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Restaurant Service Quality Survey

This survey questionnaire contains questions about service quality and customer satisfaction at a restaurant. It is divided into two parts. Part 1 contains questions about different aspects of service quality like tangibles, reliability, responsiveness, understanding, empathy and communication. Respondents are asked to rate their level of agreement on a 4 point scale. Part 2 contains questions about potential problems customers may face and their satisfaction levels, also on a 4 point scale. The survey aims to collect feedback from customers on their dining experience.

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ramosallija9
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225 views2 pages

Restaurant Service Quality Survey

This survey questionnaire contains questions about service quality and customer satisfaction at a restaurant. It is divided into two parts. Part 1 contains questions about different aspects of service quality like tangibles, reliability, responsiveness, understanding, empathy and communication. Respondents are asked to rate their level of agreement on a 4 point scale. Part 2 contains questions about potential problems customers may face and their satisfaction levels, also on a 4 point scale. The survey aims to collect feedback from customers on their dining experience.

Uploaded by

ramosallija9
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

SURVEY QUESTIONNAIRE ABOUT SERVICE QUALITY AND CUSTOMER

SATISFACTION

Restaurant Name:

Part 1.

4 – Strongly Agree 3 – Agree 2 – Disagree 1 – Strongly Disagree

Service Quality:
Tangibility 4 3 2 1
[Link] physical facilities are visually appealing

2. The employees are well-dressed and neat looking

3. The food is presentable and appetizing

Reliability

1. Staff provide their services promptly

2. Staff are dependable

3. The food establishment is sympathetic and reassuring, when the


customer has problems
Responsiveness

1. Staff should be expected to tell customers exactly when the


service will be performed
[Link] always have to be willing to help customers

3. Staff should be expected to provide quick service.

Understanding

[Link] are making efforts to accommodate any request from the


customers.
[Link] can clearly explain the ingredients and preparation methods
of the menu items.
[Link] understands the different level of spiciness and can
accommodate the customer’s preference.
Empathy

1. Firms should be expected to give each customer individualized


attention
2. It is realistic to expect staff to fully understand the needs of the
customer
3. It is reasonable to expect staff to have the best interests of the
customer at heart
Communication

1. Staff handle requests or changes to your order well and promptly

2. Staff communicate well on promotions that are available in the


restaurant
3. Staff greet you well when you arrive at the restaurant
Part II.

Please state your honest opinions regarding the questions being asked.

4 – Strongly Agree 3 – Agree 2 – Disagree 1 – Strongly Disagree


Problems that customers may encounter 4 3 2 1
1. The staff showed offensively impolite attitude?

2. The staff showed offensively impolite attitude in receiving


orders?
3. The staff showed inattentiveness and reluctance in giving
assistance?
4. The staff served food with Foreign objects?

5. The grill, table, utensils, and cutleries are not clean and sanitize?

Customer Satisfaction:
Customer Satisfaction 4 3 2 1
1.I will visit the food establishment continually

2. I will keep myself updated about the Samgeyopsal Restaurants’


Facebook page
3. I will recommend the restaurant to my friends, family, relatives,
associates, etc.

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