Currently I am doing a research on
Customer Retention Hotel Service Attributes in Sri Lanka: Effect of Customer's Nationality - Case of Cinnamon Grand Hotel. with the support of literature i have prepared a questionnaire. Hotel service attributes will be critical, desirable, satisfies, dissatisfier and neutral dimensions (Cadotte and Turgeon (1988); Silverman and Grover (1995); Hartline et al.(2003). Customer retention will be operationalized in terms of loyalty and intent to switch.
May I have suggestions to the Questionnaire ?
https://docs.google.com/forms/d/e/1FAIpQLScw9-zrukTi_u63uL7lU6cEquEX9cG3_ANWcj8eNAv4LPo3Rg/viewform
It is a nice questionnaire.
I would suggest you to check grammar in a couple of statements. However there wasn't a big issue in that too.
Take care of the reverse coding. I guess you have included few reverse statements as well.
Overall its a good questionnaire but I would suggest you to run a pilot test on a relatively small sample of around 60-70 and check the reliability & validity of the scale and data.
In addition to the suggestions above, I have two recommendations for your study. The first is about the questionnaire. You usually get better demographic data if you put those questions at the end of your survey rather than at the beginning. Once respondents become invested in completing the survey, they are more likely to respond to these types of questions.
My other comment relates to your overall research question. You indicate that you are interested in determining if a person's nationality affects your results. To determine this result would require a full experimental study where you randomly assign one a nationality. Clearly, that is not possible. I think your research questions should be "Are your results related to one's nationality?'
I wish you a successful study,
Jim
McLean
thank you so much for your valuable suggestions!!! highly appreciated !
Please arrange the questions in a particular order, viz. attitude of the staff,hotel facilities ,room facilities,guest services,responsiveness of employees, etc. Put all negative questions together. Use five point likert- scale so that you can apply appropriate statistical tools for analyzing the data.
It is a good questionnaire. Still wants to give some suggestions.
Check reliability and validity with 50 responses.
Try to put demographic data at the tail of the questionnaire.
Skip highly correlated statements , if any.
Check negative statements before doing pilot study.
To get instant real help for improvement in questionnaire , if possible try to get it fill by 2-3 respondents. Here I am talking about the quality of the questionnaire.
And best of luck in last
It's nice questionnaire, check reliability with 40+ samples to be sure on instrument, else it's fine.
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