You are invited to participate in our survey. In this survey, we're asking a series of questions about Service Quality in selected coffee houses. It will take approximately 10 minutes to complete the questionnaire.
Your participation in this study is completely voluntary. You can withdraw from the survey at any point, however it is important for us to learn your opinions.
Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential.
Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
1. Please indicate whether you have ever had a dine in (sitting down to drink or eat in store) experience at:
2. What is your gender?
3. What is your age range?
4. What best describes how often you dine in at Gloria Jeans?
5. What best describes how often you dine in at Starbucks?
Based on your dine in experiences with Gloria Jeans can you please indicate the degree to which you either disagree or agree with the statements below. 1 indicates that you strongly disagree and 7 that you strongly agree.
If you have not had a dine in experience with Gloria Jeans please skip to next question
1 = strongly disagree and 7 = strongly agree
1 = strongly disagree
2
3
4
5
6
7 strongly agree
They have clean and modern-looking equipment, furniture, fixtures and fittings in their cafes
Their cafes are clean, comfortable and visually appealing
The staff are neat in appearance
The experience delivered appeals to my senses i.e. smell, sight, hearing, taste and/or touch
In terms of what they offer and how they offer it they consistently deliver to my expectations
When presented with an issue, they show sincere interest in resolving it
They give me what I want, how and when I want it right, the first time
They provide their coffee delivery service in a timely manner
They consistently fulfil my order correctly and successfully
They inform me if there will be a delay on my order
1 = strongly disagree
2
3
4
5
6
7 strongly agree
They consistently provide prompt service
They are always willing to help me with my requests and inquiries
They are never too busy to respond to my requests
The behaviour of their staff gives me confidence that they will meet my expectations
I trust that they will give me what I want
Their staff are consistently courteous
Their staff have the knowledge to answer questions regarding coffee and other menu items
Every time I visit my coffee house I feel comfortable and welcomed
I find their operating hours convenient
Their staff understand my specific needs
Based on your dine in experiences with Starbucks can you please indicate the degree to which you either disagree or agree with the statements below. 1 indicates that you strongly disagree and 7 that you strongly agree.
If you have not had a dine in experience with Starbucks please skip to next question
1 = strongly disagree and 7 = strongly agree
1 = strongly disagree
2
3
4
5
6
7 strongly agree
They have clean and modern-looking equipment, furniture, fixtures and fittings in their cafes
Their cafes are clean, comfortable and visually appealing
The staff are neat in appearance
The experience delivered appeals to my senses i.e. smell, sight, hearing, taste and/or touch
In terms of what they offer and how they offer it they consistently deliver to my expectations
When presented with an issue, they show sincere interest in resolving it
They give me what I want, how and when I want it right, the first time
They provide their coffee delivery service in a timely manner
They consistently fulfil my order correctly and successfully
They inform me if there will be a delay on my order
1 = strongly disagree
2
3
4
5
6
7 strongly agree
They consistently provide prompt service
They are always willing to help me with my requests and inquiries
They are never too busy to respond to my requests
The behaviour of their staff gives me confidence that they will meet my expectations
I trust that they will give me what I want
Their staff are consistently courteous
Their staff have the knowledge to answer questions regarding coffee and other menu items
Every time I visit my coffee house I feel comfortable and welcomed
I find their operating hours convenient
Their staff understand my specific needs
Thinking of your overall perceptions of dine in experiences at Gloria Jeans, how would you rate the below: 7 point scale: 1 = very poor and 7 = very good
1 very poor
2
3
4
5
6
7 very good
The Taste of Beverages and Food
Range of Products
The Friendly Service
The Speed of Service
The Atmosphere in store
Thinking of your overall perceptions of dine in experiences at Starbucks, how would you rate the below: 7 point scale: 1 = very poor and 7 = very good
1 very poor
2
3
4
5
6
7 very good
The Taste of Beverages and Food
Range of Products
The Friendly Service
The Speed of Service
The Atmosphere in store
Based on your last dine in experience with Gloria Jeans, how satisfied were you? 7 point scale: 1 = Very dissatisfied and 7 = Very satisfied
Based on your last dine in experience with Starbucks, how satisfied were you? 7 point scale: 1 = Very dissatisfied and 7 = Very satisfied
Overall how satisfied are you with the total Gloria Jeans dine in offering? 7 point scale: 1 = Very dissatisfied and 7 = Very satisfied
Overall how satisfied are you with the total Starbucks dine in offering? 7 point scale: 1 = Very dissatisfied and 7 = Very satisfied
What improvements do you suggest Gloria Jeans implements to improve their dine in experience?
What improvements do you suggest Starbucks implements to improve their dine in experience?
Considering what you expected overall, please rate your last dine in experience at Gloria Jeans. Five Point Scale:
Considering what you expected overall, please rate your last dine in experience at Starbucks . Five Point Scale:
How likely is it that you would recommend Gloria Jeans to a close friend or family member? 10 point scale: 1 = Highly unlikely and 10 = Highly likely
How likely is it that you would recommend Starbucks to a close friend or family member? 10 point scale: 1 = Highly unlikely and 10 = Highly likely
Based on your dine in expereince at Gloria Jeans , how likely are you to dine in at Gloria Jeans again? 10 point scale: 1 = Highly unlikely and 10 = Highly likely
Based on your dine in expereince at Starbucks , how likely are you to dine in at Starbucks again? 10 point scale: 1 = Highly unlikely and 10 = Highly likely
You have a total of 10 points to distribute between the below five (5) attributes as you see fit based on the importance of the dine in experience . Please ensure you give the attributes that are more important to you a higher weighting of points.
Appearance of physical settings
consistent, dependable, accurate performance
Promptness and helpfulness
Competence, courtesy, creditability and security
Easy access, good communication and customer understanding
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