Appendix A
Appendix A
Name : ...........................
Date : ............................
Day : ............................
Gender : ............................
Occupation : ………………...
4. In your opinion, can you describe the employee service of the KFC restaurant?
5. Do you feel comfortable eating at KFC? Can you give the examples?
6. What do you think about the environment when eating at KFC?
PART A:
Consists of respondents profile base on demographic and respondents profile base on their
attitude.
PART B:
Consists of dimensions of customer experience.
PART C:
Consists of dimensions of customer satisfaction
PART D:
Consists of dimensions of customer loyalty.
Instructions:
1. The questionnaire survey were used for the purpose of research on examining the
relationship between customer experience towards customer satisfaction and loyalty
among fast food customer.
2. The questionnaire design is self-administered. The respondents need to answer the
questions given honestly and sincerely.
3. Please tick (/) the box provided.
4. You cooperation is very appreciated. Thank you.
PART A:
Please tick (/) the correct answer
(i) Respondents profile base on demographic:
1. Gender :
Male Female
2. Marital Status:
Single Married Divorce
3. Occupation:
Governmen Private Student
t Sector Sector
4. Monthly income:
Less than RM 1001 – RM 2001 –
RM 1000 RM 2000 RM 3000
5. Age :
Below 20 21 - 30 31 – 40
years old years old years old
41 – 50 Above 51
years old years old
6. Education level:
Primary SPM STPM
school
More than 5
times
3 months
Pricing Environment
Competence:
1. KFC maintain the standard
quality of menu served in the
restaurant
2. There are variety of menus
3. KFC often launches new menu
4. Professional service by the
employees
5. Convenience space for dining
Helpfulness:
1. The employees help to provide
the suitable space for the
customer
2. The explanation of the menu by
the employees
3. Easy to ask for the employees’
assistance
4. Every complaints were handled
professionally
Personalization:
1. Reasonable pricing
2. The tables and chairs are very
comfortable
3. The menu served as customers’
expected and taste.
4. The interactive outlet design
5. I was served nicely during my
visit
Problem Solving:
1. Ease of getting the menu I
wanted at the KFC restaurant
2. The restaurant can be the right
place for relaxation and clients
meeting
3. The ambience environment and
facilities of the KFC restaurant
can releasing the stress