Dear Respondent.

I am an MBA student from School Of Petroleum Management, PDPU Gandhinagar and I am doing a project on finding service quality gap of fast food restaurants. I have prepared a questionnaire, which comprises of questions that would enable us to understand the various nuances of our study. I invite you to participate in our research by answering to the questions mentioned in the survey. The information provided by you will remain confidential and will only be used as an aggregate in our research analysis. There will be no scope for malpractice, as the information provided by you will remain discreet and coded.It would be highly appreciable and helpful if the inputs provided by you would be authentic and true.

Scale : 1-7; 1 being strongly agree and 7 being strongly disagree

TANGIBLES:

1. Branded chained fast food restaurant have modern equipment : _____McDonalds have modern equipment: ________

2. Physical facilities at chained fast food restaurant are visually appealing: _____ McDonalds have physical facilities that are visually appealing: ______

3. employees at chained fast food restaurant are neat appearing: _____ Employees of McDonalds are neat appearing: ______

4. Materials associated with the service (such as pamphlets or digital marketing) will be visually appealing at an branded chained food restaurant: _______ Materials associated with the service (such as pamphlets or digital marketing) will be visually appealing at McDonalds: _______

RELIABILITY:

1. When branded chained fast food restaurant promise the best services with best quality food, they do: _______ When McDonalds promise the best services with best quality food, they do: _____

2. When a customer has a problem, branded chained fast food restaurant show a sincere interest in solving it: _____ When a customer has a problem, McDonalds show a sincere interest in solving it: _____

3. Branded chained fast food restaurant provide the food as soon as possible after the order has been placed: ______ McDonalds provide the food as soon as possible after the order has been placed: ______

4. Branded chained fast food restaurant insists on customer complaints free records: _____ McDonalds insists on customer complaints free records: _____

RESPONSIVENESS:

1. Employees of branded chained fast food restaurants gives customers right information about

the food and services: _____ McDonalds gives customers right information about the food and services: _____

2. Employees of branded chained fast food restaurants always are willing to help customers: ______ Employees of McDonalds always are willing to help customers: _______

3. Employees of branded chained fast food restaurant is never too busy to respond to customers’ requests or complaints: ______ McDonalds is never too busy to respond to customers’ requests or complaints: ______

ASSURANCE:

1. The behavior of employees in branded chained fast food restaurant will instill confidence in customers: ______ The behavior of employees in McDonalds will instill confidence in customers: ______ 2. Customers of branded chained fast food restaurant feel ease and speed in transactions: ____ Customers of McDonalds feel ease and speed in transactions: _____

3. Employees of branded chained fast food restaurant are consistently courteous with customers: _____ Employees of McDonalds are consistently courteous with customers: _____ EMPATHY:

1. Branded chained fast food restaurant gives customers individual attention while taking orders: ______ McDonalds gives customers individual attention while taking orders: ______

2. Branded chained fast food restaurant have operating hours convenient to all their customers: ______ McDonalds have operating hours convenient to all their customers: ______

3. Branded chained fast food restaurants have employees who give customers personal attention: _______ McDonalds have employees who give customers personal attention: _______

4. Branded chained fast food restaurants have their customer’s interests and prefernces at heart: ______ McDonalds have their customer’s interests and prefernces at heart: ______

5. The employees of branded chained fast food restaurants understand the specific needs of their customers: _______ The employees of McDonalds understand the specific needs of their customers: _______