Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri

In today's competitive marketplace, one of the biggest concerns of service restaurant operators is winning customer loyalty. This study examined the relationship between service quality and customer intent to return in the full-service sector of the restaurant industry in Sri Petaling, Kuala Lu...

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Bibliographic Details
Main Author:	Bakeri, Ainiwati
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2009
Subjects:	Marketing research. Marketing research companies. Sales forecasting Market surveys. Including brand choice. Brand loyalty Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Online Access:	http://ir.uitm.edu.my/id/eprint/24641/ http://ir.uitm.edu.my/id/eprint/24641/1/PPb_AINIWATI%20BAKERI%20M%20BM%2009_5.pdf

id	uitm-24641
recordtype	eprints
spelling	uitm-246412019-07-19T07:59:33Z http://ir.uitm.edu.my/id/eprint/24641/ Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri Bakeri, Ainiwati Marketing research. Marketing research companies. Sales forecasting Market surveys. Including brand choice. Brand loyalty Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling In today's competitive marketplace, one of the biggest concerns of service restaurant operators is winning customer loyalty. This study examined the relationship between service quality and customer intent to return in the full-service sector of the restaurant industry in Sri Petaling, Kuala Lumpur. The constructs of service quality and customer intent to return were measured using DINESERV survey instrument. Evidence exists that service quality delivery through five service quality dimension is an essential strategy to success, possibly more important than low price. To deliver superior service quality, managers of restaurant must first understand how customers perceive and evaluate customer service. The goals of this article are to review and synthesize the literature about service quality delivery through service quality dimension, and creating customer loyalty in service restaurant industry. The study design and methodology was based on quantitative descriptive survey research from which respondents ratings of study constructs are evaluated. Participants of this study were asked if they are over 18 years old and willing to complete a survey upon finishing their meals. Once the completed survey solicitation was complete after two weeks time at each location, the data results for each demographic question (i.e., age, gender, annual income) and the DINESERV and loyalty questions were transferred into an electronic SPSS data set with password protected only known and accessible to the researcher. Data was analyzed and result will proposed to the restaurant manager for future improvement. Faculty of Business and Management 2009 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/24641/1/PPb_AINIWATI%20BAKERI%20M%20BM%2009_5.pdf Bakeri, Ainiwati (2009) Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Marketing research. Marketing research companies. Sales forecasting Market surveys. Including brand choice. Brand loyalty Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
spellingShingle	Marketing research. Marketing research companies. Sales forecasting Market surveys. Including brand choice. Brand loyalty Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Bakeri, Ainiwati Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri
description	In today's competitive marketplace, one of the biggest concerns of service restaurant operators is winning customer loyalty. This study examined the relationship between service quality and customer intent to return in the full-service sector of the restaurant industry in Sri Petaling, Kuala Lumpur. The constructs of service quality and customer intent to return were measured using DINESERV survey instrument. Evidence exists that service quality delivery through five service quality dimension is an essential strategy to success, possibly more important than low price. To deliver superior service quality, managers of restaurant must first understand how customers perceive and evaluate customer service. The goals of this article are to review and synthesize the literature about service quality delivery through service quality dimension, and creating customer loyalty in service restaurant industry. The study design and methodology was based on quantitative descriptive survey research from which respondents ratings of study constructs are evaluated. Participants of this study were asked if they are over 18 years old and willing to complete a survey upon finishing their meals. Once the completed survey solicitation was complete after two weeks time at each location, the data results for each demographic question (i.e., age, gender, annual income) and the DINESERV and loyalty questions were transferred into an electronic SPSS data set with password protected only known and accessible to the researcher. Data was analyzed and result will proposed to the restaurant manager for future improvement.
format	Student Project
author	Bakeri, Ainiwati
author_facet	Bakeri, Ainiwati
author_sort	Bakeri, Ainiwati
title	Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri
title_short	Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri
title_full	Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri
title_fullStr	Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri
title_full_unstemmed	Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri
title_sort	customer loyalty: an exploration of the relationship between service quality and customer intent to return / ainiwati bakeri
publisher	Faculty of Business and Management
publishDate	2009
url	http://ir.uitm.edu.my/id/eprint/24641/ http://ir.uitm.edu.my/id/eprint/24641/1/PPb_AINIWATI%20BAKERI%20M%20BM%2009_5.pdf
first_indexed	2023-09-18T23:13:02Z
last_indexed	2023-09-18T23:13:02Z
_version_	1777418928931209216

Customer loyalty: an exploration of the relationship between service quality and customer intent to return / Ainiwati Bakeri

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