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Appendix A

apendix

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Mohamad Tarmimie Bin Ali
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49 views

Appendix A

apendix

Uploaded by

Mohamad Tarmimie Bin Ali
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
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APPENDIX A:

Structured Interview Form:

Name : ...........................
Date : ............................
Day : ............................
Gender : ............................
Occupation : ………………...

1. Are you a regular customer of KFC

2. What do you think about the accessibility of KFC restaurant?

3. Do you think the food pricing at KFC reasonable?

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?

7. Do you think that KFC value your time and money?

8. Do you satisfy with KFC services?

9. Would you like to recommend KFC to others?

10. Do you trust the brand and be a loyal customer to KFC?


APPENDIX B
A QUESTIONNAIRE SURVEY ON THE EFFECTS OF CUSTOMER EXPERIENCE ON
CUSTOMER SATISFACTION AND LOYALTY (SURVEY ON CUSTOMERS OF KFC
RESTAURANT, BETONG).

This questionnaire survey consists of four parts:

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

Professional Housewife Unemploye


d

4. Monthly income:
Less than RM 1001 – RM 2001 –
RM 1000 RM 2000 RM 3000

RM 3001 – RM 4001 – More than


RM 4000 RM 5000 RM 5000

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

Bachelo Master PHD


r Degree

(ii) Respondents profile base on attitude:

1. Frequency of visiting KFC restaurant:


3 times 4 times 5 times

More than 5
times

2. Gap between each visit:


Less than 1 1 month 2 months
month

3 months

3. Reason of choosing the restaurant:

Variety of menus Outlet design

Taste of food and drinks Strategic location

Services quality Facilities

Pricing Environment

PART B: CUSTOMER EXPERIENCE


Please tick (/) the correct answer
Dimension Strongly Disagre Neutra Agree Strongl
disagree e l (4) y agree
(1) (2) (3) (5)
Accessibility:
1. The location is strategic
2. The website is easy to access
3. Operation time is expected by
customers.

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

Value for Time:


1. The fast response of employee
while taking customers’ orders
2. The food was serve quickly by
the employees
3. The employees provide fast
service when making payments
4. I do not have to wait for a long
time to get a table and seat at
KFC restaurant

PART C : CUSTOMER SATISFACTION


Please tick (/) the correct answer

Dimensions Strongly Disagre Neutra Agree Strongl


disagree e l (4) y agree
(1) (2) (3) (5)
1. The pricing for food and drinks
are reasonable
2. The menu display was very clear
3. The taste of food and drinks is
very satisfied
4. The friendliness service by the
employees
5. The employees’ services always
meet customers’ expectations.
6. The employees’ services are very
satisfying
7. The atmosphere of the restaurant
is very pleasant
PART D : CUSTOMER LOYALTY
Please tick (/) the correct answer

Dimensions Strongly Disagre Neutra Agree Strongl


disagree e l (4) y agree
(1) (2) (3) (5)
1. I will revisit the KFC restaurant
2. I will recommend the restaurant
to others
3. I will choose KFC as place to eat
4. I still choose to eat at KFC
restaurant even there is an
increasing of food price

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