This is our SERVQUAL model description using BRTC.

1. A Report on
Measuring Service Availability
using SERVQUAL Model
on BRTC

2. Measuring Service Availability using SERVQUAL Model
On
BRTC
Prepared for:
…………………
, Department of Marketing
Bangladesh University ……………………..
Prepared by:
………….,
ID No. ……….,
Intake: …..,
Department of Marketing (A),
BBA,
Date of submission: September 11, 2014
ii

3. iii
Date: September 11, 2014
Mr. ……………………..
Department of Marketing
…………………………………….,
Bangladesh
Submission of report
Dear Sir,
It is our pleasure to submit you this report as your direction given during
this semester. However, I have thoroughly enjoyed preparing this report
based on “Measuring Service Availabilityusing SERVQUAL Model on
BRTC” as requirement of MKT-…..
This exercise was very interesting to me. May be that some error crept in
this work, and for those errors I am solely responsible. But one thing I
would say is that I have worked hard to perform this job in the best
possible way within the level of my knowledge and skill.
Finally, I want to show my gratitude to you, as without your co-operation
it would be really impossible for me to prepare this report. If you need
any assistance to interpret anything in this report, please call on me.
Thanking you
……………..

4. Acknowledgement
This report has been prepared with a span of 10 days. As the study deals with
“Measuring Service Availability using SERVQUAL Model on BRTC”, I have
surveyed my study in many fields where many students expended their friendly
hands. Without them it would be impossible to finish this report.
First of all, I owe much to my course teacher Mr. ………………………….,
who advice me how to make a report, so this report is a dream without him. He
also assured us to help in any kind of difficulties.
I put my sincere gratitude to everyone who contributed by giving various inputs
en-route for making this report. I would like to kneel down to almighty Allah, as
he has given me the patience and ability to prepare this report. Finally, I
recognize and really appreciate the contribution of our classmates who gave me
time to collect information and make this report honorable supervisor to help
me whenever I asked for.
iv

5. Executive Summary
BRTC is a popular and government organization. It is known all over
the world which is used in various ways by the different people from
involving using vehicles in the transportation way. It helps in the
place to place to connect one another. So one cannot stay without it.
Some scholars justify this report and suggest that many subjects have
found in this report. Those are – the way of using BRTC, the positive
and the negative roles of services about BRTC, compare the using of
BRTC, also show here service quality through SERVQUAL model.
Some recommendations are included at the end of this report that may
follow to change the position of this organization. The need of
analyzing customer data and measuring customer satisfaction has
been originated from my experience where it is found these problems
are facing problem and their satisfaction level is not uniform in
nature, holds confusing dispersion in each other’s opinion. To fulfill
my internship objectives and finding a solution to this problem, it
became an intuitive decision to know about the customers, their
emphasized stimulus of satisfaction and finally their overall
satisfaction level upon which some specific conclusion could be made
along with complete understanding of the whole scenario.
The research data for analysis and measurement has been collected by
a standard survey questionnaire for this type of marketing research;
which includes both specific and general statement of customer
satisfaction on this service.
After analyzing data by applying popular descriptive statistical
techniques and tools, it is found that the customers sample size is
representing the population in terms of satisfaction. As the result from
survey is the main finding of research, so it can be said that the result
is representing quantitatively and qualitatively, the customer
satisfaction.
v

6. Contents
Chapter- 1: Introduction page
vi
Background
Significance of the study
Scope of the study
Objectives of the study
Methodology
Limitations
1
1
1
2
3
6
Chapter- 2: Overview of the company page
Profile
Mission and Vision
Service systems
SERVQUAL model
7
7
8
12
Chapter- 3: Findings 14
Chapter- 4: Analysis 16
Chapter- 6: Conclusion Recommendation page- 17
Bibliography page- 18
Appendix: page- 19

