“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? __ McDonald’s __ KFC (Kentucky Fried Chicken) __Dominos __Pizzahut 3) Which fast-food outlet do you frequently visit? __ McDonald’s __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

5-9 times __Very occasionally.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. 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 . 0-1 times __Sometimes.6) How much are you willing to pay for a quality fast food meal? __upto 150/__150/. only drinks 9) How often do you visit a fast-food outlet each month? __Rarely. 2-4 times __Fairly occasionally.

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

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______________________________ .21) 22) fairness in treating customers.

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