Koharu Caf, popular in the Kuala Lumpur city center, has been seeing a decline in the number

Koharu Café, popular in the Kuala Lumpur 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 for the café to enjoy long-term customer loyalty. He suspects that the decline in the number of customers is due to a deterioration in the quality of customer service at the café. He commissions you as a consultant to help gauge customers’ satisfaction with the quality of service at the café. Your findings will help the café to make better operational decisions. You are charged with the responsibility of developing a suitable research instrument that will help the café achieve its objective.