SURVEY QUESTIONNAIRES

Dear Respondent:

We, the Grade 12- Automotive 2- Magnanimous Group 1 students in Jose Panganiban
National High School are currently conducting a research study entitled “ATTAINING CUSTOMER
DELIGHT: BUSINESS OPERATIONS STRATEGIES OF MOTOR-REPAIR SHOP IN JOSE PANGANIBAN
CAMARINES NORTE”. as part of the requirements in Inquiries, Investigation, and Immersion. As one
of the motor shop owners in the municipality of Jose Panganiban, you were chosen as respondent.
Your answers to the questionnaire will serve as valid sources of information for realization of this
study. Rest assured that your responses will be treated with utmost confidentiality.

Thank you very much.

-
Researchers
PART I: RESPONDENTS PROFILE

A. Age B. Gender C. Civil Status D. Educational Attainment

_____ 20below _____ Male _____ Single/ Widow/ _____ Elementary Graduate
_____ 21 - 25 _____ Female Widower/ Separated _____ High School Graduate
_____ 26 - 30 _____ Married _____ College Graduate
_____ 31 - 35 _____ Master’s (w/units)
_____ 36 - 40 _____ Master’s Degree
_____ 40 above _____ Doctorate (with units)
_____ Doctorate Degree

PART II- BUSINESS OPERATION STRATEGIES OF MOTOR SHOP REPAIR

This section presents the different business operation strategies of the motor shop owner in
Jose Panganiban. For each statement in the survey, please indicate on what level of knowledge you
gained with the statement by putting a check in the box on the right side of each statement.
The data was based on a Likert Scale of 1-5 where:

Legend: 5 – Very Satisfied 4 – Satisfied 3 – Enough Satisfied 2– Dissatisfied 1- Very

Dissatisfied

SERVICE QUALITY 5 4 3 2 1
(VS) (S) (ES) (D) (VD)

2.1.1 Providing services as promised

2.1.2 Dependability in handling customer’s service problems

2.1.3 Performing services right the first time

2.1.4 Providing services as the promised time

2.1.5 Maintaining error-free records

2.1.6 Keeping customers informed about when services will

be performed
 2.1.7 Prompt service to customers

2.1.8 Willingness to help customers

2.1.9 Readiness to respond to customers inquiries.

2.1.10 Employees while instill confidence in customers

2.1.11 Making customers feel safe in their transactions

2.1.12 Employees who are consistently courteous

2.1.13 Employees who have the knowledge to answer

questions

2.1.14 Giving customers individual attention

2.1.15 Employees who deal with customers in caring fashion

2.1.16 Having the customers best interest at heart

2.1.17 Employees who understand the needs of their

customers

2.1.18 Convenient business hours

2.1.19 Modern equipment

2.1.20 Visually appealing facilities

2.1.21 Employees who have a neat professional appearance

2.1.22 Visually appealing materials associated with service

Source: Questions are adopted from: The SERVQUAL 22-Scale Items Source: Parasuraman et al. (1994, p.207) c.
Importance-performance analysis – https://www.researchgate.net/figure/The-SERVQUAL-22-Scale-Items-Source-
Parasuraman-et-al-1994-p207-c_fig4_305709072

2.2 VALUE OF THE PRODUCT 5 4 3 2 1

(VS) (S) (ES) (D) (VD)

2.2.1 The price of the product is affordable and competitive

2.2.2 The products follow on the quality standard both

locally and internationally

2.2.3 Availability of the raw materials or spare parts upon

needed by the customers

2.2.4 Customers can access the product online or offline.

2.2.5 The product is available on multiple devices,

including mobile upon ordering

2.2.6 The product ordered by the customers was installed

on time and with no lag or delay.
 2.2.7 The product is more affordable than its competitors.

2.2.8 The products offered are in the demand of the

market

2.2.9 The products were maintained its inventory to avoid

the spoilage or have a proper inventory

2.2.10 Products delivery followed on the standard time or

arrived on time upon in need of the customers.

PART IV - CHALLENGES AND ISSUES FACE BY THE BUSINESS OWNERS IN OPERATION

Direction: Please check (✓) all possible problems that you encounter. You can check as many as
possible.
______1. Mismanaging the business overheads
______2. Wrong hiring of people that fitted to the right job.
______3. Not measuring the tracking performance of the business and employees
______4. Neglect to check the market or business competitors.
______5. Lack of customer service
______6. Not entertaining the customer complains
______7. Insufficient support from the government
______8. Lack of business security
______9. Lack of training of the business operators and employees
______10 Increase of the raw materials and supplies.

THANK YOU AND GOD BLESS!