Questionnaire Questions
Rational & Intentionality & expected results and what you will do with results.
QUANTITATIVE QUESTIONNAIRE
Title: The Impact of Employee Motivation on Service Quality in a Restaurant Environment
Response Scale:
1 = Strongly Disagree
2 = Disagree
3 = Neutral
4 = Agree
5 = Strongly Agree
SECTION A: Demographic Information
1. Position:
o ☐ Waitron
o ☐ Kitchen Staff
o ☐ Supervisor
o ☐ Manager
o ☐ Other: _______
2. Years of employment at this restaurant:
o ☐ Less than 1 year
o ☐ 1–3 years
o ☐ 4–6 years
o ☐ More than 6 years
3. Employment status:
o ☐ Full-time
o ☐ Part-time
4. Age group:
o ☐ 18–25
o ☐ 26–35
o ☐ 36–45
o ☐ 46+
SECTION B: Employee Motivation
(Addresses Research Questions 1 & 2)
Financial Motivation
1. I am fairly compensated for the work I do.
2. Incentives or bonuses motivate me to improve my performance.
3. Tips positively influence the quality of service I deliver.
Recognition & Appreciation
4. Management recognises employees for good performance.
5. I feel valued in this restaurant.
6. Positive feedback from management increases my motivation.
Training & Development
7. I receive adequate training to perform my job effectively.
8. Training improves my confidence when serving guests.
9. I clearly understand the service standards expected of me.
Work Environment & Leadership
10. Communication between staff and management is effective.
11. Teamwork in this restaurant positively influences my performance.
12. Management supports employees during busy service periods.
13. I feel respected by my colleagues.
Overall Motivation
14. I feel motivated to perform at my best every day.
15. My level of motivation influences how I interact with guests.
SECTION C: Service Quality (SERVQUAL Dimensions)
(Addresses Research Question 3)
Tangibles
16. The restaurant maintains a clean and professional appearance.
17. Staff uniforms and grooming are professional.
18. Equipment and facilities support efficient service delivery.
Reliability
19. Orders are delivered accurately.
20. Service is consistent and dependable.
21. We deliver service as promised to guests.
Responsiveness
22. Staff respond quickly to guest requests.
23. Guests are assisted promptly during busy periods.
24. Employees are willing to help guests at all times.
Assurance
25. Staff are knowledgeable about the menu and products.
26. Guests feel confident in the service we provide.
27. Employees handle guest complaints professionally.
Empathy
28. Guests receive personal attention.
29.
📝 Employee Questionnaire
Title: Employee Motivation and Service Performance at Crane & Feathers
Section A: Hygiene Factors (Extrinsic Motivational Conditions)
(Herzberg + Maslow physiological & safety needs)
1. I am satisfied with my current salary and compensation.
2. My working hours are fair and manageable.
3. I feel secure in my job at Crane & Feathers.
4. The working conditions (physical environment, equipment, cleanliness) allow me to perform m
job effectively.
5. Management policies are clear and consistently applied.
6. I receive adequate support from my supervisor when needed.
7. I feel safe while performing my job duties.
Section B: Motivators (Intrinsic Motivation Factors)
(Herzberg motivators + Maslow higher-level needs)
8. I receive recognition when I perform my job well.
9. I feel appreciated for my contributions to the restaurant.
10. I am given responsibility appropriate to my role.
11. I have opportunities to grow and develop professionally here.
12. There are clear opportunities for career advancement within the restaurant.
13. My job gives me a sense of personal achievement.
14. I feel empowered to make decisions that improve guest experiences.
15. I am encouraged to take initiative in my role.
Section C: Internal Service Quality (Service-Profit Chain Factors)
(Management practices influencing employee satisfaction)
Staff understand and respond to guest needs.
Employees show genuine care toward guests.