SURVEY QUESTIONNAIRE
To the Respondent,
We are currently conducting our research entitled; “The Degree in Satisfaction of Consumers in the Newly
Renovated Jollibee Branch in Bolton, Davao City” as a partial fulfillment of our course requirements for the
subject Practical Research 02 at STI College Davao. In this light, we are humbly requesting for your time and
effort to go over this questionnaire as your responses will be very much helpful in achieving the purpose of our
research. Rest assured that the information you will provide will be kept confidential and will be used for
research purpose only. Thank you!
Name of the Respondent: (Optional)
Age: 15-18 19-25 26-35 36-39 40 above
Part I. Costumer Service
Directions: Below are statements to measure the customer service and costumers’ satisfaction in Jollibee. Use
the following as your guide.
Numerical Categorical Verbal Verbal Description
Rating Responses Interpretation
4 [3.50-4.00] Strongly Agree (SA) Very Efficient I experience the indicator 76-100% of the
time.
3 [2.50-3.49] Agree (A) Efficient I experience the indicator 51-75% of the
time.
2 [1.50-2.49] Disagree (D) Less Efficient I experience the indicator 26-50% of the
time.
1 [1.00-1.49] Strongly Disagree (SD) Least Efficient I experience the indicator 1-25% of the time.
Customer Service VE E LE LTE
(4) (3) (2) (1)
A. PRODUCT QUALITY
1.Food is served hot and fresh
2.Food is tasty and flavorful
3.Pleasing appearance of food
4.Ingredients are excellent in quality
5.Menu has a good variety of items
B. SERVICE QUALITY
6.Efficiency of service
7.Employees serve customers on time
8.Employees are well-trained to serve customers
9.Employees prioritize the customers
10.Employees can response to the customer’s concern immediately
C. AMBIANCE/ATMOSPHERE
11.Physical appearance is fresh and good
12.Cleanliness of serving and dining area
13.Appearance of staffs and crews
14.Facility arrangement is well-ordered and easy to find
15.Decoration is attractive and modern
Numerical Categorical Verbal Verbal Description
Rating Responses Interpretation
4 [3.50-4.00] Strongly Agree (SA) Very Satisfied I experience the indicator 76-100% of the
time.
3 [2.50-3.49] Agree (A) Satisfied I experience the indicator 51-75% of the
time.
2 [1.50-2.49] Disagree (D) Less Satisfied I experience the indicator 26-50% of the
time.
1 [1.00-1.49] Strongly Disagree (SD) Least Satisfied I experience the indicator 1-25% of the time.
Customer Satisfaction VS S LS LTS
(4) (3) (2) (1)
D. PRICE
16.Price is reasonable
17.Price influences/attracts me to buy in Jollibee
18.Pricing value is excellent to pay
19.Price of every meal is affordable
20.Discount or Sale Price
