QUESTIONNAIRES

Name (optional): _______________________________

Date: ___________________________________

CUSTOMER SATISFACTION ON SERVICES OFFERED

Part I: Expected Performance (During Consumption of Experience)

Directions: Check the box that corresponds to your level of agreement or
disagreement during the consumption of experience in the service
performance of the hotel company. Use the likert scale below:
Responses:
1 - Strongly Agree
2 - Agree
3 - Disagree
4 - Strongly Disagree

No. Room cleanliness and comfort 4 3 2 1

1 Bed/mattress/pillow are comfortable
2 In-room temperature control is of high quality
3 Room is clean
4 Room is quiet
5 Hotel provides comfortable ambiance

No. Convenience of location 4 3 2 1

1 Hotel location is accessible and visible.
2 Quality and appearance of surroundings
3 Environmental Situation
4 Business-related facilities are available
5 Mini-bar is available

No. Prompt service 4 3 2 1

1 Check-in/check out are efficient
2 Room service is efficient
3 Valet/laundry service is efficient
4 International direct dial is available
5 Information desk is available
No. Safety and security 4 3 2 1
1 Security personnel are responsible
2 Loud fire alarms are reliable
3 Safe box is available
4 Security personnel are visible
5 Number of security personnel are in good ratio.

No. Friendliness of Employees 4 3 2 1

1 Staff are polite and friendly
2 Staff are helpful
3 Staff understand your requests
4 Staff have multi-lingual skills
5 Staff have neat appearance

No. Food and Beverages 4 3 2 1

1 Hotel food & beverages are value for money
2 Hotel food & beverages are served in time.
3 Hotel food & beverages are in good taste quality.
4 Food & beverage facilities are of great variety
5 Food & beverage facilities are of great presentation.
Part II: Perceived Performance (After Consumption of Experience)
Directions: Check the box that corresponds to your level of agreement or
disagreement after the consumption of experience in the service performance
of the hotel company. Use the likert scale below:
Responses:
1 - Strongly Agree
2 - Agree
3 - Disagree
4 - Strongly Disagree

No. Room cleanliness and comfort 4 3 2 1

1 Bed/mattress/pillow are comfortable
2 In-room temperature control is of high quality
3 Room is clean
4 Room is quiet
5 Hotel provides comfortable ambiance

No. Convenience of location 4 3 2 1

1 Hotel location is accessible and visible.
2 Quality and appearance of surroundings
3 Environmental Situation
4 Business-related facilities are available
5 Mini-bar is available

No. Prompt service 4 3 2 1

1 Check-in/check out are efficient
2 Room service is efficient
3 Valet/laundry service is efficient
4 International direct dial is available
5 Information desk is available
No. Safety and security 4 3 2 1
1 Security personnel are responsible
2 Loud fire alarms are reliable
3 Safe box is available
4 Security personnel are visible
5 Number of security personnel are in good ratio.
 No. Friendliness of Employees 4 3 2 1
1 Staff are polite and friendly
2 Staff are helpful
3 Staff understand your requests
4 Staff have multi-lingual skills
5 Staff have neat appearance

No. Food and Beverages 4 3 2 1

1 Hotel food & beverages are value for money
2 Hotel food & beverages are served in time.
3 Hotel food & beverages are in good taste quality.
4 Food & beverage facilities are of great variety
5 Food & beverage facilities are of great presentation.

Part III: Percentage on How Recommendable the Hotel

Directions: Check the box that corresponds to your answer.

How do the MCC hotel services offered recommendable the hotel to a

friend or colleague? Rate your answer from 1- Extremely Not
Recommendable to 10 – Extremely Recommendable.

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