7. 1. Introduction
1.1. Background
Bangladesh Road Transport Corporation (BRTC) was established as a
government corporate transport body under the ordinance No VII of 1961
with a view to providing modern mass communication service to esteemed
passengers throughout the country. Moreover, BRTC is meant to play
strategic interventional role in road transport sector and to render emergency
service during times of natural calamities. BRTC has been able to carry out
these services with the fullest satisfaction of the stake holders.
Historically speaking, the then EPRTC, though started its journey in the year
1961 but the gallop in real sense, started right after the victory in the glorious
Liberation War in 1971. BRTC got re-organized after the liberation war
under the direct supervision and dynamic instruction of the Founder of the
new independent Bangladesh and Father of the nation, Bangabandhu Sheikh
Mujibur Rahman. New fleets of buses and trucks have been introduced in
different times. Presently, BRTC is the proud owner of 1116 number of
buses and 140 numbers of trucks though this number is not enough to
provide the desired service to the stake holders. Relentless efforts are being
carried out to run BRTC in its full capacity.
1.2. Significance of the study
• This is digital bus service in Bangladesh,
• This also include training service in their service system,
• Their model of bus is highly measurable,
• Their workshop is so much upgraded.
1.3. Scope of the study
One of the significant objectives of BRTC is to provide training facilities for
drivers and mechanics in order to develop skilled manpower in the transport
1

8. sector for both home and abroad. BRTC, on its part, provides comprehensive
institutional training to the trainees. It is obvious that the drivers trainees
intend to get their driving license as soon as possible after the completion of
their training period. For this reason, BRTC has introduced one stop service.
At present, the stipulated competency board for providing driving license
can only be held in 03 training institutes out of 17. So, one stop service for
the trainees in complete package can be provided only from three training
institutes. Effort is going on to provide one stop service to other training
institutes as well. People will feel attracted to institutionalized training and
the country will have skilled drivers which is a high demanding facet from
every corner of the society.
1.4. Objectives of the study
2
To operate road transport services for both passengers and cargo.
To provide safe, reliable and efficient transport service at an
affordable fare.
To facilitate private sector in transport service and introduction of
new routes.
To play strategic interventional role at the time of emergency.
To promote tourism.
To provide training facilities for Drivers, Mechanics and in
transport management in order to develop skilled manpower in the
road transport sector for both home and abroad.
To utilize BRTC's land and properties for additional revenue
earnings for subsidizing the unprofitable bus routes and services
for disabled, women's, students, government employees, poor and
destitute etc.
To contract out and sub-contract the buses to the able private
owners so as to promote competition for quality services and co-existence
of the public-private relationship in the road transport

9. 3
sector for greater private sector participation in the operation of
BRTC buses.
To research vehicle and engine types and safety considerations for
bringing harmony in operation of the bus and truck services and to
combat the air pollution's factor for better environment.
1.5. Methodology
i. Type of Research design
The research can be termed as Quantitative Research which has mainly
conducted by Primary Direct Survey data. The data are being quantified and
generalized to find a result that can measure and describe the level of
customer satisfaction. The research also includes some sort of qualitative
data to generalize the demographic of respondent so that overall result gets
a perfect and justified round-up. The analytical data has collected from a
simple, fixed direct survey questionnaire which is structured and analyzed
by descriptive statistical techniques. It also could recommend a final course
of action on the basis of result which could help the customer and software
authority to decide about their future course of action.
ii. Sources of Data
The data needed for doing research has been fetched from two types of
sources. First one is the Primary source of data, refers to sources from which
primary data are being collected. This primary data has originated from
customer. Another source is secondary that supplies secondary data to
research and they are indirectly applied to research as helping material.
a. Primary Data Sources
Survey Questionnaire
Face-to-Face Conversation
b. Secondary Data Sources
Prior dissimilar reports
Clients’ application

