Questionnaire
QUESTIONNAIRE FOR THE EFFECTIVENESS AND ACCEPTANCE OF SELFSERVICE DIGITAL KIOSK FOR CUSTOMER SATISFACTION IN SELECTED
RESTAURANTS IN LAGUNA
I.
Profile of the respondents.
Instruction: Kindly put a checkmark (✓) to the corresponding preference.
Age____
Sex:
Male
Female
Income:
Below 5,000
5,001-10,000
10,001-20,000
20,001 and Above
Educational Attainment:
High School
College
Post-graduate degree
Others; Please specify___________
Type of Customer:
Student
Entrepreneur
Parent
Worker
II.
Acceptance of Self-Service Digital Kiosk
Directions: please read each statement carefully and kindly put a check (✓) of your choice
on the table provided.
Behavioral Intention
(These refers to an individual's observable response in a specific setting concerning a
given aim.)
The intention in Using Self-Service Kiosk
I expect to use it 1
I want to use it
I intended to use it
Attitude (behavioral beliefs x outcome evaluation)
(These refers to behavioral beliefs linking the behavior to various outcomes and
experiences using a self-service digital kiosk in this study.)
Attitude in Using Self-Service Kiosk
1.
2.
3.
4.
Using it is
Using it is
Using it is
Using it is
Beneficial
Good
Pleasant
Helpful
Harmful
Bad
Unpleasant
Unhelpful
Subjective Norms (normative beliefs x motivation to comply)
(These refers to social pressure from others for an individual to behave in a certain
manner and their motivation to comply with those people's views.)
Subjective Norms in Using Self-Service Kiosk
1. I feel under social pressure to use it
2. The restaurant wants me to use it
Agree
Agree
Disagree
Disagree
Perceived Behavioral Control (control beliefs x influence of control/belief) (These
refers to a person's perception of his or her capacity to do a specific task.)
Perceived Behavioral Control in Using Self-Service Kiosk
1. I am confident I could use it
2. For me, it is
3. The decision to use it beyond my control
III.
Agree
Easy
Agree
Satisfaction with the self-service digital kiosk.
Disagree
Difficult
Disagree
This section aims to assess The Customer Satisfaction of a Self-Service Digital
Kiosk in a Selected Restaurant in Laguna. Directions: please read each statement
carefully and kindly put a check (✓) of your choice on the table provided.
4- Strongly Agree
2- Strongly Disagree
3- Agree
1- Disagree
Tangibles
(These refers to the appearance of physical facilities,
equipment, personnel, and communication materials)
1. Restaurant has modern-looking equipment
2. The physical facilities are visually appealing
3. Employees are neat-appearing
4. Materials associated with the service are visually
appealing
Reliability
(These refers to the ability to reliably and accurately
provide the promised service)
5. When the restaurant promises to do something by a
certain time, it does so
6. When a customer has a problem, the restaurant
shows a sincere interest in solving it
7. The restaurant performs the service right the first
time
8. Services are provided at the time the restaurant
promises to do
9. The records are error-free
Responsiveness
(These refers to the willingness to help customers and
to provide prompt service)
10. Employees tell customers when services will be
performed
11. Employees give prompt service to customers
12. Employees are willing to help customers
13. Employees are never too busy to respond to
customer’s requests
4
3
2
1
Assurance
(These refers to the knowledge and courtesy of
employees and their ability to convey trust and
confidence.)
14. The behavior of employees instill confidence in
customers
15. Customers feel safe in their transactions
16. Employees are consistently courteous
17. Employees know to answer customer's questions
Empathy
(These refers to the offering of caring, individualized
attention to customers.)
18. Restaurant gives individual attention to the
customer
19. Employees give personal attention to customers
20. Restaurant understands specific needs of its
customers
21. Restaurant has customer’s interest at heart
22. Operating hours are convenient to all customers