Republic of the Philippines

PALOMPON INSTITUTE OF TECHNOLOGY

Palompon, Leyte

College of Education
Senior High School Department

“THE RELATIONSHIP OF CUSTOMER SATISFACTION AND BUSINESS REPUTATION”

Name (Optional):_______________________________ Age: ______ Gender: _______

Address:_________________________________________________________________

Directions: Read each statement carefully and answer the following questions by putting
a check ( ) on the column that best describes your answer.

1 – Very Poor 2- Poor 3-Good 4- Very Good

QUESTIONS 1 2 3 4

A. CUSTOMER SATISFACTION

 Product
1. Variety of menu choices

2. Appropriate temperature of the food

3. Pleasing appearance of the food

4. Freshness of products

5. Tasty and flavorful food

6. Availability of new offerings

7. Well-deserved pricing of products

8. Product quality

 Service
1. Efficiency of service

2. Friendliness of staff

3. Helpfulness of staff

4. Hours of operation

5. Service quality

 Dining Environment

1. Accessibility of Location

2. Appearance of staff

3. Relaxed atmosphere and ambiance

4. Comfort

5. Cleanliness of the place

Adopted from: Adhikari’sCustomer Satisfaction Survey

(http://www2.uwstout.edu/content/lib/thesis/2003/2003tungw.pdf)
 1 – Strongly Disagree 2- Disagree 3-Agree 4- Strongly Agree

1 2 3 4
QUESTIONS
SD D A SA

B. Business Reputation
1. The business contributes actively and voluntarily to the
social, economic and environmental improvement of
the society.
2. The business stands behind its products and services
with good price and quality that meets customers.
3. The business treats customers courteously,
communicates with them and takes care of their safety
and health.
4. The business generates respect, admiration, esteem
and confidence,
5. The business is recognized, has excellent leadership,
is innovative and seeks constant overcoming.
6. This business is a company that has values that obeys
laws, transparent and respect people and
environment.
7. The business supports good causes that benefit
society and environment.
8. The business looks like a good place to work and
provides benefits and good treats to employees.

Adopted from: Alves’Corporate Reputation Test

(http://www.scielo.br/pdf/rae/v54n1/a06v54n1.pdf)