10. 4
Annual Report
Online Articles on Preparing and Conducting Questionnaire
Survey
iii. Data collection procedure
This has been done from 2nd September to 12th September, 2014 in Mirpur-
14. Data is collected during 10 days full formal hour.
iv. Research instrument
The research can be termed as Quantitative Research which has mainly
conducted by Primary Direct Survey data. The data are being quantified and
generalized to find a result that can measure and describe the level of
customer satisfaction. The research also includes some sort of qualitative
data to generalize the demographic of respondent so that overall result gets
a perfect and justified round-up. The analytical data has collected from a
simple, fixed direct survey questionnaire which is structured and analyzed
by descriptive statistical techniques. It also could recommend a final course
of action on the basis of result which could help the customer about their
future course of action.
v. Scaling Technique
The scaling technique that has been used in my survey questionnaire is
called Liker scale which is one of the most prominent, effective and easy
itemized scale of measurement. It has five response categories from
“Strongly Disagree” to “Strongly Agree” which requires the respondents to
indicate a degree of agreement or disagreement with each of a series of
statements related to stimulus objects. It contains the characteristics of both
main form of interval and ordinal scale. It possesses the characteristics of
description, order and distance. This scale is being widely used in marketing
research of customer satisfaction and it is a popular technique for online
surveys. Though its time consuming to prepare, administer, answer and
evaluate but customer can understand it easily.

11. vi. Sampling plan
5
a. Population
To complete this survey, I take people from the area of Mirpur-14.
b. Sampling frame
I meet with respondents my area; I find them more or less included in my
list. For avoiding sampling frame error, I have taken some officers of my
branch into my research as they are also the user of different banks credit
card and have provided rational rating. Before getting their remarks or
participation, I had to confirm that their identity will not be included in the
research data or analysis and I had to do what they instructed me to do. I
had maintained a diary to follow my sampling frame.
c. Selecting Sampling Technique
Selecting the sampling technique involves several decision of a broader
nature. The technique has three primary parts of sampling technique and
from which I have selected the Sampling without Replacement which
refers to a technique in which the element from sampling frame are
removed from it once it’s been included for sample. There is no second
chance to get into the frame to become an element. I carefully monitored
this process so that no one gets repeat entry within my sample and analysis.
I have used the Judgmental Sampling technique which is a non-probabilistic
sampling technique; no element will come twice in the
research by chance as the selection of element is directed by my judgment.
When I found any credit cardholder in my branch, I just followed him
when he or she is done with work. I introduced myself and requested to
talk with me for a while about the credit card and his satisfaction factor.
After judging the impression of element towards the credit card and its
attributes, I gave a survey questionnaire to the element with his or her
permission. I used my cognitive judgment and intuition to find perfect
elements that has eagerness, patience, knowledge and statement to be put in
my research. I am confident and also lucky to find elements with different
characteristics. The technique was convenient for me to apply as broad
target population was not involved.

12. 6
d. Sample elements
The questionnaire is needed to complete report.
e. Sample Size
The sample size has been 30.
f. Time period and data collection
I take 10 days from 1st September April 10th September to complete this
survey.
vii. Data Analysis
The analysis of survey data is very difficult and coherent job to do for a
researcher. Everything that has been mentioned in the methodology gets
application and implementation here. After analyzing the data collected
from primary and secondary sources, the result on the topic comes out and
represent what is intended to.
It is a quantitative research that mostly has quantitative data with few
qualitative data too. The primary data which is the survey data has been put
into application by using some descriptive statistical techniques. There are
five ways to analyze the primary data. I have preferred to choose the
descriptive way here which uses mean/median/mode to find the central
limit tendency of data and standard deviation, variance to show the level of
dispersion from central limit. As the research have both exploratory and
conclusive characteristics in a balance along with interval scale of
measurement, it is strongly advisable by theory to use.
1.6. Limitations
We have got inadequate of time to time to accomplish our survey.
The numbers of students were not reliable for the research. We
surveyed on 30 persons. This may not cover an ideal sample.
They do not tell us truth in our survey.

