Dear respected respondents,
Assalamualaikum and Good Day!
A Survey on Consumer Satisfaction Experience towards Restaurant Services
We are the students at University Technology Mara, Malaysia currently undertaking a field study
and data collecting activities as part of the requirements for a subject of Marketing Research
(MKT537). This questionnaire focuses on Malaysian customer satisfaction of experiencing
restaurant services. The aim of the study is to understand how and why customers form their
experience feelings and what the outcome is.
In this context, we would be very grateful if you would give your full cooperation to respond to
this questionnaire, which should not take more than 15 minutes to complete. Your responses to
this questionnaire will greatly help us to fully research this area and it is vital to the accuracy of
our research findings. All responses given will be treated with strict confidence and only
aggregate data will be used for the research analysis, this research is conducted solely for the
academic purposes.
Should you have any further questionnaire pertaining to any aspect of the study, please contact
the main researcher, Syuwadah, Rini and Hajar. Your kind cooperation is greatly appreciated and
I thank you warmly for your time.
Best Regards,
____
Syuwadah Binti Daud
Nor Riniwaliyati Bt Matsuri
_______
Siti Nor Hajar Bt Hamid
The definitions are applicable for the purpose for this study:
Customer
satisfaction
Attitude
As based on consumers experience, reflecting liking to our company that
meets consumer expectations towards product or services.
The behavior or expression of consumers towards product or services.
BUFFET FOOD PURCHASE BACKGROUD
Rules: Please tick (/) in the box most relevant and write your answer if any than that.
1. What type of buffet food that you will choose?
a. Api-Api steamboat
( )
b. Hotel buffet
( )
c. South garden buffet
( )
d. Others, please specify
2. On an average, how frequently do you purchase this type food brand?
a. Once a month
( )
b. A few times a week
( )
c. About once a day
( )
d. Several times a day
( )
3. Would you recommend this type of food brand to your family, colleague and anybody?
(0 is not at all likely, 5 is extremely likely).
( ) not at all likely (0)
( )1
( )2
( )3
( )4
( )5
4. Do you satisfy with the experience towards the self-service concept?
a) Yes
b) No
PRODUCT QUALITY
The ability of products and services that are consistently meet or exceed customers requirements
or expectations. In other words, it is an ability to fulfil the customer need, wants and preferences.
No
Items
The restaurant provide a halal food/beverages
The restaurant offer healthy options
The restaurant serves tasty food/beverages
The restaurant offers fresh food/beverages
The packaging of the food is attractive.
SERVICE QUALITY
Service quality is defined as the extent to which a service meets customers needs or
expectations (Lewis and Mitchell, 1990; Dotchin and Oakland, 1994; Asubonteng et al., 1996;
Wisniewski and Donnelly, 1996).
No.
1.
2.
3.
4.
Items
Strongly disagree.Strongly Agree
The staffs are always willing to help me.
1
2
3
4
5
The efficient service if this restaurant has my
1
2
3
4
5
best interest at heart.
The restaurant serves my menu exactly as I
1
2
3
4
5
ordered it.
The restaurant serves many kind of food based
1
2
3
4
5
on what I want.
CORPORATE SOCIAL RESPONSIBILITY
We can assume that CSR as a guideline for a firms activities can involve all parts of
organisational processes to have a reciprocal relationship with society and stakeholders
objectives (Wood, 1991; Galbreath, 2010a, b).
Strongly disagree.Strongly Agree
No.
Items
The company of this restaurant..
1.
2.
3.
4.
cares about its customers in terms of religiosity
is society responsible
is a good corporate citizen
cares about its staffs in terms of zakat
1
1
1
1
2
2
2
2
3
3
3
3
4
4
4
4
5
5
5
5
ATTITUDE
The section required your attitude toward your buffet food. Please indicate the extent you agree
or disagree with the following statements.
No
1
2
3
4
Item
This is one of the favorites foods that I wish
like.
I am committed to this food brand.
I consider myself to loyal with this type of food.
I will go out to purchase for this food brand.
Strongly Disagree..Strongly agree
5
1
2
3
4
1
1
1
2
2
2
3
3
3
4
4
4
5
5
5
SERVICE EXPERIENCE
For this section, please rate your emotional reaction according to the way of your favourite
restaurant service experience made you feel.
No.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
Items
Bad
Boring
Calm
Cared for
Dissatisfying
Disappointed
Dull
Impassionate
Influenced
Not adorable
Not established
Not recognize
Relaxed
Unhappy
Unpleasant
Unappealing
Unlovable
Uncomfortable
Undesirable
Worthless
Uninformative
Unmemorable
Un-imaginative
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
1
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
2
Rating
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
Items
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
4
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
5
Good
Interesting
Excited
In control
Satisfying
Contented
Fascinating
Passionate
Influential
Adorable
Established
Recognize
Stimulated
Happy
Pleasant
Appealing
Lovable
Comfortable
Desirable
Valuable
Informative
Memorable
Imaginative
COMMITMENT
This section examines your commitment toward your favourite restaurant service. Kindly mark
and indicate the extent to which you agree or disagree with the each of the following statements.
No.
1.
2.
3.
Items
Strongly disagree.Strongly Agree
I would not switch to other restaurant service,
1
2
3
4
5
even if I had a problem with the service
provided
I am committed to this restaurant service.
1
2
3
4
5
This is my favourite restaurant service which
1
2
3
4
5
has the kind of food I like.
DEMOGRAPHIC PROFILE
Please tick X on the appropriate answer pertaining to your personal data.
1. Gender
Male
Female
2. Age group
16-24
25-34
35-44
45-54
55 and above
3. Ethnic group
Malay
Chinese
Indian
Others, please specify
4. Marital status
Single
Married with children
Married with no children
5. What is your employment status today?
Public Sector Employee
Private Sector Employee
Self Employed
Unemployed
Housewife
Student
Others, please specify
6. Monthly income/allowance
RM1, 000 and below
RM1, 001 RM3, 000
RM3, 001 RM5, 000
RM5, 001 RM7, 000
RM7, 001 and above
