Electronic city - Silkboard Elevated Expressway :- Assessment of service quality

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The subject of this questionnaire is the 9 km Elevated Flyover that stretches between Silkboard and Electronic city in the Banglore Hosur National Highway. The objective is to assess the customers' satisfaction level and thus measure the service quality of the Elevated Flyover.

Please provide the following informations :-

Gender

Male

Female

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Age group

Below 20

Between 20-29

Between 30-39

40 and above

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Occupation

Own business

Employee

Student

Housewife

Other:

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Income (Monthly)

Below 10000

10000 - 25000

25000- 40000

Above 40000

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Type of vehicle used to commute

Own two wheeler

Own four wheeler

Company bus/cab

Public transport

Other:

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How often you travel between Electronic city and Silkboard (approx)

Daily basis

Once in a week

Once in a month

Once in 3 months and lesser than that

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Which road you use while commuting between Silkboard and Electronic city

Elevated Expressway (most of the times)

Normal road below (most of the times)

Both ( approx 50-50 basis)

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EXPECTED and PERCEIVED SERVICE LEVEL

Below are some of the statements which describe certain qualities and features of the elevated expressway. There are 22 statements, each asked in two ways.

The first version '(E)' represents your your expectations on certain qualities and features of the elevated expressway.
Please note that you have to answer according to your expectations about the service before you actually used it.

The second version '(P)' relates to your feelings and opinions about the elevated expressway after using it.
Please note that you have to answer only according to your perception after the experience.

Please rate the statements on the below scale

1 - Strongly agree 2 - Agree 3 - Neither agree nor disagree 4 - Disagree 5 - Strongly disagree

(E) denotes Expectation
(P) denotes Perception

1 (E) The elevated flyover will solve the traffic problems in the Silkboard - Electronic city route

Strongly agree

Strongly disagree

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1(P) The elevated flyover do solves the traffic problems in the Silkboard - Electronic city route

Strongly agree

Strongly disagree

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2 (E) The elevated flyover will always get me to my destination quickly

Strongly agree

Strongly disagree

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2 (P) The elevated flyover gets me to my destination quickly whenever i use it

Strongly agree

Strongly disagree

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3 (E) I will always have an easy and comfortable journey through the elevated flyover

Strongly agree

Strongly disagree

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3 (P) I always have an easy and comfortable journey through the elevated flyover

Strongly agree

Strongly disagree

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4 (E) The elevated flyover will be reliable, that i can depend on it in any critical or emergency situations

Strongly agree

Strongly disagree

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4 (P) The elevated flyover is reliable, that i can depend on it in any critical or emergency situations

Strongly agree

Strongly disagree

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5 (E) The elevated flyover will be regularly maintained and cleaned

Strongly agree

Strongly disagree

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5 (P) The elevated flyover is regularly maintained and cleaned

Strongly agree

Strongly disagree

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6 (E) The elevated flyover will be spacious enough to accomodate the traffic

Strongly agree

Strongly disagree

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6(P) The elevated flyover is spacious enough to accomodate the traffic

Strongly agree

Strongly disagree

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7 (E) There will be enough display devices that clearly communicate road/traffic signs like speed limits, directions, exits, toll rate etc

Strongly agree

Strongly disagree

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7 (P) The display devices clearly communicate road/traffic signs like speed limits, directions,entry, exits, toll rate etc

Strongly agree

Strongly disagree

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8 (E) The architecture and the roadway will be visually attractive

Strongly agree

Strongly disagree

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8 (P) The architecture and the roadway is visually attractive

Strongly agree

Strongly disagree

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9 (E) It will not be difficult to find the channel of authorities for making suggestions and complaints

Strongly agree

Strongly disagree

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9(P) It is not difficult to find the channel of authorities for making complaints

Strongly agree

Strongly disagree

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10 (E) The service providers will respond promptly to users suggestions and complaints

Strongly agree

Strongly disagree

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10 (P) The service providers respond promptly to users suggestions and complaints

Strongly agree

Strongly disagree

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11 (E) The employees will respond promptly in case of situations like traffic congestion, damage, repair work etc to maintain the smooth service

Strongly agree

Strongly disagree

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11 (P) The employees respond promptly in case of situations like traffic congestion, damage, repair work etc to maintain the smooth service

Strongly agree

Strongly disagree

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12 (E) The service providers will have the expertise and competence in delivering flawless service

Strongly agree

Strongly disagree

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12 (P) The service providers have the expertise and competence in delivering flawless service

Strongly agree

Strongly disagree

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13 (E) The waiting time(entry/exit/toll payment) in using the elevated flyover will be short

Strongly agree

Strongly disagree

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13 (P) The waiting time(entry/exit/toll payment) in using the elevated flyover is short

Strongly agree

Strongly disagree

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14 (E) It will be rare to have accidents on the elevated flyover

Strongly agree

Strongly disagree

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14 (P) It is rare to have accidents on the elevated flyover

Strongly agree

Strongly disagree

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15 (E) I can trust the safety plan created by the service providers

Strongly agree

Strongly disagree

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15 (P) I trust the safety plan created by the service providers

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16 (E) It will be safe to travel through the elevated flyover

Strongly agree

Strongly disagree

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16 (P) I feel safe to travel through the elevated flyover

Clear selection

17 (E) The service will be worth making compromises (like toll charge, extra distance, risk etc )

Strongly agree

Strongly disagree

Clear selection

17 (P) The service is worth making the compromises ( like toll charge, extra distance, risk etc )

Clear selection

18 (E) The authorities create a satisfyingly barrier/restrictions free environment

Strongly agree

Strongly disagree

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18 (P) The authorities create a satisfyingly barrier free environment

Strongly agree

Strongly disagree

Clear selection

19 (E) There are no better alternatives than the elevated flyover for the traffic problems in this route

Strongly agree

Strongly disagree

Clear selection

19 (P) There are no better solutions than the elevated flyover for the traffic problems in this route

Strongly agree

Strongly disagree

Clear selection

20 (E) I can afford the elevated flyover service

Strongly agree

Strongly disagree

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20 (P) I can afford the elevated flyover service

Strongly agree

Strongly disagree

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21 (E) The authorities will have an understanding on the public requirements in creating the elevated flyover service

Strongly agree

Strongly disagree

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21 (P) The authorities have an understanding on the peoples' requirements in creating the elevated flyover service

Strongly agree

Strongly disagree

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22 (E) The service operating hours will be meeting my requirements

Strongly agree

Strongly disagree

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22 (P) The service operating hours meet my requirements

Strongly agree

Strongly disagree

Clear selection

IMPORTANCE WEIGHTS

Listed below are five features pertaining to the elevated flyover service. We would like to know how much each of these features is important to the customer. Please allocate 100 points among the five features according to how important it is to you. Make sure the points add up to 100.

1. The appearance of the tollway, physical facilities, roadway, cleanliness and design

2. The performance of the flyover in delivering the promised service dependably and accurately

3 The service providers’ willingness in knowing users’ suggestions and respond promptly

4 The ability of the authorities in creating security, trust and confidence among the commuters to use the tollway

5 The caring, understanding and barrier free environment the authorities provides its customers.

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