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

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

12

Employees are always willing to help

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

-

-

-

-

-

-