Appendices

Survey Form

Serial Number:

TITLE OF THE RESEARCH: "The investigation about the impact of customer satisfaction on
the profitability of the business organization, a case study of Sainsbury Company in the UK"

Dear participant,

This is an academic research project which is based on the investigation into the impact of
customer satisfaction on the profitability of the business organization, a case study of Sainsbury. I
hope you will support the research with your kind responses. The researcher is strongly bound to
the ethical framework.

Thank You

Socio-Demographic Profile of the survey

1. What is your Gender?

 Male
 Female

2. What is your age group?

 Below 20
 20-29
 30-39
 40 and above

3. What is your position in the organization?

  Manager
 Sales person
 Supervisor
 Assistant manager;
 Accountant

Close-ended Questions:
1. What do types of customers regularly buy the products from Sainsbury?
 Satisfied
 dissatisfied
 neutral
 new
2. What are the factors influence the level of satisfaction in the Sainsbury?
 image/ brand
 Marketing mix
 product or service quality
 commitment
3. What is the current situation of profitability in the Sainsbury?
 Strong enough
 moderate
 weak
4. Do you think customer satisfaction impact on the profitability in the Sainsbury company?
 Yes
 No
 Neutral
5. How can profitability be increased through customer satisfaction in the Sainsbury?
 Marketing mix
 commitment
 product or service quality
 image/ brand