Service Questionnaire
Dear respondent:
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The following questionnaire conducts a study of customer satisfaction and retention in the hospitality industry in China. And all the information gathered from you will be treated confidentially. Lastly, thanks for spending your time on filling this survey.

Part 1: Demographics

Types of customer: 1. What is your age group?
21-30 years old
31-40 years old
41-50 years old
51 years old above

2. What is your gender?
Male
Female

3. What is your education level?
High school
Diploma
Degree
Master or above

4. What is your occupation?
Professor
Manager
Lecturer
Student
Nurse
Others___

5. What is your monthly income?
Below S$1,000
S$1,000 – S$1,999
S$2,000 – S$2,999
S$3,000 – S$3,999
S$4,000 – S$4,999
S$5,000 above

6. What is your marital status?
Single
In a relationship
Married
Divorced
Widow

7. How often do you book a hotel in 1 year?
Less than twice
3 – 5 times
6 – 8 times
More than 8 times

8. How many times do you travel within 1 year?
Once
Twice
3 times
More than 3 times
Never

9. How many times do you visit hotels annually?
Once a year
Thrice a year
Occasionally
Not so often

Factors affect customers’ decision making: 10. What factor will affect you when you are choosing a hotel? (can pick more than 1)
Price
Hygiene
Brand name
Location
Surrounding
Food
Room layout

11. Which factor will you consider first?
Price
Service

12. You realize the hotel through
Network
Advertisement
Magazines
Newspaper
Friends
Other_____

13. How do you book a hotel usually?
Internet
Telephone
Travel agency
Hotel front-office

14. What is the reason behind your visit or short stay in a hotel?
Vacation
Business trips Travel