Friday, May 27, 2011

Sample Survey Questionnaires

Customer Satisfaction Survey Form

I am a MBA student from XX, Petaling Jaya. I am doing research on The Level of Customer Satisfaction in OMMee Sdn Bhd. You have been chosen as a respondent through random selection. I would like to seek your cooperation in answering some questions about the project. Your information will not be disclosed and your views and opinion will be kept confidential. 

Please circle the relevant
Age :    below 20 / 21-30 / 31-40 / 41-50 / above 51
Gender : Female / Male
Race : Malay / Chinese / Indian / Others
Marital Status : Single / Married / Divorce / Widow
Outlet visit : SACC Mall / Genting

Based on your experiences as a customer at OMMee outlet, please indicate your views about the service quality offered.  If you feel a feature is not at all excellent, circle the number 1. If you feel a feature is absolutely excellent, circle 5.  If your feelings are less strong, circle one of the numbers in the middle.   There are no right or wrong answers - all we are interested in is the number that truly reflects your feelings regarding outlet that would deliver excellent quality of service.
Tangibles . Physical facilities, equipment and appearance of personnel.                                                                                           
     Strongly                                                     Strongly
     Disagree   Disagree   Neutral    Agree    Agree 
1.      Parking facilities are adequate                  1               2                3             4             5    
2.      The outlet is clean and neat                      1               2                3             4             5
3.      The menu is attractive                               1               2                3             4             5    
4.      Dining area is comfortable                        1               2                3             4             5    
5.      Dining area is thoroughly clean                1               2                3             4             5

Reliability. Ability to perform the promised service dependably and accurately.

1.      Meal is served on time as promised          1              2                3             4             5
2.      Food served exactly as ordered                1               2                3             4             5    
3.      Food is freshly served                               1               2                3             4             5    
4.      Food utensils are clean                              1               2                3             4             5    
5.      Food appearance is attractive                   1               2                3             4             5                

Responsiveness . Willingness to help customers and provide prompt service.

1.      Employee shift during busy times                        1               2                3             4             5    
2.      Employees provide prompt and                1               2                3             4             5
quick service        
3.      They give extra effort to satisfy you        1               2                3             4             5    
4.      Employees are pleasant / not rude            1               2                3             4             5    
5.      Supervisor is alert and helpful                  1               2                3             4             5    
6.      Employees are attentive                            1               2                3             4             5


Assurance (including competence, courtesy, credibility and security). Knowledge and courtesy of employees and their ability to inspire trust and confidence.  
           
1.      Employees can answer questions              1               2                3             4             5
completely
2.      Employees are comfortable and                1               2                3             4             5
confident  
3.      Employees seem well trained and             1               2                3             4             5
experienced          
4.      Employees have excellent product           1               2                3             4             5
knowledge           

Empathy (including access, communication, understanding the customer). Caring and individualized attention that the outlet provides to its customers.

1.      Employees are sensitive to needs              1               2                3             4             5
and wants
2.      Employees make you feel special             1               2                3             4             5
3.      Employees are sympathetic                       1               2                3             4             5
4.      They have your best interests at heart       1               2                3             4             5


Any other comments :

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Thank you for your cooperation.

Sample Chapter 4 - Research Results

CHAPTER 4
RESEARCH RESULTS
4.1 INTRODUCTION
In this chapter, SPSS (Statistical Package for Social Sciences) version 17.0 was used to analyze the data in questionnaire that obtained from 62 respondents in two Only Mee outlets. Several tools were used to test for relationship between the independent variables and dependent variables. The statistical analyzes were gathered from SPSS to reduce errors and time from manual calculations. As to clarify the information in depth, a serial of table, pie charts and bar charts were used in explaining the results. This chapter contains a few parts which mainly consist of the presentation of the Reliability Test, followed by the Frequency Distribution, Correlation Coefficient Analysis, analysis on hypothesis using the Independent T-test and lastly the Multiple Regression Analysis.
4.2 Reliability Test
The term of reliability can be applied in measuring similar results obtained overtime or across different situations. Furthermore, this test is important in order to enable the researcher to ascertain whether the results collected from the questionnaire are reliable in producing accurate results or not. It can be further defined that higher reliability of a particular results are usually linked to higher frequency of answers being selected by these respective respondents.
4.3 Frequency Test

4.3.1 Frequency of Age


Respondent Age


Frequency
Percent
Valid Percent
Cumulative Percent
Valid
below 20
3
4.8
4.8
4.8
21-30
26
41.9
41.9
46.8
31-40
25
40.3
40.3
87.1
41-50
5
8.1
8.1
95.2
above 51
3
4.8
4.8
100.0
Total
62
100.0
100.0



From the pie chart, we can see that  an average 40% of the customers are at age range of 21 to 40 years old. This could be due to most of the customers are working adults who dine in Shah Alam oulet during lunch time. It also explains that most of the tourists at age 21 – 40 years old choosed to have a quick local meal when they were in Genting.
 The least customers who dine in Only Mee are the customers of age group below 20 years old and above 51 years old, where the total percentage is only 9.6%. It could be due to customers group at age below 20 years are more attracted to western fast food instead of local fast food, as for customers above 50 years, they might choose to dine at the normal restaurants that serve dishes.
Customers in between age 41 to 50 years are less likely to dine in fast food restaurants as they too, might opt for restaurants that served dishes or hawker food than going to local fast food.
4.3.2 Frequency of Gender

Respondent Gender


Frequency
Percent
Valid Percent
Cumulative Percent
Valid
Female
35
56.5
56.5
56.5
Male
27
43.5
43.5
100.0
Total
62
100.0
100.0


The bar chart represented the gender respondents; female respondents are slightly more than male which is 56.5% or 35 are female and 43.5% or 27 are male. TBC..........