GRADUATE SCHOOL OF BUSINESS

FACULTY OF BUSINESS & ACCOUNTANCY

Measuring customer perception of the Local Workers Service Quality in the foodservice
industry in Malaysia
Dear Respected Respondent,
This survey is conducted as a requirement for the completion of dissertation for the
Master of Business Administration, University of Malaya. The purpose of this research is to
measure the local workers service quality of the foodservice industry in Malaysia. We would
greatly appreciate your assistance in answering the questionnaire. It is only with your generous
help that this study can be successful.
Please be assured that your response to each question in this questionnaire will be kept
strictly confidential. The strict ethic guidelines of University of Malaya will ensure anonymity is
maintained at all times. Individual participants will not be identified in the analysis as only
aggregated results will be analyzed and presented.
In making the ratings, please remember the following points
1. There is 2 parts of question in this set of questionnaire. (4 pages including cover page)
Part A: Measure Service Quality (38 Question)
Part B: Demographic Profile (10 Question)
2. Please answer each of the statements related to the questions by ticking
along side the
number that best describes your answer.
3. Be sure to answer all items do not omit any.
4. Never tick more than one number or box for each scale.
If there are queries about this study, please contact me David Lee (CGA090034), MBA
Candidate @ 012-5439098 or email at chewmanforever@hotmail.com

Supervised by: Dr. Anna Azriati Che Azmi (annaazriati@um.edu.my) from Department of Management Accounting and
Taxation, Faculty of Business and Accountancy, University of Malaya.

Local Workers Service Quality

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Part A: Service Quality

Please evaluate the restaurant with local waiter and waitress that you have visited most
recently.
(1)
Strongly
Disagree

(2)
Disagree

(3)
Somewhat
Disagree

(4)
Neutral

(5)
Somewhat
Agree

(6)
Agree

(7)
Strongly
Agree

This restaurant
No
.

Statement

(1)

has a visually attractive parking area.

has a visually attractive building exterior.

has a visually attractive dining area.

4
5

has dcor in keeping with its image.

has dcor in keeping with its price range.

has a menu that is easily readable.

10
11

(3)

(4)

(5)

(6)

(7)

has staff members who are clean and

neatly dressed.
has staff members who are appropriately
dressed.

(2)

has a visually attractive menu that reflects

the restaurant's image.
has a dining area that is comfortable to
move around in.
has a dining area that is easy to move
around in.

12

has rest rooms that are thoroughly clean.

13

has dining areas that are thoroughly clean.

14

has comfortable seats in the dining room.

15

serves you in time promised.

16

quickly corrects anything that is wrong.

17

is dependable and consistent

18

provides an accurate guest check (bill).

19

serves your food exactly as you ordered it.

(1)
Strongly

(2)
Disagree

Local Workers Service Quality

(3)
Somewhat

(4)
Neutral

(5)
Somewhat

(6)
Agree

(7)

Strongly
Agree

Page | 2

Disagree

Disagree

Agree

This restaurant
No
.
20
21
22
23
24
25
26
27
28

Statement

30

have personnel who seem experienced.

makes you feel special.

34

anticipates your individual needs.

35

anticipates your individual wants.

37
38

(4)

(5)

(6)

(7)

seems to give employees support so that

they can do their jobs well.
has employees who are sensitive to your
needs and wants rather than always relying
on policies & procedures.

33

36

(3)

gives extra effort to handle your special

requests.
has employees who can answer your
questions completely.
makes you feel comfortable in your dealing
with them.
makes you feel confident in your dealing
with them.
has personnel who are able and willing to
give information about the menu items,
ingredients and method of preparation.
makes you feel personally safe.
have personnel who seem well-trained and
competent.

32

(2)

during busy time has employees shift to

help each other maintain speed of the
service.
during busy time has employees shift to
help each other maintain quality of the
service.
provides prompt and quick service.

29

31

(1)

have employees who are sympathetic if

something is wrong.
have employees who are reassuring if
something is wrong.
seems to have the customer's best interest
at heart.

Local Workers Service Quality

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Part B: Demographic profile

Please select ONE answer from each statement that best describes you.
1. Nationality:
Malaysian
Non-Malaysian

4. Marital status:
Single
Married
Divorced/Separated
Widowed

2. Gender
Male
Female

3. Age group:
20 years and below
21 32 years
33 46 years
47 - 65 years
66 years and above

5. Ethnic background:
Malay
Chinese
Indian
Others__________

6. Monthly income (gross):

RM2,000 or less
RM2,001 RM4,000
RM4,001 RM6,000
RM6,001 RM8,000
RM8,001 RM10,000
More than RM10,000

7. Highest education level achieved:

Primary Education
Secondary Education
Certificate or Diploma
First Degree (Bachelor)
Professional Qualification
Postgraduate Degree
(e.g. Master or Doctorate)

8. Current job position:

Senior Manager
Managers
Senior Executive
Junior Executive
Non-Executive
Others._________________________

9. Current industry:
Banking/Finance
Communications/Advertising
Engineering/construction
Educations
Pharmaceutical/Healthcare
Retail/Own business
Service/hospitality
Others ________________

10. How many times have you made use of a

restaurant service in Klang Valley during
the past 1 week?
None
1
2
3
4 and above

Local Workers Service Quality

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