Questionnaire on Customer Engagement

Survey Instrument

Instructions:

1. The estimated time to complete this questionnaire is about 15 minutes.

2. Please be as honest as possible with your answers. Please be known that there is no right or wrong answer.
3. Your participation in this study is confidential and your responses will remain secret.
4. Thank you for your participation.

Respondent’ Name : _________________________________________________________________

Address : _________________________________________________________________
Mobile Number : __________________________________________ Code:_________________
Name of the Restaurant: ____________________________________ Interviewer’ Name: ____________________
Gender: Marital Status: Age:
1.  Male 1. Married 1.Less than 20 years 4. 40 years to less than 50 years
2.  Female 2. Single 2.20 years to less than 30 years 5. 50 years to less than 60 years
3.30 years to less than 40 years 6. 60 years or above
Education: Occupation: Family Income:
1.  SSC Completed 1. Students 1. Less than taka 60,000
2.  HSC Completed 2. Govt. Organization 2. Taka 60,000 to less than taka 80,000
3.  Under Graduation Completed 3. Private Company 3. Taka 80,000 to less than taka 100,000
4.  Graduation Completed 4. Business 4. Taka 100,000 to less than taka 1,20,000
5.  Post-Graduation Completed 5. House Wife 5. Taka 1,20,000 to less than taka 1,40,000
6.  Other 6. Others 6. Taka 1,40,000 or above
How many times did you How do you describe the Which of the following factors
eat in this restaurant? food on the value of money? do You like the most?
1. Best
1.  1st time 2. Good 1 . Service
2. 2nd times 3.Reasonable 2. Food quality
3. 3rd times 4.Bad 3 .Product variety
4.  More than 3rd times 4. Price
5. Never before
Indicate the degree of agreement or disagreement with the statements regarding your reasons to enjoying service with
current brand using the following scale: 1- Strongly Disagreed; 2- Some What Disagreed; 3- Disagreed, 4=Neutral; 5-
Agreed; 6- Some What Agreed, 7-Strongly Agreed.
Behavior Loyalty: (Scaling from “Strongly disagreed” to “Strongly agreed” on a 7-point scale):
Code Items Scale

BIL1 I would say positive things about this brand to other people. 1 2 3 4 5 6 7

BIL2 I would recommend this brand to someone who seeks my advice. 1 2 3 4 5 6 7

BIL3 I would encourage friends and relatives to do business with this brand. 1 2 3 4 5 6 7

BIL4 I would do more business with this brand in the next few years. 1 2 3 4 5 6 7

Attention: (Scaling from “Strongly disagreed” to “Strongly agreed” on a 7-point scale):

Code Items Scale

AT1. I like to learn more about this brand. 1 2 3 4 5 6 7

AT2. I pay a lot of attention to anything about this brand. 1 2 3 4 5 6 7

AT3. Anything related to this brand takes my attention. 1 2 3 4 5 6 7

AT4 I concentrate a lot on this brand. 1 2 3 4 5 6 7

AT5. I like learning more about this brand. 1 2 3 4 5 6 7

Enthusiasm: (Scaling from “Strongly disagreed” to “Strongly agreed” on a 7-point scale):

Code Items Scale

EN1 I am heavily into this brand 1 2 3 4 5 6 7

EN2 I am passionate about this brand 1 2 3 4 5 6 7

EN3 I am enthusiastic about this brand 1 2 3 4 5 6 7

EN4 I feel excited about this brand 1 2 3 4 5 6 7

EN5 I love this brand. 1 2 3 4 5 6 7

Identification: (Scaling from “Strongly disagreed” to “Strongly agreed” on a 7-point scale):

Code Items Scale

ID1 When someone criticizes this brand, it feels like a personal insult 1 2 3 4 5 6 7

ID2 When I talk about this brand, I usually say ‘we’ rather than ‘they’ 1 2 3 4 5 6 7

ID3 This brand ‘s successes is my successes 1 2 3 4 5 6 7

ID4 When someone recommendations this brand, it feels like a personal compliment 1 2 3 4 5 6 7

Absorption: (Scaling from “Strongly disagreed” to “Strongly agreed” on a 7-point scale):

Code Items Scale

AB1. When I am interacting with the brand, I forget everything else around me. 1 2 3 4 5 6 7

AB2. Time flies when I am interacting with the brand. 1 2 3 4 5 6 7

AB3. When I am interacting with the brand, I get occupied. 1 2 3 4 5 6 7

AB4. When interacting with the brand, it is difficult to detach myself.. 1 2 3 4 5 6 7

AB5 In my interaction with the brand, I am immersed. 1 2 3 4 5 6 7

AB6 When interacting with the brand intensely, I feel happy. 1 2 3 4 5 6 7

Interaction: (Scaling from “Strongly disagreed” to “Strongly agreed” on a 7-point scale):

Code Items Scale

INT1. In general, I like to get involved in the brand discussions. 1 2 3 4 5 6 7

INT2. I am someone who enjoys interacting with like-minded others in the brand 1 2 3 4 5 6 7

INT3 I am someone who likes actively participating in brand 1 2 3 4 5 6 7

INT4. In general, I thoroughly enjoy exchanging ideas with other people in the brand 1 2 3 4 5 6 7

INT5. I often participate in activities of the brand. 1 2 3 4 5 6 7