ABR Questionnaire

GROUP MEMBERS: Ali Bin Masood -25775

Hassan Bin Nasir - 25774
Talal Salahuddin – 17062
Shafqat Sehar Mughal -25802

SUBJECT: ABR (QUANTITATIVE)

SUBMITTED TO: Dr. Huma Amir
PROGRAM: MBA-M
RESEARCH TOPIC 1. What is the effectiveness of
self-service kiosks in
reducing wait times for
customers?
2. What is the effect of self-
service kiosks on customer
satisfaction with the ordering
process

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 Section A:
Please provide your answer by using the tick () mark:

Responses
1. Gender  Male  Female

2. Age  11-15 Years  16-20 years

 21-26 Years  27-31 years
 32-36 Years  37-42 years
 43 and above

3. Education  Matriculation/O Level  Intermediate/A Levels

 Bachelor’s Degree  Master’s Degree
 Others
4. Occupation  Employed  Unemployed
 Student  Self Employed

5. Monthly family income (PKR)  Less than 50,000  50,000-100,000

 100,000-150,000  150,000-200,000
 More than 200,000
6. How often do you go to  Once a month  Twice a month
restaurants?  3-4 times month  More than 5 times

7. Have you used a Kiosk system  Yes  No idea

before in a restaurant?
 No  Maybe

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User Experience
Attractiveness: General impression towards the product. Do users like or dislike the
product? This scale is a pure valence dimension.
Annoying Enjoyable
Good Bad
Unlikable Pleasing
Unpleasant Pleasant
Attractive Unattractive
Friendly Unfriendly

Efficiency: Is it possible to use the product fast and efficiently? Does the user
interface look organized?
Fast Slow
Inefficient Efficient
Impractical Practical
Organized Cluttered

Perspicuity: Is it easy to understand how to use the product? Is it easy to get familiar
with the product?
Not Understandable
Understandable
Easy to learn Difficult to
learn
Complicated Easy
Clear Confusing

Dependability: Does the user feel in control of the interaction? Is the interaction with
the product secure and predicable?

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Annoying Enjoyable
Boring Varied
Irritating Not irritating
Dull Energetic
Disappointing Exciting

Stimulation: Is it interesting and exciting to use the product? Does the user feel
motivated to further use the product?
Valuable Inferior
Boring Exciting
Not Interesting
interesting
Motivating Demotivating

Novelty: Is the design of the product innovative and creative? Does the product grab
the attention of users?
Creative Dull
Inventive Conventional
Usual Leading
Edge
Conservative Innovative

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Waiting times at a restaurant
Strongly Disagree Neutra Agree Strongly
Disagree l
Agree

1. Unoccupied time feels

longer than occupied time

2. Pre-process waits
influenced satisfaction
levels
3. Uncertain Wait influenced
satisfaction levels
4. Unexplained Wait
influenced satisfaction
levels
5. Waiting for valuable
services influenced
satisfaction levels

Please describe your feelings concerning the waiting time you have experienced
in restaurant
Annoying Pleasant
Boring Varied
Irritating Not
irritating
Dull Energetic
Disappointing Exciting

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Restaurant Environment with respect to waiting time (Waiting
Environment)
Strongly Disagree Neutra Agree Strongly
Disagree l
Agree

The interior design of the store

attracts me

The physical facilities in the

store attract me.
The employee will tell me how
long it will take to get my
meals ready
The employee will give me an
explanation why I need to wait.
I feel there are too many
customers in the store.
I feel the store is crowded.

The waiting time is longer than

I expected
I enjoy eating in that restaurant

I would like to spend time

browsing in that restaurant
I like the environment in the
restaurant.

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Customer Satisfaction based on ease of Use
Strongly Disagree Neutral Agree Strongly
Disagree
Agree

Using a self-service
kiosk for check-in
was complicated
Using a self-service
kiosk for check-in
required little work
Using a self-service
kiosk for check-in
was confusing
Using a self-service
kiosk for check-in
took a lot of effort

Customer Satisfaction based on Speed of Delivery

Strongly Disagree Neutral Agree Strongly
Disagree
Agree

Using a self-service
kiosk for check-in
allowed me to save
time during check-
in/out
Using a self-service
kiosk for check-in
made my check-in/out
less time consuming

Customer Satisfaction based on monetary Promotion

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 Strongly Disagree Neutral Agree Strongly
Disagree
Agree

Self-service kiosk’s
monetary promotions
were attractive.
Self-service kiosk’s
monetary promotion
like coupons or
promotional deals
caused me to use an
SSK.

Customer Satisfaction related to SSK in general

Strongly Disagree Neutral Agree Strongly
Disagree
Agree

My choice to use a
particular self-service
kiosk for check-in/out
was a wise one
I was happy with the
usage of the self-
service kiosk in that
particular instance.
Overall, I was
satisfied with using
the hotel self-service
kiosk

Customer Satisfaction Reflected by Future Choices

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 Strongly Disagree Neutral Agree Strongly
Disagree
Agree

Given the current

experience, I would be
willing to use a self-
service kiosk in a future
visit?
I would be willing to use
a self-service kiosk for
check-in/out.

Behavior Intention:
Questions not available….

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