QUESTIONNAIE

We would be grateful if you could spare a few minutes to

complete this questionnaire to help us insure that your
standard of customer loyalty exceeds expectations
wherever possible.
Q#1: Gender
1. male
2. Female
Q#2: Age
1.
2.
3.
4.

Under 20
20-30
30-40
40-50

Q#3: Occupation
1.
2.
3.
4.
5.
6.

Student
Banker
Doctor
Accountant
Engineer
Businessman

Please indicate how strongly you agree or disagree with each statement using the
scale provided.
Please place the numeric 1, 2, 3, 4 or 5 in the appropriate column.

Strongly Agree
5

Agree
4

Scale
Dont know
3

Disagree
2

1. Customer loyalty

I use products/services from the company because it is the best

choice for me.

I intend to keep buying the products/services from the company.

I would not switch to a competitor, even if I had a problem with

the products/services of the company.
The company is different from competing brands.
I deal with the company because I want to, not because I have
to.
I consider myself to be a loyal patron of the company.
2. Customer satisfaction

4
5
6

7
8
9

Our responsiveness in dealing with you is satisfied.

Our delivery on time performance and our commitment to meet
your delivery expectations.
Competitiveness of our products and do they represent best
value for total cost of lifetime ownership is satisfied.
Our products and services and did they meet your needs and
expectations regarding quality and performance.
3. Trustworthiness

10
You preferred our products when your trust relating our products
challenged?
11
Our product is innovative in its approach on which you show
trust?
12
Sometimes you ever experienced any dissatisfaction after
purchasing our product?
13
Do you think our product is healthy or useful for customers of
all ages?
14
If some company does something wrong in respect to quality
then you compare it to ours?
4. Service quality
15
16

The employees appearance is neat and professional

Employees are readily available to answer my questions and
concerns

17
They treat all customers alike without favoring some
18
I will recommend this place to my friends

S
A
5

A
4

Strongly
Disagree
1

DK
3

DA
2

SDA
1

19
Employees are courteous and respectful

SIMPLE REGRESSION

Model Summaryb
Variables Entered/Removed
Model
Model
11

R
R Square
Adjusted R
Variables
Variables
Entered
.070a
our server

Std. Error of

RemovedSquare
Methodthe Estimate
.005

-.005

.69813

responded
a. Predictors:
(Constant), our server responded promptly to
promptly
to
. Enter
your table for service?
your table for
service?a

ANOVAb

a.
All requested variables entered.
Model
Sum of

df

Mean Square

Squares
b. Dependent Variable: i use
products/services

from the company because it is a best choice for

1
Regression
.236
1
me
Residual
47.764
98
Total

48.000

.236

Sig.
.484

.488a

.487

99

a. Predictors: (Constant), our server responded promptly to your table for service?
b. Dependent Variable: i use products/services from the company because it is a best
choice for me
Coefficientsa
Standardized
Unstandardized Coefficients
Model
1

B
(Constant)

Std. Error
4.598

.293

-.047

.068

Coefficients
Beta

Sig.

15.681

.000

-.696

.488

our server responded

promptly to your table for

-.070

service?
a. Dependent Variable: i use products/services from the company because it is a best choice for me
INTERPRETATION:
In this test we have one independent variable (customer reliability) and one dependent variable value (customer
loyalty) the significant value given in coefficient table is .488 that is greater than the scale value o.o5 its means there is
no relationship between dependant and independent variables. The value of R square is .005 that shows the
contribution of independent variable due to change in dependent variable.
H0=there are no relationship between customer reliability and customer loyalty.
REGRESSION EQUATION:
Y=a+ b x
Costumer reliability=.598+.047(costumer loyalty)

Multiple regression

Variables Entered/Removedb
Model

Variables Entered

Coefficients

Variables

Method

Removed
1

the employees

Model

appearance is

Unstandardized Coefficients

. Enter

neat and

Standardized

(Constant)

Std. Error
3.966

.807

-.047

.068

.091
.050

Coefficients
Beta

Sig.

4.913

.000

-.070

-.692

.490

.095

.097

.956

.341

.136

.037

.364

.717

professional, the
Our server responded

restaurant is very

promptly to your table for

clean, our server

service?

responded

thepromptly
restaurant
very clean
toisyour

table for service?

the employees appearance

is neat and
professional
a. All requested
variables
entered.

b. Dependent
Variable:
i use
products/services
thecompany because it is a best choice for me
a. Dependent
Variable:
i use
products/services from
from the
company because it is a best choice for me
INTERPRETATION:
The sig, value is greater than the scale value 0.05 that shows there are no relationship between independent

Model Summary

variable and dependent variable. The value of F shows the hypothesis.

Model

R Square

H0=our model is not good fit.

REGRESSION EQUATION:

1
.124
Y=a+bx+cx+dx

Adjusted R

Std. Error of

Square

the Estimate

.015

-.015
ANOVAb

.70164

Costumer
loyalty=3.966+.047(costumer
reliability)+.091(trustworthiness)+.050
(service quality)
a. Predictors:
(Constant), the employees
appearance is neat

Model
Sum of
df
Mean Square
RELIBILITY TEST
and professional; the restaurant is very clean, our server
Squares
Case Processing
Summary
responded promptly
to your
table for service?
1
Regression
.739
3
.246
N

Residual
Cases

99

Total

.500

.683a

96

12

.492

89.2

48.000

Excluded

Sig.

47.261

Valid

99
10.8

a. Predictors: (Constant), the employees appearance is neat and professional; the

Total

111

100.0

restaurant is very clean, our server responded promptly to your table for service?
a. List wise deletion based on all variables in the procedure.

b. Dependent Variable: i use products/services from the company because it is a best

choice for me
Reliability Statistics
Cronbach's Alpha
.180

N of Items
19

INTERPRETATION:
We can see that in our example, Cronbachs alpha is .180, which indicate the high level of internal
for our scale with the specific sample. The minimum acceptable value of Cronbachs alpha is .700
and result value is .180 which is less than .700 and the strength of relationship is moderate between
independent and dependent variables.