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CUSTOMER Questionnaire

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11 views

CUSTOMER Questionnaire

Uploaded by

khrysteljay.guillena.m
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Bulacan State University

College of Hospitality and Tourism Management


A.Y. 2023 – 2024

INTRODUCTION: The researchers are currently conducting research entitled "The Satisfaction
of Employees and Customers on Self-Service Kiosk in the Selected Fast Food Restaurant in
the City of Malolos." This study aims to know the satisfaction of both employees and customers
on the use of a self-service kiosk in a fast food restaurant. In terms of the customer's order accuracy,
convenience, ordering speed, and menu design.

SECTION A: The researchers will be considering the demographic profile of the respondents.
DIRECTION: In order to answer the survey questionnaires, respondents need to fill in the
following: age, sex, highest educational attainment, employment status, and frequency of visit(s)
to a fast food restaurant with a self-service kiosk.
A. Demographic Profile of the Respondents.

1. Name (optional):

2. Age:

2. Sex:

3. Highest educational attainment:

4. Employment Status:

5. Frequency of visit(s) on a fast-food restaurant with a self-service kiosk

SECTION B: In this section, it will identify the customer's satisfaction in terms of ordering speed,
order accuracy, convenience, and menu design.

DIRECTION: In order to answer the survey questionnaires, put a check (/) on the designated raw

from (1) Strongly Agree to (5) Strongly Disagree. Researchers will guarantee the privacy and
safety of the respondents regarding the answers from the survey questionnaire. The results of the
questionnaires that came from the respondents will only be used for the intended study.
5 Strongly Disagree

4 Disagree

3 Neutral

2 Agree

1 Strongly Agree

ORDERING SPEED
No. Statement 5 4 3 2 1
1 Ordering at SSK is much faster than ordering with a human
cashier.
2 Queuing lines are reduced because of SSK.
3 Experiencing technical issues and delays or wait times while
using the SSK that affected the speed of your order rarely
happens.
4 SSK offers a clear and concise ordering process that helps
speed up your order placement.
5 Availability of the SSK contributes to shorter lines and faster
delivery service during peak hours.

ORDERING ACCURACY
No. Statement 5 4 3 2 1
1 SSKs has ability to customize your order accurately.
2 You can easily review and double-check your orders before
checking it out.
3 SSK has less or no technical issues that affect ordering accuracy.
4 Contacting restaurant staff to correct an order error when
using the SSK never happens.
5 You don’t need to order at the counter because all items that you
want are displayed on the SSK.
CONVENIENCE
No. Statement 5 4 3 2 1
1 Self-service kiosk gives you control over your ordering.
2 You don’t face any problem while making a transaction at
the self-service kiosk.
3 You rather use a self-service kiosk over interacting with a
human employee.
4 Paying cashless (through visa card or credit card) is more
convenient than paying at the counter.
5 SSK provided clear payment method instructions.

MENU DESIGN
No. Statement 5 4 3 2 1
1 The font style and font size used in the SSK are easy to read.
2 The SSK software design is intuitive.
3 The layout of the SSK was aesthetically appealing.
4 Menu Design on the self-service kiosk is more organized
than the Menu Design displayed on the board at the back of
the counter.
5 SSK has a great layout of a completed menu and detailed
description.

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