QUESTIONNAIRE

Reliability 1. My Institute/University provides all the relevant services according to the given time schedule. 2. My Institute/ University always provides me accurate and timely fees voucher. 3. The Management of my Institute/University possesses the required skills and knowledge to perform required services. 4. Teaching staff of my Institute/University possess the required skills and knowledge to perform required services. 5. Operational staff of my Institute/University possesses the required skills and knowledge to perform required services. 6. The employees of my Institute/University are skilled and well experienced. 7. There is no doubt about the research capabilities of my Institute/ University. Assurance 1. My Institute/ University always keep the records of all students upto- date.

2. The employees of my Institute/University explain their services in details to the students in language they can easily understand. 3. University told me about fee structure and other related expenses. Tangible 1. The class rooms are spacious and well equipped with latest technology. 2. My Institute/University has spacious hostels to accommodate the students. 3. well dressed employees 4. My Institute/University has sufficient tools and equipments to provide required services. 5. The physical representation of the brochures / degrees / transcripts and students card is eye catching.

6. My Institute/ University always provide me within formation about my program and the other related programs. 7. The advertisements of my Institute/ University are true reflection of reality.

Empathy 1. My Institute has a system in position to listen to my problems. 2. My Institute/ University always assure me to handle if any problem occurs.

Responsiveness. 1. My Institute/ University respond to my problems immediately and positively. 2. My Institute/ University provide me prompt services when I needed.

3. The quality of food and services at cafeteria is satisfactory. 4. I am satisfied with the overall service quality of my Institute/University