University Of Central Punjab

Faculty of Management Sciences

Id no:..(not to be filled by respondent) We are research students at Faculty of Management Sciences (MBA) at University of Central Punjab, Lahore. We are working on our Research Methodology project. The main objectives of this research are to identify the relationship between Sacrifice and Behavioral Intentions where customer satisfaction and service value mediates their relationships. We need your valued time and coordination with us to create knowledge. We ensure you that any information obtained in connection with this study, will remain highly confidential. In any written report or publication, no one will be identified and only aggregate data will be presented.

Respected Sir/Madam,

Gender : Age :

Qualification : Occupation :

The following statements concern your perception about variety of Companies. Select a brand of these below and please indicate the extent of your agreement and disagreement by ticking () the appropriate number. COMPANIES: KFC Macdonalds Hardees PizzaHut Village Salt n pepper

The response scale is: 1. Very low 2. 3. 4. 5. Neutral 6. 7. 8. 9. Very High

1. Strongly disagree 2. 3. 4. 5. Neutral 6. 7. 8. 9. Strongly agree

Scale

Sacrifice:
1. The price charged to use this restaurant is

1. Very low 1. Very low

1. Very low

2.

3.

4.

5. Neutral

6.

7.

8.

9. Very High

2. The time required to use this restaurant is 2. 3. 4. 5. Neutral 6. 7. 8. 9. Very High

3. The effort that I must make to receive the services offered is 2. 3. 4. 5. Neutral 6. 7. 8. 9. Very High

Behavioral Intentions:
4. The probability that I will use this restaurants services again is

1. Very low 1. Very low

2.

3.

4.

5. Neutral

6.

7.

8.

9. Very High

5. The likelihood that I would recommend this restaurants services to a friend is 2. 3. 4. 5. Neutral 6. 7. 8. 9. Very High

6. If I had to do it over again, I would make the same choice 1. Very low 2. 3. 4. 5. Neutral 6. 7. 8. 9. Very High

Page 1

University Of Central Punjab

Faculty of Management Sciences

Customer Satisfaction:
7. My choice to purchase from this restaurant was a wise one 1. Strongly disagree 2. 3. 4. 5. Neutral 6. 7. 8. 9. Strongly agree

8. I think that I did the right thing when I purchased from this restaurant 1. Strongly disagree 2. 3. 4. 5. Neutral 6. 7. 8. 9. Strongly agree

9. This restaurant is exactly what is needed for this service

1. Strongly disagree 2.

3.

4.

5. Neutral

6.

7.

8.

9. Strongly agree

Service Value:
10. Overall, the value of this restaurants services to me is 1. Very low 2. 3. 4. 5. Neutral 6. 7. 8. 9. Very High

11. Compare to what I had to give up, the overall ability of this restaurant to satisfy my wants and needs is 1. Very low 2. 3. 4. 5. Neutral 6. 7. 8. 9. Very High

Service Quality :
Strongly Disagree 1 Disagree Somewhat Disagree 3 Neutral Somewhat Agree 5 Agree Strongly Agree 6 7

12. Your Restaurant has up-to date Equipment. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 13. Restaurants physical facilities are visually appealing. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 14. Restaurant workers and other Staff members are well dressed and appear neat. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 15. Material associated with the service (like computers, LCD TV, dining place and infrastructure) is visually appealing. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree

Page 2

University Of Central Punjab

Faculty of Management Sciences

16. When your restaurant promises to do something by a certain time, so it does so. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 17. When you have some problems (regarding service), restaurant shows a sincere interest in solving it. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 18. Restaurant performs the service right (accurate) the first time. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 19. Restaurant provides services at a time, it promises to do so. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 20. Restaurant keeps its record accurately. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 21. Workers and others staff members of restaurant tell you exactly when the services will be performed. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 22. Workers and others staff members of this restaurant give you on time service. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 23. Workers and other staff members of this restaurant always willing to help you. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
24. Workers and other staff members of restaurant are never too busy to respond to your request.

1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
25. The behavior of workers and other staff members instills (encourage) confidence in consumers.

1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 26. You feel safe yourself to take the services from this restaurant. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 27. Workers and other staff members of this restaurant are consistently courteous with you. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree
Page 3

University Of Central Punjab

Faculty of Management Sciences

28. Restaurant workers and staff members have the knowledge to answer your question. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 29. Restaurant operating hours is convenient to all the consumers. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 30. Restaurant workers and other staff members give you personal attention. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 31. Restaurant has the best interest at heart. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree 32. Workers and other staff members of restaurant understand your specific needs. 1. Strongly Disagree 2. Disagree 3. Somewhat disagree 4.Neutral 5.Somewhat Agree 6. Agree 7.Strongly Agree

Page 4