TECHNICAL WRITING UWB20302 SEM 1 2015/16

Survey on Factors Influencing Dining Experience on Customer Satisfaction and

Revisit Intention towards Mamaks Restaurants around Parit Raja,Batu Pahat, Johor
Survey Questionnaire

Section A: Demographic Profile

INSTRUCTION: Please read EACH question carefully and provide the correct information
by placing a TICK () in the boxes provided.

Q1. Gender
Male

Female

Q2. Race
Malay

Chinese

Indian

Others: ................................

Q3. Employment Status

Employed for wages
Self-employed
A student
A homemaker
Retired
Others: ................................

Q4. Age

 18-30

30 and above

Section B: General Information

INSTRUCTION: Please read EACH question carefully and provide the correct information
by placing a TICK () in the boxes provided.

Q1. Which meal time do you usually prefer when visiting mamaks restaurant?
Breakfast
Lunch
Snack (Tea Time)
Dinner

Q2. How frequent do you visit mamaks restaurant?

1-2 times per week
3-4 times per week
5-6 times per week
More than 7 times per week

Q3. How much do you spend for a meal in mamak' restaurant?

< RM5
RM5-RM10
RM11-RM15
>RM15

Q4. What is your reason to dine in mamaks restaurant?

Cheap
Close to your campus
Entertainment
Time-saving

Section C: Construct Measurement

3
4
5
6

Question

Service Quality

The restaurant shows sincere

interest in correcting anything that
is wrong
The restaurant serves me in the
time promised
The restaurant serves food exactly
as what I ordered
The restaurant provides me
accurate bill
The restaurant provides prompt
and quick service
Staff puts in extra efforts to handle
customers special request
Employees are available upon
request

2
3
4
5
6
7

Important

Important

The smell of the food that

stimulates my appetite
The foods are served in a fresh
and timely manner
The fresh ingredients are used in
preparing the foods
The food presentation which is
visually attractive
Varieties of food components within
a set of meal
Food presentation that is relatively
organized

Neutral

Neutral

Food Quality

nt Unimporta

Question

nt Unimporta

INSTRUCTION: Based on the statement, please CIRCLE the most suitable answer to
indicate the importance rating of attribute with the statement by placing a circle on a scale of
1 to 5.

The performance of restaurant

exceed my expectation will bring
me satisfaction
I am satisfy if the restaurant puts
me in a good mood
I have really enjoyed myself in the
restaurant once I am satisfy with
the restaurants performance
I have always had a good
impression of the restaurant once I
am satisfy with it

2
3

2
2
2
2

3
3
3
3

Agree

Neutral

Disagree

Important

Customer Satisfaction

1
1
1
1

Agree

Question

Neutral

The dining area is thoroughly clean

The rubbish area is clean and tidy
Flies are kept away from food
Pleasant smell or odour
surrounding the restaurant
Pleasant air creates comfortable
environment of the restaurant
If visible, the kitchen looks clean

Neutral

1
2
3
4

nt Unimporta

Restaurant Environment

Disagree

Question

I would like to come back to the

restaurant in the future

I would recommend the restaurant

to my friends or others

I believe I made the right choice by

dining at the restaurant

Question

Revisit Intention