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EXPECTATIONS PERCEPTIONS
This survey deals with your opinions of Fast Food franchisees Please show the extent to which you believe KFC has the feature
like KFC/McDonald/Burger King etc.. Please show the extent described in the statement. Here, we are interested in a number that
to which you think such outlets should possess the following shows your perceptions about KFC
features.
Strongly Strongly
Strongly Strongly Disagree Agree
Disagree Agree 1 2 3 4 5 6 7
1 2 3 4 5 6 7
(P)
(E)
Tangibles Tangibles Gap Score
P-E
E1. The food should look fresh and must be of P1. The food at KFC has good taste and looks appealing
good taste at excellent fast food franchisees
E2. The physical facilities at excellent fast food P2. KFC’s physical facilities are visually appealing.
franchisees will be visually appealing.
E3. Employees at excellent fast food franchisee will P3. KFC’s employees are neat appearing.
be neat appearing.
E6. When a customer has a problem, excellent fast P6. When you have a problem, KFC shows a sincere
food franchisees will show a sincere interest in interest in solving it.
solving it.
E8. Excellent fast food franchisees will provide the P8. KFC provides the same standard great quality of food
same great quality of food every time. every time.
Responsiveness Responsiveness
E10. Employees of excellent fast food franchisees P10. Employees in KFC tell you exactly when
will tell customers exactly when orders will be order will be performed.
performed.
P11. Employees in KFC give you prompt service.
E11. Employees of excellent fast food franchisees
will give prompt service to customers.
P12. Employees in KFC are always willing to help you.
E12. Employees of excellent fast food franchisees
will always be willing to help customers. Average Responsiveness SERVQUAL score
E P P-E
Assurance Assurance
E14. The behaviour of employees in excellent fast P14. The behaviour of employees in KFC is welcoming to
food franchisees will be welcoming to customers. customers
E15. Customers of excellent fast food franchisees P15. Customers of KFC feel assured of quality service
will feel assured of quality service every time they every time they visit any outlet of the franchisee
visit any outlet of the franchisee.
E17. Employees of excellent banks will have the P17. Employees in XYZ bank have the knowledge to
knowledge to answer customers’ questions. answer your questions.
Empathy Empathy
E18. Excellent fast food franchisees will give P18. KFC gives you individual attention.
customers individual attention.
E19. Excellent fast food franchisees will have P19. KFC goes the extra mile to ensure customer
customer satisfaction at the core satisfaction.
TOTAL