QUESTIONNAIRE

Dear sir/Madam, I am Zamil Ahamed conducting customer survey on the basis of SERVICE QUALITY - GAP MODEL AND DIMENSIONS TOWARDS Caf Coffee Day mangalore. The information that you provide will be used for studying Caf Coffee day service & will be kept confidential.

Part 1
Demographical profile:
1) Name: 2) Age : 3) Contact number: 4) Address:

5) Gender

Male

Female
Unmarried Business Private

6) Marital Status : Married 7) Occupation

: Student
Public

Others

8) Income

: 5000 -10000 10000 -20000 20000 -30000 30000 -40000 40000 Above

9) Information about Caf Coffee day offers :

Newspaper Media Direct visit Other

PART- 2 (Expectations)
Based on your experience as a consumer of CAF COFFEE DAY services please think about the kind of services that would deliver quality of service. Please show the extent to which you think such CAFS would possess the features described by each statement. If you feel a feature is not at all essential for excellent, such as the one you have in mind, circle the number 1. If your feelings are less strong, circle one of the numbers in middle. There are no rights or wrong answers all we are interested in is a number that truly reflects your feelings regarding Caf Coffee Day that would deliver excellent quality of service.

Sl no 1 2

Statement Tangibility

Strongly disagree

Strongly agree

Has a modern looking caf 1 Materials associated with the service (such as 1 pamphlets or statements) will be visually appeal.

2 2

3 3

4 4

5 5

6 6

7 7

Reliability
4
Service quality is good and Food is served with 1 a minimal time

Responsiveness
5 6 7
Will inform their customers about the benefits 1 of various offers. Will provide appropriate information on offers 1 and prompt service to its customers. Will always willing to help customers. 1

2 2 2

3 3 3

4 4 4

5 5 5

6 6 6

7 7 7

Assurance
8 9 10
The behaviour of employees will instil 1 confidence in customers. customers will feel satisfied in Coffee day 1 Employees have adequate knowledge on food 1 to answer customers questions.

2 2 2

3 3 3

4 4 4

5 5 5

6 6 6

7 7 7

Empathy
11 12 13
Will give customers individual attention. 1 Will have their customers best interest at heart. 1 Will understand the specific needs of their 1 customers.(Ability to understand)

2 2 2

3 3 3

4 4 4

5 5 5

6 6 6

7 7 7

Listed below are five broad features of a Caf Coffee Day we would like to know how important each of these features is to you when you evaluate the quality of service. Please allocate 10 points among the five features according to how important each feature is to you. Please allocate maximum point to most important feature and minimum to least. If you think some are equally important assign equal points. Sl.NO 1.

Features
The appearance of Caf Coffee Day outlet

point

2. 3. 4.

The Coffee day has an ability to perform the promised service dependably and accurately The Caf Coffee Day willingness to help customer and provide prompt service. The knowledge and courtesy of the employees and their ability to convey trust and confidence. Caring, individualized attention by the Caf Coffe day employees to its customers.

5.

Total points

Part 3 (CUSTOMER SATISFACTION & LOYALTY) A) Customer satisfaction

a. Very satisfied c. Neutral e. Very dissatisfied 2. Quality of Employees is upto the standard? a. Strongly agree c. Neutral e. Strongly Disagree 3. In my opinion both the employees quality and food quality are the important determinants of customer satisfaction and loyalty. a. Strongly agree c. Neutral e. Strongly Disagree 4. In my opinion service quality and relationship quality are valuable indication of satisfaction and loyalty in Caf Coffee Day. a. Strongly agree c. Neutral e. Strongly Disagree 5. Did you ever complain about the problem with concerned authority? Yes No b. Agree d. Disagree b. Agree d. Disagree b. Agree d. disagree b. satisfied d. Dissatisfied

1) How do you rate overall satisfaction?

`If Yes, did you satisfy with the way in which it was handled? Yes No

Customer loyalty
Not at all likely 1 Not likely Neutral Likely Extremely likely

Loyalty to the Caf Coffee Day

I recommended Caf Coffee Day to My friends I encourage friends and possess best interest of customers at their heart. I consider Caf Coffee day as my leisure spot I frequently visit Caf Coffee day I Dont take into consideration my spending pattern once I visit Caf Coffee Day I will take some of my business to competitors that offer better prices.

2 3

1 1

2 2

3 3

4 4

5 5

4 5 6

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

7 8

1 1

2 2

3 3

4 4

5 5

Willingness to pay more

I will continue to do business with Caf Coffee Day if its prices increases some what I am prepared to pay more also for the benefits from Caf Coffee Day when compared to competitors

10

External response to the problem

I will switch to a competitor if I experience a problem in Caf Coffee Day service. I will complain to a other customers if I experience a problem with Caf Coffee Day service.

11

12

Internal response
I will complain to Caf Coffee Day employees if I experience problem with service.

Please offer your suggestion /remarks for improvement:

We express our gratitude for sparing your valuable time to crystallize out observations and to suggest need based on Caf Coffee Day services Thanking you Your sincerely