quality customer service

Question (with number and sections)		score
Customer Service
1	The guards wear uniform and are well trained	strongly disagree disagree neutral agree strongly agree £R£££
2	Luggage transportation is accurate, timely and safe	strongly disagree disagree neutral agree strongly agree £££R£
3	The reception staff have a good attitude	strongly disagree disagree neutral agree strongly agree £R£££
4	Reservation service is guaranteed	strongly disagree disagree neutral agree strongly agree £££R£
5	The deposit will be refunded quickly at checkout	strongly disagree disagree neutral agree strongly agree ££R££
Hotel hygiene
6	The restaurant is clean and tidy.	strongly disagree disagree neutral agree strongly agree ££££R
7	The guest room is clean and tidy with no sundries and stains.	strongly disagree disagree neutral agree strongly agree £££R£
8	The bar in the hall is free from stains, and the table is clean and free from sundries.	strongly disagree disagree neutral agree strongly agree £R£££
9	The Cooking bench and kitchen utensils are clean, and the ingredients are fresh and hygienic.	strongly disagree disagree neutral agree strongly agree £R£££
10	Parking lot is free of clutter, clean and tidy.	strongly disagree disagree neutral agree strongly agree £R£££
Hotel catering
11	A great variety of restaurants.	strongly disagree disagree neutral agree strongly agree £££R£
12	The price is acceptable.	strongly disagree disagree neutral agree strongly agree £R£££
13	The food tastes good.	strongly disagree disagree neutral agree strongly agree ££R££
14	Waiters are professional.	strongly disagree disagree neutral agree strongly agree £££R£
Hotel facilities
15	The lobby rest area is tidy,reasonable layout, no dust.	strongly disagree disagree neutral agree strongly agree £R£££
16	Recreation facilities are perfect, such as swimming pool, gym, chess room and so on.	strongly disagree disagree neutral agree strongly agree £££R£
17	Customer supplies in good condition, non-destructive, no dust. Such as: hanger, trash can, shoeshine machine and so on.	strongly disagree disagree neutral agree strongly agree £££R£

Note: The form we use is Likert Scale. We used Likert’s five-level choices: strongly disagree/disagree/neutral/agree/strongly agree to measure positive or negative responses to a statement.

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