CUSTOMERS EXPECTATION AND PERCEPTION TOWARDS

DRUGSTORES IN KIDAPAWAN CITY

INTERVIEW GUIDE

Respondent No. _________

DIRECTION: Kindly fill up the questionnaire to the best of your knowledge. All
personal information will be kept confidential.

I. Characteristics of the Respondents

Name (optional): ____________________________ Age: ________

Gender: ( ) Male ( ) Female

Educational Attainment:
( ) Bachelor Graduate ( ) Doctorate Level
( ) Masteral Level ( ) Doctorate Graduate
( ) Master’s Graduate ( ) others (specify): ___________

Monthly Income:
( ) Less than 10,000 ( ) 50,001 – 70,000
( ) 10,001 – 30,000 ( ) 70,001 – 90,000
( ) 30,001 – 50,000 ( ) Above 90,001
II. Customers’ Expectation and Perception towards Service
Quality

Direction: Put check which is corresponding to your answer.

1 - Strongly Disagree
2 - Disagree
3 - Either Agree or Disagree
4 - Agree
5 - Strongly Agree

A.) Customer’s Expectation and Perception towards Reliability

Dimension

5 4 3 2 1

1. Drugstores provide you

service as promised.

2. Drugstores perform
the service at the right time.

3. Dependability in handling
the customers’ problems.

4. Drugstores always have

the merchandise available
when customers want it.

5. Services are error free.

B.) Customer’s Expectation and Perception towards Responsiveness
Dimension

5 4 3 2 1
1. Employees of the Drugstores
tell exactly when
services will be provided.

2. Employees of the Drugstores

gives me prompt
service.

3. Employees of the Drugstores

willing to help me.

4. Employees of the Drugstores

are never too busy
to respond to my request.

C.) Expectation and Perception towards Assurance Dimension

Customer’s

5 4 3 2 1
1. The behavior of employees
in Drugstores is
confidence in customers.

2. Making customers feel safe

in their transaction.

3. Employees in Drugstores
are consistently courteous
with customers.

4. Employees in Drugstores
have the knowledge to
answer
my question.
D.) Customer’s Expectation and Perception towards Empathy
Dimension

5 4 3 2 1
1. Providing customers with
individual attention.

2. A Drugstores has employees

who give me individual
attention.

3. Having the customers’ best

interest at heart.

4. Understanding the customers’

requirements.

E.) Customer’s Expectation and Perception towards Tangibles

Dimension

5 4 3 2 1
1. A Drugstores have modern
looking equipment.

2. A Drugstores physical
facilities are visually
appealing.

3. A Drugstores employees
are neat and clean.

4. Convenient parking for

customers.

5. A Drugstores have convenient

business hours.