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This store has modern-looking equipment and fixtures.

* The physical facilities at this store are visually appealing.

* Materials associated with this store's service (such as shopping bags, catalogs, or statements) are visually appealing.

This store has clean, attractive, and convenient public areas (restrooms, fitting rooms).

* The store layout at this store makes it easy for customers to find what they need.

The store layout at this store makes it easy for customers to move around the store.

When this store promises to do something by a certain time, it will do so.

This store provides its services at the time it promises to do so.

This store performs the service right the first time.

This store has merchandise available when the customers want it.

This store insists on error-free sales transactions and records.

* Employees in this store have the knowledge to answer customers' questions.

* The behavior of employees in this store instill confidence in customers.

Customers feel safe in their transactions with this store.

* Employees in this store give prompt service to customers.

Employees in this store tell customers exactly when services will be performed.

Employees in this store are never too busy to respond to customer's requests.

* This store gives customers individual attention.

* Employees in this store are consistently courteous with customers.

Employees of this store treat customers courteously on the telephone.

* This store willingly handles returns and exchanges.

When a customer has a problem, this store shows a sincere interest in solving it.

* Employees of this store are able to handle customer complaints directly and immediately.

* This store offers high quality merchandise.

This store provides plenty of convenient parking for customers.

* This store has operating hours convenient to all their customers.

This store accepts most major credit cards.

This store offers its own credit card.