INSTRUMENT
For the purpose of this study, the researchers used a survey to gather information
using numerical data. Using a survey instrument is a suitable method for conducting
research on the relationship between customer satisfaction and repurchase intentions
of small apparel shops in Santa Rosa Laguna, especially since the respondents of the
study are the customers of the apparel shop. A survey instrument allows the
researcher to gather data from a large population, in this case, the customers of the
apparel shop, in a structured and standardized way. The researcher can design the
survey instrument to ask specific questions that are relevant to the research topic,
such as questions about satisfaction with the products and services offered by the
shop, reasons for choosing the shop, and intentions to repurchase.
It can also help ensure that the data collected is reliable and valid. By controlling the
questions asked and the way the survey is administered, the researcher can minimize
the potential for bias and ensure that the data collected is representative of the
population being studied.
The survey is related to the statement of the problem and the research objective of the
study. The first part of the survey is the table of the independent variable and its
indicators. The scale that the researcher used for the independent variable is
displayed as follows:
4- Very satisfied
3- Somewhat satisfied
2- Unsatisfied
1- Very unsatisfied
The researcher used that scale for the independent variable, which is
customer satisfaction, because it aims to know the satisfaction level of the
customer in terms of the store ambiance, pricing, and availability of styles and
sizes offered in the apparel shop.
The scale the researcher used to measure the dependent variable, which is
placed in the second part of the survey, repurchase intention, for the second
variable is shown as follows:
4- Very likely
3- Likely
2- Unlikely
1- Very unlikely
The researcher utilizes that scale because it is suitable for the indicator of
repurchase intention, which is customer loyalty. Which will measure how likely
the respondents will stay in the business or spend their money in the business
or brand over time.
For the second indicator of the dependent variable, which is the perceived
value, the researcher chose the scale below since it talks about the perceived
value of the product; it's how a customer sees the benefits, quality, and value
of a product.
4- Excelent
3- Good
2- Poor
1- Very poor
SURVEY
PART I
Kindly read and understand each question. Answer the survey by
choosing and putting a check mark (/) on the number of your
response based on the following:
4- Very satisfied
3- Somewhat satisfied
2- Unsatisfied
1- Very unsatisfied
CUSTOMER SATISFACTION
Store Ambiance 4 3 2 1
1. How satisfied are you with the
lighting in the store?
2. How satisfied are you with the
interior design of the store?
3. How satisfied are you with the
cleanliness of the store?
4. How satisfied are you with the
temperature inside the store?
5. How satisfied are you with the
organization of the store displays?
Pricing 4 3 2 1
1. How satisfied are you with the
pricing options available at the
apparel shop?
2. How satisfied are you with the
affordability of products sold at the
apparel shop?
3. How satisfied are you with the
pricing options available at the
apparel shop?
4. How satisfied are you with the
quality of a product compared to its
price at the apparel shop?
5. How satisfied are you with the
overall pricing strategy of the apparel
shop?
Sizes and Styles 4 3 2 1
1. How satisfied are you with the
availability of trendy styles at the
apparel shop?
2. How satisfied are you with the
availability of larger sizes at the
apparel shop?
3. How satisfied are you with the
availability of smaller sizes at the
apparel shop?
4. How satisfied are you with the
availability of accessories at the
apparel shop?
5. How satisfied are you with the
range of styles offered at the apparel
shop?
PART II
Kindly read and understand each question. Answer the survey by
choosing and putting a check mark (/) on the number of your
response based on the following:
4- Very likely
3- Likely
2- Unlikely
1- Very unlikely
REPURCHASE INTENTION
Customer Loyalty 4 3 2 1
1. 1. How likely are you to purchase from the
same apparel shop again in the future?
How likely are you to recommend our
1. 2.
apparel shop to friends and family?
3. How likely are you to choose the same
apparel shop over a competitor, even if the
competitor offers a lower price for a
similar product?
4. How likely are you to increase your
spending at our apparel shop in the
future?
5. How likely are you to trust the quality
of our apparel products?
B
Kindly read and understand each question. Answer the survey by
choosing and putting a check mark (/) on the number of your
response based on the following:
4- Excelent
3- Good
2- Poor
1- Very poor
REPURCHASE INTENTION
Perceived value 4 3 2 1
1. How would you rate the quality of
the products sold by the apparel shop
you have purchased?
2. How would you rate the customer
service provided by the apparel shop
you have purchased from?
3. How would you rate the overall
shopping experience at the apparel
shop that you have encountered?
4. How would you rate the variety of
products sold by the apparel shop you
have bought from?
5. How would you rate the actual
accuracy of the product based on the
descriptions on the apparel shop's
website that you have purchased?