13. 7
The students of public university are too lazy to give us sufficient
time and information.
Our budget was limited.
Our investigation is not fully international but for compare and
taking improvement, we take some surveys report on some countries.
Some of our members were not active to get the information of this
investigation.
Male and female were not equally accepting this investigation.
Last of all, we are not regular writing in report.
2. Overview of the company
2.1. Profile
Bangladesh Road Transport Corporation (BRTC) is the state-owned
transport corporation of Bangladesh. It was established under the
Government Ordinance No.7 of 1961 dated 4 February 1961. Following
the independence of Bangladesh in 1971, it assumed its current name.
BRTC is a semi-autonomous corporation under the Ministry of
Communication. The governing body includes the Communication
Minister, the Communication Secretary, the Director of the corporation, and
other officials.
2.2. Mission and Vision
• To create an modern training organization,
• To develop e-ticketing service system,
• To increase depot position,
• To build up digital workshop,
• To create citizen charter and one stop service.

14. 2.3. Service systems
i. Bus
City Service:
Sl.
No
8
Name of Depot Staff Bus Total
Single
Decker
Double
Decker
1. Double Decker Bus Depot 09 nos 12 nos 21 nos
2. Kalyanpur Bus Depot 26 nos 52 nos 78 nos
3. Joarsahara Bus Depot 18 nos 02 nos 20 nos
4. Motijeel Bus Depot 02 nos 05 nos 07 nos
Total = 55 nos 71 nos 126
nos
School Service:
Existing City Routes Total = 11
1. Abdullahpur-Motijheel Via Firmgate
2. Balughat-Cantonment- Motijheel Via Firmgate
3. Abdullahpur-Azimpur Via Manik Mia Avenue
4. Gazipur-Gulistan Via Firmgate
5. Mirpur12- Motijheel Via Firmgate
6. Gabtoli-Gulistan Via Firmgate
7. Gabtoli-Khilgaon Via Gulshan1
8. Rupnagar-Motijheel Via Firmgate
9. Mohammadpur- Badda Via Mohakhali

15. 10. Nabinagar-Gulistan Via Firmgate
11. Mohammadpur-Gulshan2 Via Firmgate Police Box
BRTC Bus service is classified into International, city service and Inter-District
Service:
International Bus Service:
9
a. Dhaka - Kolkata International Service :
b. Dhaka Agartala Bus Service:
Dhaka Based Bus Services
Regional Bus Services:
Most of the greater districts and divisional cities are covered by these services.
Luxury buses with comfortable sitting facilities are provided to the passengers.
Inter-district Service:
(a) Chittagong Bus Depot, Tel. No. 031- 683423
(b) Bogra Bus Depot, Tel. No. 051- 66145
(c) Comilla Bus Depot, Tel. No. 081- 61988
(d) Pabna Bus Depot, Tel. No. 0731- 64768
(e) Rangpur Bus Depot, Tel. No. 0521- 64110
(f) Barisal Bus Depot, Tel. No. 0431- 63793
(g) Sylhet Bus Depot
(h) Narsingdi Bus Depot
(i) Khulna Bus Depot
Staff Bus Service:
These services are only available for government offices.
ii. Truck

16. BRTC Truck division was established in the year of 1971. Primary
objectives of this division were to carry govt. foods, relief, fertilizers
throughout Bangladesh. Utilizing the fleet of 170 trucks about 20% of
govt. food grain is carried out through these trucks. Truck service is also
available for private hiring.
Hiring and details fare chart available from 2 main offices situated at
Dhaka and Chittagong. Besides these 2 offices, booking offices are also
available at some key areas.
MAIN TRUCK DEPOTS:
10
(1) Dhaka Truck Depot ... Tel. No. 880-2-9112103
(2) Chittagong Truck Depot ... Tel. No. 031-684058
BOOKING OFFICE
(1) Khulna.
(2) Bogra.
(3) Rajshahi.
(4) Rangpur.
(5) Dinajpur.
(6) Mymensigh.
(7) Faridpur.
(8) Daudkandi.
(9) Sylhet.
iii. Training
As a part of mitigating unemployment problem, the training institutes of BRTC
are playing important role- 20000 personal received/receiving in last 03 years

