EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION

A STUDY OF FAST FOOD OUTLETS

As a part of curriculum, we, the students of management at Graphic Era University, are conducting a research on the above topic. Kindly fill in this questionnaire as per views. 1) Do you prefer eating out? __Yes __No __Sometimes 2) Have you heard about the following chains? __ McDonalds __ KFC (Kentucky Fried Chicken) __Dominos __Pizzahut 3) Which fast-food outlet do you frequently visit? __ McDonalds __KFC (Kentucky Fried Chicken) __Dominos __Pizzahut 4) Which service do you prefer? __Self service __Waiter/waitress service 5) Who do you usually go with when you dine at fast food outlets? __Alone __Family __Friends __A Large group

6) How much are you willing to pay for a quality fast food meal? __upto 150/__150/- to 300/__above 300/7) Do you find that having a 'Kids Menu' at fast-food outlet is useful? __Very useful __Somewhat useful __Not useful 8) What meal are you most likely to eat at a fast-food outlet? (please number, where 1 is most preferred) __Breakfast __Lunch __Dinner __No meals, only drinks 9) How often do you visit a fast-food outlet each month? __Rarely, 0-1 times __Sometimes, 2-4 times __Fairly occasionally, 5-9 times __Very occasionally, 10+ 10) Do special offers on meals and prices attract you to a fast-food outlet? __No __Sometimes __Yes 11) What influence your visit to a particular outlet? __Self-Decision __Promotional Schemes __Because of Friends and families

STATEMENTS
1) 2) 3) 4) 5) 6) Facilities, equipment and tools. Ability to perform promised service dependably and accurately. Willingness to help customers and provide prompt service. Knowledge, courtesy and ability to inspire trust and confidence. Caring and individualized attention to its customers. Responsiveness, speed and timeliness of service delivery. Personal safety of customer's possession while participating in service process. Foods offered are of reasonable rate. Convenient location. Appearance of personnel. Care, concern, consideration, sympathy and patience shown to the customer. Physical comfort of service quality and facility Cleanliness and tidiness of tangible components. Staff's commitment to their work Ability of service provider to communicate in a way the customer can understand. Competence, skill, expertise, professionalism with which service is executed. Courtesy, politeness, respect shown by staff. Flexibility, willingness, and ability to alter the services to meet customer needs. Warmth and personal approachability of service providers. Integrity, honesty, justice and

EXPECTED
7 6 5 4 3 2 1 7

PERCEIVED
6 5 4 3 2 1

7) 8) 9) 10)

11) 12) 13) 14)

15)

16) 17)

18)

19) 20)

21)

22)

fairness in treating customers. Reliability and consistency of performance of service facilities. Aesthetics extent to which service package components are pleasing to customer.

Name ______________________________ Gender _____________________________ Age ________________________________ Occupation__________________________ Family Members______________________ Income______________________________