Dear Respondent.

I am an MBA student from School Of Petroleum Management, PDPU Gandhinagar and I

am doing a project on finding service quality gap of fast food restaurants. I have prepared a
questionnaire, which comprises of questions that would enable us to understand the various
nuances of our study. I invite you to participate in our research by answering to the questions
mentioned in the survey. The information provided by you will remain confidential and will
only be used as an aggregate in our research analysis. There will be no scope for
malpractice, as the information provided by you will remain discreet and coded.It would be
highly appreciable and helpful if the inputs provided by you would be authentic and true.

Scale : 1-7; 1 being strongly agree and 7 being strongly disagree

TANGIBLES:
1. Branded chained fast food restaurant have modern equipment :
McDonalds have modern equipment: ________

_____

2. Physical facilities at chained fast food restaurant are visually appealing:

_____
McDonalds have physical facilities that are visually appealing: ______
3. employees at chained fast food restaurant are neat appearing: _____
Employees of McDonalds are neat appearing: ______
4. Materials associated with the service (such as pamphlets or digital
marketing) will be visually
appealing at an branded chained food restaurant:
_______
Materials associated with the service (such as pamphlets or digital
marketing) will be visually
appealing at McDonalds: _______

RELIABILITY:
1. When branded chained fast food restaurant promise the best services
with best quality food, they do: _______
When McDonalds promise the best services with best quality food, they
do: _____
2. When a customer has a problem, branded chained fast food restaurant
show a sincere interest in solving it: _____
When a customer has a problem, McDonalds show a sincere interest in
solving it: _____
3. Branded chained fast food restaurant provide the food as soon as possible
after the order
has been placed: ______
McDonalds provide the food as soon as possible after the order has been
placed: ______
4. Branded chained fast food restaurant insists on customer complaints free
records: _____

McDonalds insists on customer complaints free records: _____

RESPONSIVENESS:
1. Employees of branded chained fast food restaurants gives customers right
information about
the food and services: _____
McDonalds gives customers right information about the food and services:
_____
2. Employees of branded chained fast food restaurants always are willing to
help customers: ______
Employees of McDonalds always are willing to help customers: _______

3. Employees of branded chained fast food restaurant is never too busy to

respond to customers requests or complaints: ______
McDonalds is never too busy to respond to customers requests or
complaints: ______

ASSURANCE:
1. The behavior of employees in branded chained fast food restaurant will
instill confidence in customers: ______
The behavior of employees in McDonalds will instill confidence in
customers: ______
2. Customers of branded chained fast food restaurant feel ease and speed in
transactions: ____
Customers of McDonalds feel ease and speed in transactions: _____
3. Employees of branded chained fast food restaurant are consistently
courteous with customers: _____
Employees of McDonalds are consistently courteous with customers: _____

EMPATHY:
1. Branded chained fast food restaurant gives customers individual attention
while taking orders: ______
McDonalds gives customers individual attention while taking orders: ______
2. Branded chained fast food restaurant have operating hours convenient to
all their customers: ______
McDonalds have operating hours convenient to all their customers: ______
3. Branded chained fast food restaurants have employees who give
customers personal attention: _______
McDonalds have employees who give customers personal attention:
_______

4. Branded chained fast food restaurants have their customers interests and
prefernces at heart: ______
McDonalds have their customers interests and prefernces at heart: ______
5. The employees of branded chained fast food restaurants understand the
specific needs of their customers: _______
The employees of McDonalds understand the specific needs of their
customers: _______