17. training from 17 Training Institute. Total 17 training institutes in different
locations of the country are imparting training to drivers and technicians.
11
List of BRTC Training Institute
Sl. no. Name of Depot Phone no.
01 Central Training Institute, Joydevpur 9252307
02 Tejgaon Training Institute. 9125132
03 Narayangonj Training Institute. 764-6915
04 Chittagong Training Institute. 031-684058
05 Bogra Training Institute. 051-66145
06 Khulna Training Institute. 041-786143
07 Pabna Training Institute. 0731-64768
08 Narsingdi Training Institute. 01817-116951
09 Comilla Training Institute. 081-61988
10 Barisal Training Institute. 0431-63793
11 Sylhet Training Institute. 01916-721044
12 Utholi Training Institute. 01714-320244
13 Sonapur Training Institute, Noakhali. 01920898095
14 Jessore Training Institute. 041-786143
15 Double Decker Training Institute. 9002395
16 Gopalgonj Training Institute. 01817-782866
17 Dinajpur Training Institute. 01712-430550

18. iv. Workshop
12
List of BRTC Workshop
Sl. no. Name of Depot Phone no.
01 Central workshop at Tejgaon 9112103
02 Integrated Central Workshop (ICWS) 031-684058
Integrated Central Workshop (ICWS), Gazipur
Heavy Repair of all fleet of BRTC in ICWS
A huge number of buses have been placed under heavy repair since last 07 years
which is preventing BRTC from operating with its full capacity. This present
government realizing the magnitude of corruption and non availability of
enough BRTC buses in roads, came forward with taka 8.00 crore to repair/
rebuild those buses and give a lucrative shape to this organization. BRTC has
already completed this rebuild process of 110 single decker and double decker
buses in their Integrated Central Work shop (ICWS) located at Gazipur at much
cheaper repair cost.
Central Workshop (CWS) at Tejgaon, Dhaka
Jeeps, cars and buses of Government, Autonomous body, Corporation and other
organizations are repaired and maintained here.
2.4. SERVQUAL model
SERVQUAL, later called RATER, is a quality management framework.
SERVQUAL was developed in the mid-1980s by Zeithaml, Parasuraman
Berry to measure quality in the service sector. By the early 1990s, the authors
had refined the model to five factors that enable the acronym RATER:
i. Reliability
Reliability is defined he ability to perform the promised service dependably and
accurately.

19. 13
Problem fixed the first time and ready when promised.
Reaching time to promised destinations depart and arrive on
schedule.
ii. Assurance
It is defined the knowledge and courtesy of employees and their ability to
convey trust and confidence.
Trusted name.
Good safety record.
Competent employees.
Knowledgeable staff and mechanics.
Well trained.
Credible information sources on the site.
Credentials and reputation.
iii. Tangibles
These are defined as the appearance of physical facilities, equipment, personnel
and communication materials.
Repair facilities.
Waiting area.
Moderate equipment and uniform.
Ticketing counters.
Moderate bus and truck.
Own equipment and workshop.
iv. Empathy
It is defined the provision of caring, individualized attention to customers.
Acknowledges customer by name.

