Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]

Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant ser...

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Main Authors:	Voon, Boo Ho, Kueh, Karen Meng Koon, Unggah, Lois, Chali, Raymond
Format:	Article
Language:	English
Published:	Research Management Institute (RMI) 2009
Subjects:	Marketing Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia
Online Access:	http://ir.uitm.edu.my/id/eprint/13070/ http://ir.uitm.edu.my/id/eprint/13070/1/AJ_VOON%20BOO%20HO%20SMRJ%2009%201.pdf

id	uitm-13070
recordtype	eprints
spelling	uitm-130702016-06-30T00:22:54Z http://ir.uitm.edu.my/id/eprint/13070/ Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.] Voon, Boo Ho Kueh, Karen Meng Koon Unggah, Lois Chali, Raymond Marketing Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant service quality need to be well understood. This paper presents the customers’ perception of restaurant service quality for a sample of 342 restaurant customers in Malaysia. The results showed that customers were generally satisfied with the service quality, price and variety of food. Reliability received the highest ratings followed by tangibles and responsiveness. Restaurants serving Western cuisine were rated better than the restaurants serving local food. Customer-perceived restaurant service quality was significantly correlated with the customer satisfaction and loyalty. Age and ethnic background did not affect perception of foodservice quality whereas gender influenced perceptions of food variety and overall satisfaction. Research Management Institute (RMI) 2009 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/13070/1/AJ_VOON%20BOO%20HO%20SMRJ%2009%201.pdf Voon, Boo Ho and Kueh, Karen Meng Koon and Unggah, Lois and Chali, Raymond (2009) Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]. Social and Management Research Journal, 6 (1). pp. 33-50. ISSN 1675-7017
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Marketing Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia
spellingShingle	Marketing Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia Voon, Boo Ho Kueh, Karen Meng Koon Unggah, Lois Chali, Raymond Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]
description	Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant service quality need to be well understood. This paper presents the customers’ perception of restaurant service quality for a sample of 342 restaurant customers in Malaysia. The results showed that customers were generally satisfied with the service quality, price and variety of food. Reliability received the highest ratings followed by tangibles and responsiveness. Restaurants serving Western cuisine were rated better than the restaurants serving local food. Customer-perceived restaurant service quality was significantly correlated with the customer satisfaction and loyalty. Age and ethnic background did not affect perception of foodservice quality whereas gender influenced perceptions of food variety and overall satisfaction.
format	Article
author	Voon, Boo Ho Kueh, Karen Meng Koon Unggah, Lois Chali, Raymond
author_facet	Voon, Boo Ho Kueh, Karen Meng Koon Unggah, Lois Chali, Raymond
author_sort	Voon, Boo Ho
title	Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]
title_short	Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]
title_full	Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]
title_fullStr	Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]
title_full_unstemmed	Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]
title_sort	customers’ perception of restaurant service quality : evidence from malaysia / voon boo ho ... [et al.]
publisher	Research Management Institute (RMI)
publishDate	2009
url	http://ir.uitm.edu.my/id/eprint/13070/ http://ir.uitm.edu.my/id/eprint/13070/1/AJ_VOON%20BOO%20HO%20SMRJ%2009%201.pdf
first_indexed	2023-09-18T22:49:48Z
last_indexed	2023-09-18T22:49:48Z
_version_	1777417467545518080

Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]

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