Are you satisfied with the Muamalat cafeteria?

Muamalat cafeteria a customer satisfaction survey

I am a University Utara Malaysia student and would like to conduct an investigative study of
my cafeteria provided by Muamalat cafe in order to improve its overall quality. Your opinion
is extremely important for my research. And your participation with this project is voluntary
and is greatly appreciated!
*For the following questions, please circle appropriately or fill in:
1. You are:

a. female

b. male

2. Are you a UUM student?

a. YES

b. NO

3. Were you satisfied with the way it was handled?

a. YES

b. NO

4. Have you ever made a claim/complained?

a. YES

b. NO

5. If YES, what was it about?

6. How often do you use cafeteria services?

a. Daily
b. 2-3 times per week
d. Few times per semester

c. Few times per month

e. Only once or few times ever

(If you choose a,b or c, please only answer question 7;

If you choose d or e, please only answer question 8)
7. Mark with 1 the first reason and 2 the second reason you frequently eat at the cafeteria:
( ) a. The location is convenient
( ) b. The food is good
( ) c. It is economical

( ) d. To socialize/meet your friends

( ) e. I dont have other option
( ) f. Other (please specify):

8. Mark with 1 the first reason and the 2 the second reason you NOT frequently eat at the
cafeteria:
( ) a. The location is not convenient
( ) e. The staff are not friendly
( ) b. The food is bad
( ) f. I have other option
( ) c. It is expensive
( ) g. Other (please specify):
( ) d. The environment is bad

Thank you for taking a moment to answer the following questions. All answer given will be
anonymous and treated with full confidentiality!
How happy are you with the Muamalat cafeteria? Please fill in the answer sheet using
the following scale:
0= Strongly disagree 1= Disagree 2= Somewhat disagree 3= Neither disagree nor agree
4= Somewhat agree 5= Agree
6= Strongly agree
Statement/ Question
Circle 0 6
Disagree - Agree
1. I am pleased with the Muamalat cafeteria overall
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2. I am pleased with the food offered

3. I am pleased with the what I get for what I pay

4. I am pleased with the cleanliness of the cafeteria

5. I am pleased with the staff of the cafeteria

6. An adequate number of food choices is 0

1
available
7. The choices of foods available allow me to meet
special dietary needs such as low fat or diabetes
8. The choices of foods available allow me to meet
cultural and ethnic preferences
9. Special meals and promotions are offered
frequently
10. The quality of the food is good
11. The appearance of the food is good
12. The taste/flavour of the food is good
13. The quality of the ingredients used is good
14. Foods are always the same quality

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15. Prices are reasonable for the portion served

16. I consider the foods prices as acceptable
17. I usually accept changes in prices

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18. Cleanliness is good

19. The staff are clean and neat
20. The seats and table are clean
21. I feel comfortable in a cafe
22. Food waste properly removed
23. Plates and glasses are clean

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PROBLEM STATEMENT

Service and product quality is an important tool that use to measure whether the cafe
are able to fulfilling customers satisfaction and needs. In instance, certain cafeteria has
provide their customers with a good service in order to make customers feel satisfy so that
customers interested in coming back. In Muamalat cafe, business owner has given his
customers good quality of food and services, reasonable price and provide a comfortable
atmosphere. Based on what he has gave, he expect customers satisfaction will increase.
However, the outcome are differ and not good as they predict. There are number of customer
complaints regarding price, cleanliness and product quality received by customers. This has
lead me to do a research to investigate the impact of Muamalat cafe service quality on
customer satisfaction. We would like to talk more about price fairness: fairness is the
judgment of whether an outcome and/or the process to reach an outcome are reasonable,
acceptable, or just (Bolton and Shankar, 2003). Usually, the lower the perceived price, the
lower the perceived sacrifice and the customer will view the price as fair. Repeat consumers
of a restaurant tend to be those who have had the best overall experience in the restaurant
(Sulek and Hensley, 2004; Gupta et al., 2007; Kivela et al., 1999). The taste of the food
offered plays an important role in this evaluation. Thus, understanding how consumers
evaluate the taste, satisfaction or enjoyment of their food is vital for the service providers. In
a survey conducted by Kimberley Clark has shown 84% questioned about the cleanliness of
the premises and they will not eat at the same place if it is not clean, it shows that respondents
are more concerned with cleanliness than other aspects Mori (2005). Then, consumer
perceptions related to hygiene is an important factor in choosing a place to buy food. In this
study, I will investigate some independent variable such as price, product quality and
cleanliness of cafeteria in order to see in what way this factor can affect customer
satisfaction. For this study I will use the theory of SERVQUAL by Parasuraman.