Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia

Many urban Malaysians are attracted to the moderately-priced food that is usually served in a casual atmosphere. Its popularity has given rise to its potential business in the foodservice industry. The sudden increase in the number of Casual Western Dining Restaurants (CWDR), however, creates a stif...

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Main Authors:	Saad, Mazni, Abukhalifeh, Alaa Nimer, Slamat, Syafiq Syaheer, TengkuYacob, Tengku Nor Farah Farhanah
Format:	Conference or Workshop Item
Language:	English
Published:	APF 2019 2019
Subjects:	TX901 Hotels, clubs, restaurants, etc. Food service
Online Access:	http://irep.iium.edu.my/74439/ http://irep.iium.edu.my/74439/ http://irep.iium.edu.my/74439/1/APF%202019%20%28MAZNI%20SAAD%20only%29.pdf

id	iium-74439
recordtype	eprints
spelling	iium-744392019-09-12T03:42:36Z http://irep.iium.edu.my/74439/ Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia Saad, Mazni Abukhalifeh, Alaa Nimer Slamat, Syafiq Syaheer TengkuYacob, Tengku Nor Farah Farhanah TX901 Hotels, clubs, restaurants, etc. Food service Many urban Malaysians are attracted to the moderately-priced food that is usually served in a casual atmosphere. Its popularity has given rise to its potential business in the foodservice industry. The sudden increase in the number of Casual Western Dining Restaurants (CWDR), however, creates a stiff competition which has resulted not only in a bad turnover of customers but also in businesses closing abruptly. Another reason for such closures is also the dissatisfied customers who experience poor quality service at these dining restaurants. Thus, the current study aims to examine the relationship between Service Quality (SERVQUAL) and Customer Satisfaction at CWDR. A total of 380 questionnaires distributed and yielded a 53 percent response rate. The SERVQUAL model contributed 76 percent of the variance in the customers’ satisfaction level among those who dined in the restaurants. The overall results show that in a highly competitive business environment, customers' evaluation of Service Quality and Customer Satisfaction is critical for the service restaurants' survival. The management must therefore focus on these most crucial factors that have enhanced service standards of CWDR. Also highlighted in this study are the limitations encountered and the possibilities for future research. APF 2019 2019-06 Conference or Workshop Item PeerReviewed application/pdf en http://irep.iium.edu.my/74439/1/APF%202019%20%28MAZNI%20SAAD%20only%29.pdf Saad, Mazni and Abukhalifeh, Alaa Nimer and Slamat, Syafiq Syaheer and TengkuYacob, Tengku Nor Farah Farhanah (2019) Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia. In: The 18th Asia Pacific Forum for Graduate Students Research in Tourism, 21st - 23rd June 2019, Woosong University Daejeon, Korea. http://apf2019.sis.ac.kr/page/index.jsp?code=apf0301
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	TX901 Hotels, clubs, restaurants, etc. Food service
spellingShingle	TX901 Hotels, clubs, restaurants, etc. Food service Saad, Mazni Abukhalifeh, Alaa Nimer Slamat, Syafiq Syaheer TengkuYacob, Tengku Nor Farah Farhanah Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia
description	Many urban Malaysians are attracted to the moderately-priced food that is usually served in a casual atmosphere. Its popularity has given rise to its potential business in the foodservice industry. The sudden increase in the number of Casual Western Dining Restaurants (CWDR), however, creates a stiff competition which has resulted not only in a bad turnover of customers but also in businesses closing abruptly. Another reason for such closures is also the dissatisfied customers who experience poor quality service at these dining restaurants. Thus, the current study aims to examine the relationship between Service Quality (SERVQUAL) and Customer Satisfaction at CWDR. A total of 380 questionnaires distributed and yielded a 53 percent response rate. The SERVQUAL model contributed 76 percent of the variance in the customers’ satisfaction level among those who dined in the restaurants. The overall results show that in a highly competitive business environment, customers' evaluation of Service Quality and Customer Satisfaction is critical for the service restaurants' survival. The management must therefore focus on these most crucial factors that have enhanced service standards of CWDR. Also highlighted in this study are the limitations encountered and the possibilities for future research.
format	Conference or Workshop Item
author	Saad, Mazni Abukhalifeh, Alaa Nimer Slamat, Syafiq Syaheer TengkuYacob, Tengku Nor Farah Farhanah
author_facet	Saad, Mazni Abukhalifeh, Alaa Nimer Slamat, Syafiq Syaheer TengkuYacob, Tengku Nor Farah Farhanah
author_sort	Saad, Mazni
title	Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia
title_short	Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia
title_full	Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia
title_fullStr	Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia
title_full_unstemmed	Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia
title_sort	service quality and customer satisfaction in relationship in casual western dining restaurants in malaysia
publisher	APF 2019
publishDate	2019
url	http://irep.iium.edu.my/74439/ http://irep.iium.edu.my/74439/ http://irep.iium.edu.my/74439/1/APF%202019%20%28MAZNI%20SAAD%20only%29.pdf
first_indexed	2023-09-18T21:45:25Z
last_indexed	2023-09-18T21:45:25Z
_version_	1777413416761163776

Service quality and customer satisfaction in relationship in casual western dining restaurants in Malaysia

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