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 Questionnaire

The aim of this questionnaire is to investigate how customers perceive service quality in convenience stores in Hong Kong.

This survey is anonymous and no one will be able to associate your response with your identity. Also, participation of this survey is voluntary. Completion of the survey signifies voluntary agreement to participate in this survey. Please participate this survey if you have related shopping experience in Hong Kong convenience stores.

This questionnaire is divided into three parts, which are shopping expectation, shopping experience and demographic details.

I would be grateful if you could help answer the following questions. It takes approximately 10 minutes to complete this survey.

Below is an example of this questionnaire:

The Bush Doctrine is an effective foreign policy.
Strongly Agree                                      Strongly Disagree

1              2               3            4               5        

Please tick the circle of the choice of your answer.
Based on the item, you will choose a number from 1 to 5 using the criteria below:
 
1 – strongly agree
2 – somewhat agree
3 – neutral/no opinion
4 – somewhat disagree
5 – strongly disagree
 
Thank you for your time.
 
Part 1 - Shopping Expectation



This section deals with your opinion of grocery stores. Please, show the extent to which you think grocery stores ‘should’ possess the following features. We are interested in knowing your expectations from ideal grocery stores in Hong Kong.

 
Strongly Agree Agree Neutral/No opinion Disagree Strongly Disagree
1. Ideal grocery stores should have modern and visually appealing equipment (shelves, counters, fridges, computers, lights).
2. The physical environment of the grocery store should be clean.
3. Their employees should be well dressed and appear neat.
4. Their employees should be polite.
5. When a customer has a problem, staff in grocery stores should show a sincere interest in solving it.
6. Employees should make information easily obtainable by the customers.
7. Employees should always be willing to help customers promptly.
8. Employees of grocery stores should have the knowledge to answer customers’ questions.
9. Grocery stores should provide customers individual attention and personal service.
10. Their operating hours and locations should be convenient to all their customers.
11. Grocery stores should have enough variety of products
12. The products in grocery stores should be of good quality.
13. Customers should be able to feel safe in their transactions with employees in the grocery stores.
 
 
Part 2 - Shopping Experience



The following statements deal with the perceptions of service experienced in convenience stores. Please, show the extent to which these statements reflect your perception of service in convenience stores in Hong Kong.



The following questions evaluate your views of the store you visited.



Please indicate your opinions about each of the following statements.
Strongly Agree Agree Neutral/No opinion Disagree Strongly Disagree
1. Grocery stores have up-to-date equipments.
2. Physical facilities (like shelves, fridges) are visually appealing.
3. Employees are well dressed and appear neat.
4. The physical environment of the grocery stores is clean.
5. When they promise to do something by a certain time, they do.
6.When a customer has a problem, they show a sincere interest in solving it.
7. Grocery stores perform the service and products right the first time.
8. Grocery stores in HK provide the service at the time they promised to do so.
9. Grocery stores keep their records accurately.
10. Employees make information easily obtainable by customers.
Strongly Agree Agree Neutral/No opinion Disagree Strongly Disagree
11. Employees give prompt service to customers.
12. Employees are always willing to help customers.
13. Employees are never too busy to respond to customers’ requests.
14. The behaviour of employees instils confidence in customers.
15. Customers feel safe in their transactions with employees in the grocery stores.
16. Employees are polite with customers.
17. Employees of grocery stores have the knowledge to answer customers’ questions.
18. Grocery stores give customers individual attention.
19. Their operating hours are convenient to all their customers.
20. Employees give customers personal service.
21. The products in grocery stores are in good quality.
 
 
Part 3 - Demographic Details
This part is about gathering your information about gender, age, level of education, frequency of shopping and average monthly expenditures.

1. What is your gender?
 
Male
 
Female
 
 
 
2. How old are you?
 
15-30
 
31-45
 
46-50
 
50-65
 
65 or above
 
 
 
3. How much is your income?
 
HKD$ 0-5000                 
 
HKD$ 5001-10000        
 
HKD$ 10001-15000      
 
HKD$ 15001-20000       
 
HKD$ 20001-25000     
 
HKD$ 25001 or above
 
 
 

4. How often do you go to convenience stores?


 
Everyday                
 
Once per week      
 
2-3 times per week 
 
2-3 times per month
 
Once per month     
 
 
 
5. How much do you usually spend in convenience stores per month?
 
HKD$ 0-500                   
 
HKD$ 501-1000           
 
HKD$ 1001-1500          
 
HKD$ 1501-2000           
 
 
 
Thank you for your feedback. We sincerely appreciate your honest opinion and will take your input into consideration while providing products and services in the future.