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APPENDIX I: RESEARCH QUESTIONNAIRE FOR HOUSEHOLD MEMBER
101 Part A: Demographic Information
Q1. What is your gender?
1. Male❏
2. Female❏
3. Non-binary❏
4. Other __________
Q2. Age
1. Under 20❏
2. 20-24❏
3. 25-34❏
4. 35-44❏
5. 45-54❏
6. 55-64❏
7. Above 64❏
Q3. What is the highest level of school you have completed or the highest degree you have received?
1. Less than high school degree❏
2. High school degree or equivalent (e.g., GED) ❏ 3. Some college but no degree❏
4. Associate degree❏
5. Bachelor’s degree❏
102 6. Master's level graduate degree❏
7. Doctorate level graduate degree❏
8. Post-graduate studies or appointments❏
Part B: General Information
Q1. Have you ever visited a Shell station for fuel and other products or services?
1. Yes❏
2. No❏
Q2. How often do you visit any Shell petrol station for fuel and other products or services?
1. Every week❏
2. Every month❏
3. Every 3 months❏
4. Every 6 months❏
5. Once a year❏
Q3. When did you last visit any Shell Station?
1. In the past week❏
2. In the past month❏
3. In the past 3 months❏
4. In the past year❏
Q4. Which of the following reasons best explains why you specifically chose to visit the Shell outlet? (Select all that apply as necessary) (from: La and Yi; Dudziak et al.; Hatem El-Gohary et al.)
103 1. Location and vicinity, i.e., on the way❏
2. Close to home❏
3. Close to the office or workplace❏
4. The services offered at the station❏
5. Good behaviour by staff and employees❏
6. Available facilities❏
7. Automated or digital billing❏
8. Availability of additional services❏
9. Well organized and clutter-free❏
10. Quality and quantity assurance❏
11. Offering loyalty rewards❏
12. Availability of different payment alternatives❏
13. Other, please specify__________
Q5. Considering your overall experience, how likely is it that you would be able to recommend Shell stations and outlets to friends, family or colleagues? (On a scale of 0-10, with 0-very unlikely and 10-very likely).
Part C: Customer Satisfaction
Dudziak, Agnieszka, et al. “Application of the CSI Method to Test Consumer Satisfaction: A Case Study of Petrol Stations.” Scientific Journal of Silesian University of Technology.
Series Transport, vol. 116, 1 Sept. 2022, pp. 113–124, 10.20858/sjsutst.2022.116.7.
Accessed 29 Oct. 2022.
104
Q1. In general, during the visits to any Shell Station, how satisfied were you with the overall service quality and delivery based on the below factors?
Very Unsatisfie d
Unsatisfied Neutral Satisfied Very Satisfied
Accurate dispensing of wet stock at the pump ❏ ❏ ❏ ❏ ❏
Accurate billing of services and products ❏ ❏ ❏ ❏ ❏
Range of payment options ❏ ❏ ❏ ❏ ❏
Reliability and security of payment systems ❏ ❏ ❏ ❏ ❏
Accurate and timely loyalty rewards ❏ ❏ ❏ ❏ ❏
Up to date customer information ❏ ❏ ❏ ❏ ❏
New products and service offerings ❏ ❏ ❏ ❏ ❏
Part D: Service Visibility
Parasuraman, A., et al. “A Conceptual Model of Service Quality and Its Implications for Future Research.” Journal of Marketing, vol. 49, no. 4, Sept. 1985, pp. 41–50, 10.1177/002224298504900403.
Q1. Based on your experience and expectations, please indicate your opinion about the following elements that reflect on the visible dimensions of service quality
Strongly disagree
Disagree Neutral Agree Strongly Agree
105 The gas station technologies and facilities are all up to date
❏ ❏ ❏ ❏ ❏
The physical facilities are excellent and visually appealing
❏ ❏ ❏ ❏ ❏
The employees are neat and well groomed ❏ ❏ ❏ ❏ ❏
Other material like the welcome signs, switch off engine, and no smoking are well placed and visually appealing
❏ ❏ ❏ ❏ ❏
Part E: Service Reliability
Drosos, Dimitrios, et al. “Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece.” Sustainability, vol. 11, no. 7, 30 Mar. 2019, p. 1905, 10.3390/su11071905.
Q1. Please indicate the degree to which you agree or disagree with the following statements on the reliability of service based on your experience and expectations
Strongly disagree
Disagree Neutral Agree Strongly agree The quality of products and services offered
match expectations
❏ ❏ ❏ ❏ ❏
The staff at Shell always helps to solve any problems that may arise
❏ ❏ ❏ ❏ ❏
The outlet's clean and neat appearance is ❏ ❏ ❏ ❏ ❏
106 attractive and makes it easy to be serviced
The outlet rewards the customer loyalty program immediately and accurately
❏ ❏ ❏ ❏ ❏
Customers of Shell feel safe when making transactions
❏ ❏ ❏ ❏ ❏
Part F: Service Effectiveness and Efficiency
Q1. Please indicate your level of agreement on whether the following attributes and qualities of service are apparent at the Shell outlet (adapted from: Purohit; Purohit, Santanu et al.;
Littlechild)
Strongly disagree
Disagree Neutral Agree Strongly agree Always dispenses fuel accurately using
automated pumps
❏ ❏ ❏ ❏ ❏
Always accurately bill and offers receipts after making any purchase
❏ ❏ ❏ ❏ ❏
Always uses and provides reliable and secure payment options
❏ ❏ ❏ ❏ ❏
Provides a loyalty scheme ❏ ❏ ❏ ❏ ❏
Q2. Based on the efficiency and effectiveness, overall, the service-delivery at the station or outlet is of high standards
1. Strongly disagree❏
2. Somewhat disagree❏
107 3. Neutral❏
4. Somewhat agree❏
5. Strongly agree❏
Q3. Based on your experience and expectations, how likely are you to replace Shell’s products and services with another petrol station outlet from a different company?
1. Certain❏
2. High chance❏
3. Equal chance❏
4. Low chance❏
5. Never❏
Part G: Service Customization
Malhotra, G., Chatterjee, R., & Shukla, Y. Consumer retention through phygital experience in omnichannel retailing: role of consumer empowerment and satisfaction. Journal of Strategic Marketing, 2021.
Hatem El-Gohary, et al. Handbook of Research on IoT, Digital Transformation, and the Future of Global Marketing. Hershey, Pa, Igi Global, Business Science Reference, 2021.
Q1. On a scale of 1-5 (1 being the least important and least satisfactory and 5 being the most important and most satisfactory), respond to the following questions, indicating the level of importance to you and the subsequent level of satisfaction that you draw from the outlet’s service delivery and quality.
108
Importance Satisfaction Not Important Very Important
Not Satisfied Very Satisfied
1 2 3 4 5 1 2 3 4 5
The petrol station used automated pumps to ensure you get the right amount of fuel you request.
❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏
The petrol station billing and receipting process was fully automated and with readily available receipts
❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏
The petrol station provided more than one reliable and advance payment option such as card, wireless, cash, swipe, loyalty points
❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏
The petrol station provided a fast and secure payment option.
❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏
The petrol station offered new and innovative products like Shell V-Power fuel
❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏
The petrol station provided additional services and products like supermarket, cleaning car screens, car services including oil checking, washing and tire changes
❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏
The petrol station brand offered a ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏
109 comprehensive loyalty program
If you have any other comments, recommendations, and suggestions, please include them here.
THANK YOU FOR PARTICIPATING IN THIS SURVEY
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