20. 14
Remembers previous problems and preferences.
Anticipates customer needs.
Gets to know the clients.
v. Responsiveness
Responsiveness is defined the willingness to help customers and to provide
prompt service.
Accessible.
Responds to request.
Prompt and speedy system for ticketing.
Quick website with easy access and no down time.
3. Findings
In order to measure the ethical issues of customer product using a series of
questions were asked to the customers with the help of a questionnaire, the data
from these questions are tabulated below. For clear understanding, the overall
satisfaction has been divided into satisfaction with the package and satisfaction
with the after sales service. As already mentioned, the survey was conducted
among thirty BRTC subscribers; it was conducted in three way direct
appointment, over telephone and with the help of email.
I asked total twenty two closed end question to thirty subscribers. In the basis of
strongly agree to strongly disagree. So the point of strongly agree is 5, and
strongly disagree is 1.
So the highest point for a question is 150 (30*5) and the lowest point is 30
(30*1). Here I find out the total point for each question and also find out the
average point of each question.
From the total point and average point I divided in to three category of
subscribers, satisfied subscribers, moderate subscribers and not satisfied
subscribers.

21. If the average point is more than 4, then satisfied subscribers.
If the average point is more than 3, then moderate subscribers.
If the average point is less than 3, then not satisfied subscribers.
15
Questions Total
point
out of
150
Average
point
Statements in the Reliability Dimension
1. When BRTC promises to do something by a certain
time, it does so.
71 2.36
2. BRTC performs the service right the first time. 108 3.6
3. BRTC provides its services at the time it promises to
do so.
106 3.53
4. BRTC insists on error free records. 75 2.5
Statements in the Responsiveness Dimension
5. BRTC keeps customers informed about when services
will be performed.
96 3.2
6. Employees in BRTC give you prompt service. 94 3.13
7. Employees in BRTC are consistently courteous with
you.
61 2.03
8. Employees in BRTC are never too busy to respond to
your request.
75 2.5
Statements in the Assurance Dimension
9. The behavior of employees in BRTC instills
confidence in you.
86 2.86
10. You feel safe your transaction with BRTC. 57 1.9
11. Employees in BRTC are consistently courteous with
you.
79 2.63
12. Employees in BRTC have the knowledge to answer
your questions.
96 3.2
Statements in the Empathy Dimension
13. BRTC gives you individual attention. 79 2.63
14. BRTC has employees who give you personal attention. 67 2.23
15. BRTC has your best interests at heart. 64 2.13
16. Employees in BRTC understand your specific needs. 67 2.23
17. BRTC has operating hours that are convenient to all its
customers.
79 2.63

22. Statements in the Tangible Dimension
18. BRTC has modern looking equipment. 107 3.56
19. This company’s physical facilities are visually
appealing.
16
119 3.96
20. This company’s employees appear neat. 94 3.13
21. Materials associated with the service (such as the
pamphlets or statements) are visually appealing at
BRTC.
109 3.63
4. Analysis
It is already discussed that BRTC is the leading company in the transportation
sector in Bangladesh. This has been possible because it has a created a superior
image in comparison to the other product industry. In other words, BRTC has a
clear advantage over competitors.
Rating from the from the questionnaire analysis in the following table according
to amount of mean:
Ques.
Number N mean min max std. deviation variance skewness kurtosis
Ques.19 30 3.966667 0 21 8.689074 75.5 1.863496 3.673611
Ques.21 30 3.633333 0 13 6.123724 37.5 0.381032 -2.992
Ques.2 30 3.6 0 13 5.338539 28.5 0.427215 -1.76731
Ques.18 30 3.566667 0 19 7.648529 58.5 1.720905 3.139601
Ques.3 30 3.533333 0 14 6.480741 42 0.587822 -2.89796
Ques.12 30 3.2 3 8 2.12132 4.5 -0.52378 -0.96296
Ques.5 30 3.2 1 11 3.962323 15.7 0.125385 -1.16962
Ques.20 30 3.133333 0 18 7.155418 51.2 1.755936 3.231888
Ques.6 30 3.133333 0 13 5.357238 28.7 0.216582 -1.3601
Ques.11 30 2.633333 1 12 4.086563 16.7 0.751697 1.060275

