We are students in Marketing from TIMS.

We are carrying out a study on how students perceive service

quality in grocery stores. We would be happy if you could help us answer the following questions. Thank
you.
The questionnaire is in two parts, expectations and experience.
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STATEMENTS
Ideal Cafe Shop should have modern equipment.

Their physical facilities (chairs,tables, lights) should be

visually appealing
Their employees should be well dressed and appear neat.
The physical environment of the Cafe Shop should be
clean.
When Cafe Shop promise to do something by a certain
time, they should do so
When a customer has a problem, Cafe Shop should show
a sincere interest in solving it.
Cafe Shop should perform the service right the first time.
They should provide their services at the time they
promise to do so
They should keep their records accurately.
Employees should make information easily obtainable by
the customers.
Employees should give prompt service to customers.
Waiters are always willing to help customers.
Employees in a Cafe Shop should never be too busy to
respond to customers' requests
The behaviour of waiters should instil confidence in
customers
Customers should be able to feel safe in their
transactions in Cafe Shop.
Their waiters should be polite.
Waiters/manager should have the knowledge to answer
customers questions.
Cafe Shop should give customers individual attention

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Their operating hours should be convenient to all their

customers.
Employees should give customers personal service.
They should have their customers' best interest at heart.

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SCORE

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The employees should understand the specific needs of

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their customers
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Cafe Shop should have enough variety of dishes
Expectations: Please, show the extent to which you think CAFE SHOP should possess the following
features. We are interested in knowing your expectations from ideal fast food restaurant. You should rank
each statement as follows;
Strongly Disagree
1

Strongly Agree
3

Perceptions: The following statements deal with the perceptions of service experienced in INSOMNIA
Gandhidham. Please, show the extent to which these statements reflect your perception of service in
INSOMNIA Gandhidham.

SR
N
1

STATEMENTS
Insomnia have modern equipments.

Their physical facilities (chairs,tables, lights) should be

visually appealing
Their employees should be well dressed and appear neat.
The physical environment of the Insomnia should be
clean.
When they promise to do something by a certain time,
they should do so
When a customer has a problem, Insomnia show a sincere
interest in solving it.
Insomnia perform the service right the first time.
They should provide their services at the time they
promise to do so
They should keep their records accurately.
Employees should make information easily obtainable by
the customers.
Employees should give prompt service to customers.
Waiters are always willing to help customers.
Employees in a Insomnia should never be too busy to
respond to customers' requests
The behaviour of waiters should instil confidence in
customers
Customers should be able to feel safe in their
transactions in Insomnia.
Their waiters should be polite.
Waiters/manager should have the knowledge to answer
customers questions.
Insomnia give customers individual attention

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7

Their operating hours should be convenient to all their

customers.
Employees should give customers personal service.
They should have their customers' best interest at heart.

1
1

2
2

3
3

4
4

5
5

6
6

7
7

The employees should understand the specific needs of

their customers

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Insomnia have enough variety of dishes

SCORE