QUESTIONNAIRE
Part I – Demographic Profile
Please fill out and mark a check [ ✔] on the appropriate box that corresponds to your
answer.
A. Profile of the Respondents
1. Gender
[ ] Male [ ] Female [ ] Non- Binary [ ] Prefer not to say
2. Age
[ ] 18 years old to 25 years old
[ ] 26 years old to 35 years old
[ ] 36 years old to 45 years old
[ ] 46 years old above
3. Frequency of Visits
[ ] Once
[ ] Occasionally (2 to 4 times visit)
[ ] Regularly (5 times or more)
4. Name of the Coffee Shop: _________________________________
Part II. CUSTOMER SERVICE QUALITY
Instructions: Kindly answer each statement as objectively as you can by supplying the
information required. All information should be held confidential and used for research
purposes only. Please use the rating below:
Code Number Verbal Interpretation
4 STRONGLY AGREE
3 MODERATELY AGREE
2 MODERATELY DISAGREE
1 STRONGLY DISAGREE
A. TANGIBILITY
With regards to tangibles, please assess your agreement regarding the
service quality in the coffee shop that you availed.
Tangibility 4 3 2 1
1.1. The coffee shop is clean and well-maintained.
The coffee shop has equipment and amenities that are
1.2.
modern and in good condition.
The staff members of the coffee shop are well-groomed
1.3.
and presentable.
The coffee shop’s overall ambiance is appealing and
1.4.
welcoming.
1.5. The coffee shop offers a parking lot for their customers.
B. RELIABILITY
With regards to reliability of staff, please assess your agreement regarding
the service quality in the coffee shop that you availed.
Reliability 4 3 2 1
2.1. The staff of the coffee shop can handle all orders well.
The staff of the coffee shop are sympathetic and
2.2.
reassuring when the customer has problems.
The staff of the coffee shop are consistent in the quality of
2.3.
service they provide.
The staff of the coffee shop make orders according to the
2.4.
promised time.
The staff of the coffee shop are accurate in their billing
2.5.
(e.g., orders and payment).
C. RESPONSIVENESS
With regards to responsiveness of staff, please assess your agreement
regarding the service quality in the coffee shops that you availed.
Responsiveness 4 3 2 1
The staff of the coffee shop are willing to answer all
3.1.
customer questions.
The staff of the coffee shop help customers choose the
3.2.
menu offered.
The staff of the coffee shop are responsive in solving
3.3.
problems.
The staff of the coffee shop can provide their services in a
3.4.
timely manner.
The staff of the coffee shop are proactive in offering
3.5.
assistance before I have to ask.
D. ASSURANCE
With regards to assurance, please assess your agreement regarding the
service quality in the coffee shop that you availed.
Assurance 4 3 2 1
The staff of the coffee shop provided information about
4.1.
the menu listed.
The staff of the coffee shop are polite in serving
4.2.
customers.
4.3. The staff of the coffee shop are courteous and respectful.
The staff of the coffee shop demonstrates trustworthiness
4.4.
in handling customer concerns.
The staff of the coffee shop are empowered to make
4.5. decisions to help me and other customers without asking
the manager.
E. EMPATHY
With regards to empathy, please assess your agreement regarding the quality
of service in the coffee shops that you availed.
Empathy 4 3 2 1
5.1. The staff of the coffee shop respect customers.
The staff of the coffee shop understand customers'
5.2.
individual needs and preferences.
The staff of the coffee shop are caring and
5.3.
compassionate.
The staff of the coffee shop maintain good communication
5.4.
with their customers.
The staff of the coffee shop are flexible in accommodating
5.5.
my special requests.
Part III. CUSTOMER RELATIONS
Instructions: Kindly answer each statement as objectively as you can by supplying the
information required. All information should be held confidential and used for research
purposes only. Please use the rating below:
Code Number Verbal Interpretation
4 STRONGLY AGREE
3 MODERATELY AGREE
2 MODERATELY DISAGREE
1 STRONGLY DISAGREE
Customer Relations 4 3 2 1
1.1. The professional look of the environment makes me
feel proud to be their customer.
1.2. The consistency of the coffee shop’s facilities makes
me feel that I am in a familiar and comfortable
environment.
1.3. The speed of the staff to fix an error makes me feel
valued and respected
1.4. The coffee shop’s ability to provide its services at
their promised time earned my trust.
1.5. The rapid response of the establishment makes me
feel they are actively engaged in our relationship.
1.6. The constant updates from the staff regarding my
order status make me feel comfortable.
1.7. The consistent honesty of the staff gives me a strong
sense of security in our relationship.
1.8. The high competence of the staff makes me feel
assured.
1.9. The genuine care shown by employees for my
satisfaction strengthens my bond with the coffee
shop.
1.10. The personalized attention I receive makes me feel
like a "partner" rather than just a "transaction."
Part IV. CUSTOMER RETENTIONS
Instructions: Kindly answer each statement as objectively as you can by supplying the
information required. All information should be held confidential and used for research
purposes only. Please use the rating below:
Code Number Verbal Interpretation
4 STRONGLY AGREE
3 MODERATELY AGREE
2 MODERATELY DISAGREE
1 STRONGLY DISAGREE
Customer Retention 4 3 2 1
1.1. The visual appeal of the coffee shop’s physical facilities
encourages me to return.
1.2. The environment is clean and organized, hence, I am more
likely to remain a customer.
1.3. The ability to provide consistent high quality services is the
primary reason I have not switched to another coffee shop.
1.4. The accuracy of records (e.g. billing or order) makes me
trust them enough to stay long-term.
1.5. The quickness of service delivery even during busy hours
encourages me to remain loyal.
1.6. The willingness of the staff to help quickly is a key driver of
my repeat purchases.
1.7. The knowledge of the staff gives me the confidence to
maintain a long-term bond.
1.8. The sense of security I feel at this coffee shop is the
primary reason I choose it over others.
1.9. The deep understanding of the staff on my specific
individual needs and preferences is why I stay with this
establishment.
1.10. The recognition I receive as a regular and valued customer
is the reason I prefer this coffee shop over its competitors.