23. Ques.1 30 2.366667 0 13 5.700877 32.5 0.404796 -2.56331
Ques.4 30 2.5 0 16 6.797058 46.2 0.926044 -0.26789
Ques.7 30 2.033333 0 15 6.284903 39.5 0.513588 -0.65342
Ques.8 30 2.5 0 13 4.743416 22.5 0.468486 1.17037
Ques.9 30 2.866667 0 12 5.495453 30.2 -0.27235 -2.69703
Ques.10 30 1.9 0 17 6.83374 46.7 1.4298 1.978871
Ques.13 30 2.633333 0 13 5.244044 27.5 0.260035 -1.33223
Ques.14 30 2.233333 0 17 6.670832 44.5 1.465377 2.232294
Ques.15 30 2.133333 0 12 5.787918 33.5 -0.1934 -2.97215
Ques.16 30 2.233333 0 14 5.244044 27.5 0.780106 1.047934
Ques.17 30 2.633333 1 12 4.086563 16.7 0.751697 1.060275
5. Conclusion
It is already known that BRTC in Bangladesh is serviced in different styles and
ways. So, most of the people can like to take the services of BRTC.
The findings of this report show here the regular performance is qualified but
not satisfactory for the Bangladesh people. So it is necessary their services and
training workshop are highly qualified but not use in proper way.
For take a good carrier for organization, it is necessary, to see the people want
and how their performance will be can match with their mind according to
SERVQUAL model.
17

24. 6. Recommendation
BRTC is now the upgraded service organization in transformation sector. But
they cannot try to increase their services. Because-
It is a governmental organization that is not increasable site in
Bangladesh.
Their assets are spoil mostly in the political sides.
Their employees are not helpful to each other.
7. Bibliography
18
Kotler,P: Armstrong,G: Agnihotri,P.Y: Haque,E. (2012-2013),
“Principles of Marketing”, 13th edition, Dorling Kindersley(India)
Guffy, M.E.(2010-2011), “Essentials of Business Communication”,
Fifth edition, Dave Shaut
Ullah, M.K.(2006), “A Potential English Grammar Composition”,
7th edition, Shupti Prokashoni

25. 8. Appendix
19
Sample of questionnaire:
BRTC
SAMPLE Questionnaire
Basic Information:
Name : …………………………………………………………………………..
Address : ……………………………………………………………………...
Age: ……………………………….
Sex: Male Female
Profession: Salaried Businessperson Professional
Others
Mobile: ……………………………………
E-mail address: …………………………………………
Organization name: ………………………………………………………….
Organization Address: ………………………………………………………
Questions for research:
Please tick on identify your level of satisfaction for the following items:
Questions Strongly
Disagree
Disagree Neutral Agree Strongly
Agree
Statements in the Reliability Dimension
22. When BRTC promises to do
something by a certain time, it
does so.
23. BRTC performs the service
right the first time.

26. 24. BRTC provides its services at
the time it promises to do so.
25. BRTC insists on error free
records.
Statements in the Responsiveness Dimension
26. BRTC keeps customers
informed about when services
will be performed.
27. Employees in BRTC give you
prompt service.
28. Employees in BRTC are
consistently courteous with
you.
29. Employees in BRTC are
never too busy to respond to
your request.
Statements in the Assurance Dimension
30. The behavior of employees in
BRTC instills confidence in
you.
31. You feel safe your transaction
with BRTC.
32. Employees in BRTC are
consistently courteous with
you.
33. Employees in BRTC have the
knowledge to answer your
questions.
Statements in the Empathy Dimension
34. BRTC gives you individual
attention.
35. BRTC has employees who
give you personal attention.
36. BRTC has your best interests
at heart.
37. Employees in BRTC
understand your specific
needs.
38. BRTC has operating hours
that are convenient to all its
customers.
20

27. Statements in the Tangible Dimension
39. BRTC has modern looking
equipment.
40. This company’s physical
facilities are visually
appealing.
41. This company’s employees
appear neat.
42. Materials associated with the
service (such as the pamphlets
or statements) are visually
appealing at BRTC.
Please give comment as a suggestion:
21
“Thanks for your valuable time”