Quite not Quite Very
Not at all important Not important Neutral important
Expectation Statements important important important
-1 -2 -3 -4 -5 -6 -7
1 An excellent
restaurant shows a
sincere interest to solve
your problems
2 Bill collecting at an
excellent restaurant is
always right
3 An excellent
restaurant serves high
quality of foods
4 An excellent
restaurant serves fresh
and clean raw materials
5. An excellent restaurant
insists on error free
records
6 Employees at an
excellent restaurant are
consistently courteous
with you
7 You feel safe in
transaction with an
excellent restaurant
8 Employees at an
excellent restaurant have
the knowledge to
perform services
9 Employees at an
excellent restaurant have
the knowledge to answer
questions
10 An excellent
restaurant has a
fascinating food
presentation
11 An excellent
restaurant has modern and
comfortable seats
12 Materials
associated with services
at an excellent restaurant
are appealing
13 Employees’
appearance at an
excellent restaurant are
neat and clean
14 An excellent
restaurant has a special
menu of premium and
rare foods that are
appealing
15 Employees at an
excellent restaurant will be
patient and attentive to
your complaints
17 An excellent
restaurant has sincere and
attentive employees
18 An excellent
restaurant has operating
hours that are suitable
and convenient to you
19 Employees at an
excellent restaurant give
you prompt service
20 Employees at an
excellent restaurant
keeps you informed
when services winn be
performed
21 Employees at an
excellent restaurant are
always willing to help
you with friendliness
22 Employees at an
excellent restaurant are
ready to respond to your
requests
Perception Strongly Quite
Disagree Neutral Agree Quite Agree
Strongly
Statements Disagree Disagree Agree
-1 -2 -3 -4 -5 -6 -7
1 When you
have a problem,
BonChon shows
a sincere interest
in solving it
2 Bill
collecting at
BoChon is
always right
3 BonChon
serves high
quality of foods
4 Raw
materials at
BonChon are
fresh and clean
5 BonChon
insists on error-
free records
6 Employees
at BonChon are
consistently
courteous with
you
7 BonChon
make you feel
safe in
transactions
8 Employees
at Oishi Express
have the
knowledge to
perform services
9 Employees
at BonChon have
the knowledge to
answer questions
10 BonChon has
a fascinating food
presentation
11 BonChon has
modern and
comfortable seats
12 Materials
associated with
services at Oishi
restaurant are
appealing
13 Employees’
appearance at
BonChon are neat
and clean
14 BonChon has
a special menu of
premium and rare
foods that are
appealing
15 Employees
at BonChon will
be patient and
attentive to your
complaints
16 Employees
at BonChon
understand your
needs
17 BonChon has
sincere and
attentive
employees
18 BonChon has
operation hours
that are suitable
and convenient to
you
19 BonChon
employees give
you prompt
service
20 BonChon
keeps you
informed when
services will be
performed
21 Employees
at BonChon are
always willing to
help you with
friendliness
22 Employees at
Bonchon are
ready to your
requests
Service Expectation Standard Mean of
Mean Rank
Dimensions ID Deviation Dimension
Reliability E1 5.73 0.96
E2 5.79 1.09
E3 6.06 0.92 6 1
E4 6.31 0.86
E5 6.14 0.94
Assurance E6 5.95 0.96
E7 5.63 0.9
5.65 4
E8 5.59 0.87
E9 5.43 0.95
Tangible E10 5.65 0.97
E11 5.59 0.96
5.6 5
E12 5.36 0.93
E13 5.79 0.85
Empathy E14 5.64 1.03
E15 5.81 0.91
E16 5.84 0.93 5.71 3
E17 5.79 1.01
E18 5.47 1.01
Responsivene
E19 5.98 0.87
ss
E20 5.46 1.04
5.79 2
E21 6.04 0.9
E22 5.69 0.88
Standar
Mean of
Service Expectat d
Mean Dimensi Rank
Dimensions ion ID Deviatio
on
n
Reliability P1 4.88 0.93
P2 4.84 0.97
4.82 1
P3 4.72 0.88
P4 4.8 0.92
P5 4.85 1.04
Assurance P6 4.71 0.91
P7 4.74 0.86
4.66 3
P8 4.6 0.84
P9 4.57 0.79
Tangible P10 4.83 0.72
P11 4.83 0.8
4.8 2
P12 4.69 0.76
P13 4.86 0.77
Empathy P14 4.88 0.88
P15 4.48 0.9
P16 4.55 0.86 4.65 4
P17 4.5 0.99
P18 4.85 0.82
Responsiveness P19 4.74 0.89
P20 4.51 0.98 4.64 5
P21 4.63 0.92
P22 4.67 0.91
Table 4.5 Gap between Expectation and Perception Scores
Expectation Perceptio Paired
Dimensions Rank
Scores n Scores Differences
Reliability 6 4.82 -1.18 1
Assurance 5.65 4.66 -0.99 4
Tangible 5.6 4.8 -0.8 5
Empathy 5.71 4.65 -1.06 3
Responsivene
5.79 4.64 -1.15 2
ss
