| With the Urban scale enlarged and the pace of work accelerated, the demand for fast-food is becoming increasingly strong, which resulted in the rapid development of Chinesechain fast-food enterprise. Due to the highly competition, fast-food companies are veryconcerned about improving customer satisfaction and retaining old customers to enhancetheir competitiveness. This paper researched the design and evaluation method of customersatisfaction questionnaire of Chinese chain fast-food companies, which supported to collectthe information and data about customer satisfaction of the enterprise itself.Firstly, the paper reviewed relevant theories and research results of customersatisfaction measurement and questionnaire design, and constructed a questionnaire qualityassessment framework. Secondly, based on the customer satisfaction index model andcombined with the characteristics of Chinese chain fast-food enterprises, the paper fixed thecustomer satisfaction evaluation index of Chinese chain fast-food enterprise. According toprinciples and procedures of questionnaire design, the paper designed the initialquestionnaire and optimized the questionnaire through pre-testing. Finally, the paperinvestigated consumers of FXOH and evaluated the quality of questionnaire through theproposed questionnaire quality assessment framework. The results showed that the sort ofquestionnaire affected reliability and validity of the questionnaire. Although the answer sortof questionnaires did not affect the overall quality, it will affect the final data results. It isconfirmed that the answer sort affect attitudinal issues through chi-square test. It issuggested that the answer sort of inverse two kinds of questionnaires be adopted in theactual research in order to eliminate the results of single sort of answered questionnaires. Atthe same time, the paper found that low levels of individual are more vulnerably affected tothe sort of answers. |
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