Welcome and thank you for participating in this survey. My name is Lorenzo Mens, and I am currently in the final year of my Bachelor's degree in Commercial Economics. As part of my graduation project, in collaboration with Chapman Bright, I am conducting this survey to explore the differences between customer expectations and their actual service experiences. Your insights will play a vital role in understanding these dynamics and contributing to the broader knowledge in the field of service quality.
The survey consists of several statements where you will be asked to rate your agreement or disagreement using a Likert scale. It should take approximately 10 minutes to complete, and your responses will be kept confidential and used solely for the purposes of this study. Your participation is greatly appreciated and will help shed light on important aspects of customer service for Chapman Bright.
Thank you for taking the time to contribute to this research.