SURVEY QUESTIONNAIRE
Author: Parasuraman, Zeithaml, and Berry
Instructions: Please indicate the extent to which you agree or disagree with the following statements by
ticking (✔) the appropriate box. Using the following scale:
4 – Strongly Agree, 3 – Agree, 2 – Disagree, 1 – Strongly Disagree
Demographic Profile
Please answer the following questions about your demographic information by ticking (✔) the
appropriate box. The table below summarizes the demographic characteristics of the respondents.
Part I. Demographic Category Options
Age [ ] 19-20 years
[ ] 21-30 years
[ ] 31-40 years
[ ] 41-50 years
[ ] 51-60 years
Gender [ ] Male
[ ] Female
Strongly Strongly
Part II. Primary Factors that influence
Agree Agree Disagree Disagree
Customer Satisfaction
(4) (3) (2) (1)
Price
1. The prices at the restaurant are
reasonable for the quality of food.
2. The restaurant offers good value for the
money spent.
3. The menu prices are clearly displayed
and easy to understand.
4. I believe the prices reflect the quality
of the ingredients used.
5. I am willing to pay the prices at this
restaurant for the quality offered.
Speed of Service
6. The time it takes to be seated is
reasonable.
7. The food is served quickly after
ordering.
8. The staff responds to my requests in a
timely manner.
9. The overall service is fast and efficient.
10. The wait time for receiving the bill is
minimal.
Atmosphere/Ambiance
11. The restaurant is clean and
wellmaintained.
12. The lighting creates a comfortable and
relaxing atmosphere.
13. The noise level in the restaurant is
suitable for conversation.
14. The décor of the restaurant enhances
the dining experience.
15. The overall atmosphere is pleasant and
inviting.
Strongly Strongly
Part III. Specific Aspects that Most Strongly
Agree Agree Disagree Disagree
Associated with Customer Satisfaction
(4) (3) (2) (1)
Food Quality
16. Overall, the quality of the food meets
my expectations.
17. I am satisfied with the taste and
presentation of the food.
18. The food quality enhances my dining
experience.
19. The freshness of ingredients
contributes to my satisfaction.
20. The food quality encourages me to
return to the restaurant.
Service Quality
21. The service at the restaurant meets my
expectations.
22. I am satisfied with the attentiveness of
the staff.
23. The staff’s professionalism contributes
to my positive experience.
24. The speed of service meets my
expectations.
25. The service quality makes me more
likely to recommend this restaurant.
Customer Loyalty
26. I am likely to return to this restaurant in
the future.
27. I would recommend this restaurant to
others based on my experience.
28. I feel loyal to this restaurant after my
dining experience.
29. I trust this restaurant to consistently
provide a great experience.
30. I prefer this restaurant over others in
the area.
"Thank you for taking the time to complete this survey. Your responses are greatly appreciated
and will help us in our research to improve customer satisfaction."