Ministry of Higher Education and Scientific Research

College of Economics, Management and Commercial Sciences

Taheri Muhammad University - Bechar-

Department of Business Sciences Marketing specialty

Questionnaire

In order to prepare a memorandum to complete the bachelor's degree in commercial sciences,

marketing specialty

Under the title of the impact of the quality of hotel services on customer satisfaction, this
questionnaire was completed

With the aim of knowing the degree of your satisfaction with the level of quality of services provided
by Grooz Foundation

Note that the information that will be provided will be kept strictly confidential, and will only be used
for the purposes of this scientific research, with all our respect and appreciation to you for your
participation in this questionnaire.

Part one: personal questions

Put an x in the appropriate box:

1- Gender : Male , Female

2- Age : Under 25 YO , 25-35 YO , 35-45 YO , 45-55 YO , More than 55 YO

3- Educational level : Primary , secondary , undergraduate , postgraduate

 Part Two: Customer evaluation of hotel services

Num sentences Strongly not neutral Agree Strongly

Disagree agree Agree
01 Hotel reservations are made in a
proper way
02 The booking process is done
quickly
03 You are free to choose the room

04 The room has a decent

appearance
05 Arrangement of room furniture
commensurate with the status
of the hotel
06 The room has heating and
cooling devices
07 You feel relaxed and calm in the
room
08 The room is clean

09 The hotel is keen to present the

food in a clean and attractive
way
10 The hotel provides you with a
variety of food and drinks
11 The hotel staff is well received
and treated
12 The staff responds if you have a
problem
13 The staff provides you room
services upon request
14 The promoted services are
identical to the ones offered
15 You feel safe with your personal
items in the hotel
16 The hotel is keen on
confidentiality of personal
information
 Part Three: The most important dimension for the customer

17- In your opinion, what are the most important dimensions in your assessment of quality?

Reservation , room , catering , serving , handling of staff , safety

18- In terms of reservations, what is the most important element to you?

Ease of booking , speed of booking , accuracy of booking

19- In terms of room, what is the most important element to you?

Arrangement and decoration , cleanliness , modernity of equipment , comfort

20- In terms of food, what is the most important element to you?

Quality , price , presentation , variety , cleanliness

21- In terms of service delivery, what is the most important element to you?

Accuracy in presentation , Speed in submission , needs and desires

22- In terms of employee engagement, what is the most important element for you?

Sympathy , affection , respect response

23- In terms of security, what is the most important element to you?

Maintain personal purposes , confidentiality of personal information

 Part four: customer satisfaction

24- Are you satisfied with your stay at the hotel?

Yes , No

* If your answer is yes, move to question 25, and if your answer is no, move to question 26

25 - What are the reasons that made you satisfied?

Reservations , room , catering , serving , handling , staff, security

other

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26- What are the reasons that made you dissatisfied?

Reservations , room , catering , serving , handling , staff, security

other