable

Employee is very helpful

Employee is very friendly

Service provided with explanation

TANGIBLES

EMPLOYEE FACILITIES

NO. DESCRIPTION

equipments
8

Tools and equipments are sufficient

Tools and equipments are handled by

experts.

10

Maintenance service provided is always

acceptable.

11

The

maintenance

outcome

always

TOOL & EQUIPMENT

Availability of up to date tools and

COSISTENT

consistence in quality for the same routine

inspections.
Service provided is consistently available

Maintenance service provided is on time.

14

Scheduled maintenance services always

15

focus on the request part.

Always advice on other parts if defect is

16

detected.
Service provided

17

required.
The service is being provided by experts.

18

The

19

referrences
The completion of task is on time.

20

The maintenance is complete before due

21

date.
The request on the service is being

provided

reliable

by

when

reputable
SPEED

service

is

RELIABLE

13

ACCURATE

when required.

RELIABILITY

12

The

26

competence people.
The service is handled by knowledge

27

personnel.
Competency of the personnel leads to

28
29

excellent reputation.
The price of the service provided is cheap.
Some of the simple task is given without

30

being charge.
The request is always being entertained

maintenance

is

handled

by

RESPONSIVENESS

25

ASSURANCE

24

telephone.
The request is being entertained by email.

RESPOND

The request is being entertained by

KNOWLEDGE

23

COURTESY

22

assisted instantly.
Respond of the request is less than a day.

34

understood.
The part that

maintained

is

functional.
35

The confidence on function of part of

being maintained is high.

36

No

record

on

bad

37

maintenance.
The part that

38

physically unchanged.
The part that has been dissembled is

39

easily assembled.
Physical quality of the outcome is not

being

outcome

from

maintained

is

PHYSICAL

being

EMPATHY

The caring is the main attraction.

The difficulty prior to the service is being

TECHNICAL QUALITY OUTCOME

32
33

FUNCTIONAL

31

urgency.
The communication always easy.

CARING

even documentation is not complete due

questionable.
- Thank you for your sincere cooperation -