Questionnaire Example (Customer Loyalty & Customer Satisfaction) towards

Construction Hardware Supplier

Survey Questionnaires
We would be grateful if you could spend few minutes of your precious time to fill out this questionnaire. Your
answers will be part of a research project on Customer Loyalty and Customer Satisfaction towards the
Construction hardware Supplier. There is no right or wrong answer. You will not be required to reveal your
identity in this research and all answers will be handled with confidentiality.

1. Demographic Information
1.1 What is your gender?
[ ] Female

[ ] Male

1.2 How old are you (years)?

[ ] 15-25

[ ] 26-35

[ ] 36-50

[ ] >50

1.3 Education background

[ ] Secondary [ ] Certificate [ ] Diploma

[ ] Degree

[ ] Others

Please circle to what extent, on a scale of 1 to 7, you do agree with the statement below.
(1 means Strongly Disagree, 2 Disagree, 3 Slightly Disagree, 4 Undecided, 5 Slightly

Agree, 6 Agree, 7 Strongly Agree)

2. Supplier Location.
2.1 The warehouse location of your supplier had saved you with the transportation cost and
time.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
2.2 The warehouse location of your supplier is close to your construction site.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
2.3 The location factor of the warehouse induced you to buy from this supplier.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree

3. Variety of products.
3.1 There are wide range of product makes and brands that your supplier had in store.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
3.2 Most of the materials you intended to order were readily available from this supplier. Strongly
disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
3.3 You probably would suggest that this supplier to have more variety of their products.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
3.4 You do not face the situation where the materials you want to order run-out of stocks.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
4. Product quality.
4.1 Performance level of the materials you bought reached your expectation.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
4.2 Materials bought were normally free from defects.
Strongly disagree
[1]
[2]
[3]
[4]
[5]

[6]

[7] Strongly agree

4.3 You are very sure that the materials supplied will function properly.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
4.4 Equipments and tools bought from this supplier were not easily worn-out and were long
lasting.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
4.5 Aesthetics features of the available products especially the finishing materials are pleasing to
you.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
4.6 Never happen that you reject the materials supplied due to inferior quality.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
5. Service quality.
5.1 The supplier is very reliable and able to provide accurate and dependable services.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
5.2 You are very assured and confident when dealing with this supplier.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
5.3 Employees of this supplier have neat and professional appearance.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
5.4 This supplier always ready to provide you with personal service.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
2

5.5 This supplier is willing to assist you by providing fast and efficient service.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
5.6 Any problems or complaints that you encountered regarding the orders were quickly resolved
by the supplier.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
5.7 Your supplier always makes the delivery of orders on time.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]

[7] Strongly agree

5.8 Credit facility and terms of payments of the supplier satisfied you.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
6. Customer Satisfaction.
6.1 You are satisfied that the store location of this supplier is convenience to you.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
6.2 You agree that this supplier sells adequate selection of products and you are satisfied.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
6.3 Overall product quality that was purchased from this supplier had satisfied you.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
6.4 The level of service quality of this supplier had satisfied you.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]

[7] Strongly agree

6.5 You are satisfied that this supplier had provided you with value for money.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
7. Customer Loyalty
7.1 You would not switch to other supplier in near future.
Strongly disagree
[1]
[2]
[3]
[4]
[5]

[6]

[7] Strongly agree

7.2 You are satisfied with this supplier that you decided to remain loyal to it.
Strongly disagree
[1]
[2]
[3]
[4]
[5]
[6]
[7] Strongly agree
7.3 You will recommend this supplier to your friends.
Strongly disagree
[1]
[2]
[3]
[4]
[5]

[6]

[7] Strongly agree

7.4 This is the supplier of your choice.

Strongly disagree
[1]
[2]
[3]

[6]

[7] Strongly agree

[4]

[5]

Your KIND cooperation in completing this survey is VERY much appreciated. THANK
YOU!