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INSTRUCTION: Examine The Sample Questionnaire Below. Then, Answer The Follow-Up Questions

The document describes a questionnaire developed by a student named David Shen Liang for his management project with Ocg Business Services (OBS). The questionnaire aims to test hypotheses about the effects of service quality and price perception on customer satisfaction with OBS. It contains questions regarding various aspects of OBS's services rated on a 7-point scale, as well as demographic questions. Follow-up questions ask about the classification of data in the questionnaire, whether wording principles were followed, and what could be revised.

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STEVE JHONSON Lepasana
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1K views

INSTRUCTION: Examine The Sample Questionnaire Below. Then, Answer The Follow-Up Questions

The document describes a questionnaire developed by a student named David Shen Liang for his management project with Ocg Business Services (OBS). The questionnaire aims to test hypotheses about the effects of service quality and price perception on customer satisfaction with OBS. It contains questions regarding various aspects of OBS's services rated on a 7-point scale, as well as demographic questions. Follow-up questions ask about the classification of data in the questionnaire, whether wording principles were followed, and what could be revised.

Uploaded by

STEVE JHONSON Lepasana
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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IT2034

Activity (3 items x 5 points):


INSTRUCTION: Examine the sample questionnaire below. Then, answer the follow-up questions.
David Shen Liang is an information and communications technology (ICT) student engaged in a management
project for Ocg Business Services (OBS), a supplier of office equipment to many (international) customers.
David wants to test the following hypotheses:
1. Service quality has a positive effect on customer satisfaction.
2. Price perception harms customer satisfaction.
For this purpose, he has developed the following questionnaire:
_______________________________________________________________________________________
Dear Sir,

My name is David Shen Liang. I am a business student currently engaged in a management project for Ocg Business Services (OBS). I
am interested in how satisfied you – as a client of OBS – are about your OBS relationship. For this purpose, I would like you to fill in the
following questionnaire. It will take no more than five minutes to fill in the questionnaire. Thank you so much for your time.

Kind regards,

David Shen Liang

OBS is in an easily accessible location


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

OBS has convenient opening hours


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

OBS delivers fast service


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

OBS informs you of the status of your order


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

OBS provides its services on the agreed time


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

OBS offers a range of products and services that fits your needs
Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

The end‐products of OBS are sound


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

The facilities of OBS look well‐cared for


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

Employees of OBS are helpful and friendly


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

Employees of OBS give good advice


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

Employees of OBS respond to your requests promptly


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

OBS is reliable
Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

When a problem occurs, OBS will help you adequately


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

OBS is innovative
Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

07 Activity 1 *Property of STI


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IT2034

OBS has your best interests at heart.


Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

OBS fully informs you about the products and services it provides within your organization and about
everything else you may want to learn from OBS or its employees
Strongly disagree ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Strongly agree

The price of OBS products is:


Very Low ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Very high

In general, how satisfied are you with the services you received?
Very satisfied ‐1‐‐‐2‐‐‐3‐‐‐4‐‐‐5‐‐‐6‐‐‐7‐ Very dissatisfied

Which services do you miss at Ocg Business Services?

When was your first contact with Ocg? _____________________ ago.

Are the services of Ocg Business Services of added value to your organization?

[_] Yes, they are.


[_] Irrelevant, the services are not better or worse than those of other providers.
[_] No, I would prefer another provider.

General Questions

Age _____

Gender Male/Female

Position

□ Secretarial □ Management □ Administration


□ Facility □ Marketing/sales □ Project
□ Engineers □ Purchasing □ Other

This was the final question of this questionnaire.


Thank you very much for your cooperation!

_______________________________________________________________________________________

Follow-up Questions:

1. Is the classification of data enough? If not, what more can be added?


2. Were the principles of wording followed? Why or why not?
3. List what you’d like to revise and how you will revise it.

Grading Rubric:
CRITERIA PERFORMANCE INDICATORS POINTS
Provided pieces of evidence, supporting
Content 3
details, and factual scenarios
Organization Expressed the points in a clear and logical
2
of Ideas arrangement of ideas in the paragraph
TOTAL 5

REFERENCE
Sekaran, U., & Bougie, R. (2017). Research Methods for Business: A Skill Building Approach (7th ed.). West Sussex: John Wiley & Sons
Ltd.

07 Activity 1 *Property of STI


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