This document appears to be a survey that is collecting background information and opinions from restaurant customers about their expectations and perceptions of service quality. The survey contains sections on collecting respondent demographics and background, rating agreement with statements in several "dimensions" of service quality including tangible aspects, reliability, responsiveness, assurance, empathy, and food service quality. Respondents are asked to rate their level of agreement with statements related to each dimension on a 5-point scale. The purpose seems to be gathering data from customers on what aspects of service quality are important to them and how satisfied they are with the performance of restaurants on those aspects.

1. Service Quality in Restaurants: Customers’ Expectation and Customers’ Perception
SECTION A_______________________________________________________________________________________
Name: _________________________________________
BACKGROUND INFORMATION OF RESPONDENT
(Please tick where applicable)
1. Gender Male Female
2. Age
Below 20
Between 21-25
Between 26-30
Between 31-35
Between 36-40
Above 41 years old
3. Status
Single
Married
Others
4. Monthly income
Below 1000
Between 1000 – 2000
Between 2001 – 3000
Between 3001 – 4000
Above 4001
5. Employment Status
Students
Employed
Unemployed
Retired
6. Previous visits to a restaurant
Everyday
1 - 2 weekly
1 -2 times per 2 weeks
1 -2 times in month
1 -2 times in a year

2. SECTION B_______________________________________________________________________________________
SERVICE QUALITY DIMENSIONS
For this section, please rate how strongly you agree or disagree with each of the following statements by circling the
appropriate numbers.
TANGIBLE DIMENSION Strongly
Disagree
Disagree Moderate Agree Strongly
Agree
1
The restaurant has visually attractive parking areas
and building exteriors.
1 2 3 4 5
2
The restaurant has visually dining area.
1 2 3 4 5
3
The restaurant has appropriate, decent and neatly
dressed employees.
1 2 3 4 5
4
The restaurant has a menu that is easily readable.
1 2 3 4 5
5
Dining space is spacious and comfortable.
1 2 3 4 5
6
The restaurant looks clean and neat.
RELIABILITY DIMENSION Strongly
Disagree
Disagree Moderate Agree Strongly
Agree
1
The restaurant provides the service on time.
1 2 3 4 5
2
The restaurant quickly corrects everything that is
wrong.
1 2 3 4 5
3
The restaurant is reliable and consistent in the
service.
1 2 3 4 5
4
The restaurant offers an accurate calculation of the
guests.
1 2 3 4 5
5
The restaurant serves the food exactly as you have
ordered it.
1 2 3 4 5
RESPONSIVENESS DIMENSION Strongly
Disagree
Disagree Moderate Agree Strongly
Agree
1
During the busy hours the restaurant provides the
service at the promised time.
1 2 3 4 5
2
The restaurant provides quick service.
1 2 3 4 5
3
The restaurant gives extra effort to handle your
special requests.
1 2 3 4 5
2

3. ASSURANCE DIMENSION Strongly
Disagree
Disagree Moderate Agree Strongly
Agree
1
Employees should always be ready to help.
1 2 3 4 5
2
Staff should be loyal and honest.
1 2 3 4 5
3
Staff should be polite.
1 2 3 4 5
4
The restaurant has staff who are both able and
willing to give you information about menu items,
their ingredients, and methods of preparation.
1 2 3 4 5
5
The restaurant has staff that look educated,
competent and experienced.
1 2 3 4 5
EMPATHY DIMENSION Strongly
Disagree
Disagree Moderate Agree Strongly
Agree
1
The restaurant has employees who have time for
your individual wishes.
1 2 3 4 5
2
The restaurant makes you feel special.
1 2 3 4 5
3
The restaurant provides your individual needs and
requirements.
1 2 3 4 5
4
The restaurant has employees who are
sympathetic and calm when something is wrong.
1 2 3 4 4
5
The restaurant seems to have the customers’ best
interests at heart.
1 2 3 4 5
FOOD SERVICE QUALITY Strongly
Disagree
Disagree Moderate Agree Strongly
Agree
1
The food has a nice taste.
1 2 3 4 5
2
Food is served at an appropriate temperature.
1 2 3 4 5
3
Food is fresh.
1 2 3 4 5
4
The choice of food is different.
1 2 3 4 5
5
Food is served in good portions.
1 2 3 4 5
3