GPO CafÃ©, popular in the Bendigo city center, has been seeing a decline in the number of customers over the last three months. The manager understands that it is important to retain customers in order for the cafÃ© to enjoy long-term customer loyalty. He suspects that the decline in the number of customers is due to deterioration in the quality of customer service at the cafÃ©. He commissions you as a consultant to help gauge customersâ€™ satisfaction with the quality of service at the cafÃ©. Your findings will help the cafÃ© to make better operational decisions. You are charged with the responsibility of developing a suitable research instrument that will help the cafÃ© achieve its objective.
Design a question using a Likert scale to measure the customersâ€™ satisfaction levels with the quality of service offered by the cafÃ©. When developing the question, you will need to (a) determine the intensity scale using relevant descriptors, and (b) design statements related to the cafÃ©â€™s customer. This will allow customers to indicate their feelings by choosing the relevant scale.