The sampling method is disproportionate convenience sampling. A Cronbach analysis was conducted both for the pilot test as well as the main survey for each ASS attribute falling under the five SERVQUAL dimensions. The questionnaire was pilot tested and it was found that the Cronbach’s alpha coefficient for all of the ASS
attributes falling under five dimensions ranged from 0.72 to 0.81.
The pilot test was conducted mainly to find out whether the questionnaire was easily-understandable as well as whether there were any vague and confusing questions in the questionnaire.
After conducting the pilot test, the wordings of some questions in the questionnaire were revised to make it easy for the respondents easy to understand. In total, 600 printed questionnaires were distributed to the customers of LPG Stove making company and another 100 electronic questionnaires were sent via email. Of the
total 700 questionnaires distributed, 510 were obtained yielding 72% response rate in which 450