Service Quality

Dear Respondents,

The questionnaire is designed to collect information on “an assessment of Ethiopian horticulture development agency’s (EHDA) service quality: a case of floriculture farms” for the purpose of Masters of Business-Administration Specialization in Marketing- (MBA Marketing) at Unity University.

You are not required to write your name and as your valuable response is purely for academical purpose, it will be of strictly confidential.

1. Gender:

Female

Male

2. Educational Qualification:

3. Your Position in your company:

Owner

General Manager

Farm Manager

Marketing/Export Manager

4. Investment type by ownership:

Foreign

Local

Joint Venture

5. Year of your company’s establishment:

6. Number of employees in your company:

7. Average volume of export per year in stems:

How do you feel with regard to the following items:

	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)
EHDA has up-to-date equipment like faxes, internet etc.

EHDA’s facilities are visually appealing.

EHDA’s employees are well dressed and appear neat.

The appearance of the physical facilities EHDA is in keeping with the type of service provided.

When EHDA promises to do something by a certain time, it does so.

When you have problems, EHDA is sympathetic and reassuring.

EHDA is dependable.

EHDA provides its services at the time it promises to do so.

EHDA keeps its records accurately.

EHDA does tell its customers exactly when services will be performed.

	Strongly Disagree (1)	Disagree (2)	Neutral (3)	Agree (4)	Strongly Agree (5)
You do receive prompt service from EHDA employees.

Employees of EHDA are always willing to help customers.

Employees of EHDA are not busy to respond to customer requests promptly.

You can trust employees of EHDA.

You can feel safe in your interaction with EHDA.

Employees of EHDA are polite.

Employees get adequate support from EHDA to do their jobs well.

EHDA does give does give you individual attention.

Employees of EHDA do give you personal attention.

Employees of EHDA do know what your needs are.

EHDA does have your best interests at heart.

EHDA does have operating hours convenient to all their customers.

How often do you conduct surveys?

Weekly

Monthly

Quarterly

Annually