No | Attributes (factors) related to service performance of NNP | Percentage of Satisfaction from the total Respondents (152 tourist) | |||||||||
Very low | Low | Undecided | Good | Very good | |||||||
No. | % | No. | % | No. | % | No. | % | No. | % | ||
1 | They have modern looking equipment and new technology | 52 | 34.2 | 65 | 42.7 | 0 | 0 | 35 | 23.1 | 0 | 0 |
2 | Appealing office décor | - | - | 101 | 66.4 | 10 | 6.6 | 41 | 27 | - | - |
3 | Employees look clean & tidy | - | - | 44 | 30 | 13 | 8.5 | 95 | 62.5 | - | - |
4 | The material elements and the documents that have to do with service (destination, lodgings, visualizing) are visually appealing | 93 | 61.2 | 39 | 25.6 | 10 | 6.6 | 10 | 6.6 | - | - |
5 | All the promised tasks and explained by the office well performed and perfect | 53 | 35 | 46 | 30.2 | - | - | 53 | 34.8 |
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6 | When the customer (tourist) has a problem they show a sincere interest to solve it | - | - | - | - | 27 | 17.6 | 102 | 67.2 | 23 | 15.2 |
7 | Provision of service right the first time (first impression) | - | - | 25 | 16.5 | 8 | 5.3 | 35 | 23 | 84 | 55.2 |
8 | They habitually perform good service | 33 | 21.7 | 40 | 26.3 | - | - | 79 | 51.9 | - | - |
9 | They insist on making no mistakes in their document | - | - | 12.7 | 7.9 | 25 | 16.4 | 100 | 65.7 | 15 | 10 |
10 | Telling when service to be completed | - | - | - | - | - | - | 152 | 100 | - | - |
11 | Prompt service | - | - | 152 | 100 | - | - | - | - | 8 |
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12 | Employees are always willing to help |
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13 | When there is a problem, there is always a quick response | - | - | 68 | 44.7 | - | - | 84 | 55.3 | - | - |
14 | The behavior of employees installs confidence in their customer (Tourist) | - | - | 33 | 21.7 | 17 | 11.2 | 66 | 43.4 | 36 | 23.7 |
15 | You feel safe in your transaction with the NNP | - | - | - | - | - | - | - | - | 152 | - |
16 | Employees are consistently courteous with customer | - | - | - | - | - | - | 80 | 52.6 | 72 | 47.4 |
17 | Employees have sufficient knowledge, and capacity on their job service and about NNP detail explanation | 66 | 43.4 | 80 | 52.6 | - | - | 6 | 4 | - | - |
18 | The working hours are flexible and convenient | - | - | - | - | - | - | 65 | 42.7 | 87 | 57.3 |
19 | Personal attention by employees | - | - | - | - | - | - | 152 | 100 | - | - |
20 | The employees understand the specific needs of their customer | 80 | 52.6 | 42 | 27.6 | 10 | 6.6 | 20 | 13.2 | - | - |
21 | Sufficient resources to offer good service | 25 | 16.4 | 127 | 83.6 | - | - | - | - | - | - |