Imapct of Sacrifice and Service Quality on Behavioral Intentions (1) mbnmbjmnhxbmnc
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Transcript of Imapct of Sacrifice and Service Quality on Behavioral Intentions (1) mbnmbjmnhxbmnc
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8/13/2019 Imapct of Sacrifice and Service Quality on Behavioral Intentions (1) mbnmbjmnhxbmnc
1/4
University Of Central Punjab
Faculty of Management Sciences
Page 1
Respected Sir/Madam, Id no:..(not to be filled by respondent)We are research students at Faculty of Management Sciences (MBA) at University of Central Punjab, Lahore
We are working on our Research Methodology project. The main objectives of this research are to identify therelationship between Sacrifice and Behavioral Intentions where customer satisfaction and service value
mediates their relationships. We need your valued time and coordination with us to create knowledge. We
ensure you that any information obtained in connection with this study, will remain highly confidential. In anywritten report or publication, no one will be identified and only aggregate data will be presented.Gender : Qualification :
Age : Occupation :
The following statements concern your perception about variety of Companies. Select a brand of these belowand please indicate the extent of your agreement and disagreement by ticking () the appropriate number.COMPANIES:- KFC Macdonalds Hardees PizzaHut
Village Salt n pepper
ScaleThe response scale is:1.Very low 2. 3. 4. 5.Neutral6. 7. 8. 9. Very High
1. Strongly disagree 2. 3. 4. 5. Neutral 6. 7. 8. 9.Strongly agree
Sacrifice:
1. The price charged to use this restaurant is
1. Very low 2. 3. 4. 5.Neutral 6. 7. 8. 9. Very High2. The time required to use this restaurant is
1. Very low 2. 3. 4. 5.Neutral 6. 7. 8. 9. Very High3. The effort that I must make to receive the services offered is
1. Very low 2. 3. 4. 5.Neutral 6. 7. 8. 9. Very High
Behavioral I ntentions:
4. The probability that I will use this restaurants services again is
1. Very low 2. 3. 4. 5.Neutral 6. 7. 8. 9. Very High5. The likelihood that I would recommend this restaurants services to a friend is
1. Very low 2. 3. 4. 5.Neutral 6. 7. 8. 9. Very High6. If I had to do it over again, I would make the same choice
1. Very low 2. 3. 4. 5.Neutral 6. 7. 8. 9. Very High
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University Of Central Punjab
Faculty of Management Sciences
Page 2
Customer Satisfaction:
7. My choice to purchase from this restaurant was a wise one
1. Strongly disagree 2. 3. 4. 5.Neutral 6. 7. 8. 9. Strongly agree8. I think that I did the right thing when I purchased from this restaurant
1. Strongly disagree 2. 3. 4. 5.Neutral 6. 7. 8. 9. Strongly agree9. This restaurant is exactly what is needed for this service
1. Strongly disagree 2. 3. 4. 5.Neutral 6. 7. 8. 9. Strongly agree
Service Value:
10.Overall, the value of this restaurants services to me is
1. Very low 2. 3. 4. 5.Neutral 6. 7. 8. 9. Very High11.Compare to what I had to give up, the overall ability of this restaurant to satisfy my wants and
needs is
1. Very low 2. 3. 4. 5.Neutral 6. 7. 8. 9. Very High
Service Quali ty :
12. Your Restaurant has up-to date Equipment.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
13. Restaurantsphysical facilities are visually appealing.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
14. Restaurant workers and other Staff members are well dressed and appear neat.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
15. Material associated with the service (like computers, LCD TV, dining place and infrastructure) is
visually appealing.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
Strongly
Disagree
1
Disagree
2
Somewhat
Disagree
3
Neutral
4
Somewhat
Agree
5
Agree
6
Strongly
Agree
7
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University Of Central Punjab
Faculty of Management Sciences
Page 3
16. When your restaurant promises to do something by a certain time, so it does so.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
17. When you have some problems (regarding service), restaurant shows a sincere interest in solving it.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
18. Restaurant performs the service right (accurate) the first time.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
19. Restaurant provides services at a time, it promises to do so.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
20. Restaurant keeps its record accurately.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
21. Workers and others staff members of restaurant tell you exactly when the services will be performed.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
22. Workers and others staff members of this restaurant give you on time service.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
23. Workers and other staff members of this restaurant always willing to help you.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
24. Workers and other staff members of restaurant are never too busy to respond to your request.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
25. The behavior of workers and other staff members instills (encourage) confidence in consumers.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
26. You feel safe yourself to take the services from this restaurant.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
27. Workers and other staff members of this restaurant are consistently courteous with you.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
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University Of Central Punjab
Faculty of Management Sciences
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28. Restaurant workers and staff members have the knowledge to answer your question.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
29. Restaurant operating hours is convenient to all the consumers.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
30. Restaurant workers and other staff members give you personal attention.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
31. Restaurant has the best interest at heart.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
32. Workers and other staff members of restaurant understand your specific needs.
1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree