The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji

To date, popularity of Malay upscale restaurant is still outshined by other international full service restaurant that comes from different part of the world such as American, Mexican, Siamese, Spanish, French, Korean, Japanese and others. Basically the highly demand towards international full servi...

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Bibliographic Details
Main Author:	Abdul Raji, Mohd Nazri
Format:	Thesis
Language:	English
Published:	2013
Online Access:	https://ir.uitm.edu.my/id/eprint/17689/2/TM_MOHD%20NAZRI%20ABDUL%20RAJI%20HM%2013_5.pdf
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id	my-uitm-ir.17689
record_format	uketd_dc
spelling	my-uitm-ir.176892019-02-25T02:33:07Z The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji 2013 Abdul Raji, Mohd Nazri To date, popularity of Malay upscale restaurant is still outshined by other international full service restaurant that comes from different part of the world such as American, Mexican, Siamese, Spanish, French, Korean, Japanese and others. Basically the highly demand towards international full service restaurant has made local restaurants particularly Malay full service restaurants trying to be a player and taking a share of this market. This study focuses on the analyzing the influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur. It looks at the dimension in perceived value on emotional responses, monetary price, behavioral price and reputation. Meanwhile, the dimension in perceived service performance looks on physical environment quality, interactional quality and outcome quality. A total of 5 Malay upscale restaurants were chosen and 170 customers participated in this study. Data were collected through self-administered questionnaires. Descriptive statistics, reliability analysis, Pearson correlation and multiple analyses were used in the data analysis. Findings showed that perceived service performance has a high contribution (β=0.726, p<0.01) and determined as the most significant influence on customer satisfaction. The beta value for perceived value (β=0.646, p<0.01) was also high which indicated that it made some contribution on customer satisfaction. 2013 Thesis https://ir.uitm.edu.my/id/eprint/17689/ https://ir.uitm.edu.my/id/eprint/17689/2/TM_MOHD%20NAZRI%20ABDUL%20RAJI%20HM%2013_5.pdf text en public mphil masters Universiti Teknologi MARA Faculty of Hotel and Tourism Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
description	To date, popularity of Malay upscale restaurant is still outshined by other international full service restaurant that comes from different part of the world such as American, Mexican, Siamese, Spanish, French, Korean, Japanese and others. Basically the highly demand towards international full service restaurant has made local restaurants particularly Malay full service restaurants trying to be a player and taking a share of this market. This study focuses on the analyzing the influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur. It looks at the dimension in perceived value on emotional responses, monetary price, behavioral price and reputation. Meanwhile, the dimension in perceived service performance looks on physical environment quality, interactional quality and outcome quality. A total of 5 Malay upscale restaurants were chosen and 170 customers participated in this study. Data were collected through self-administered questionnaires. Descriptive statistics, reliability analysis, Pearson correlation and multiple analyses were used in the data analysis. Findings showed that perceived service performance has a high contribution (β=0.726, p<0.01) and determined as the most significant influence on customer satisfaction. The beta value for perceived value (β=0.646, p<0.01) was also high which indicated that it made some contribution on customer satisfaction.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Abdul Raji, Mohd Nazri
spellingShingle	Abdul Raji, Mohd Nazri The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji
author_facet	Abdul Raji, Mohd Nazri
author_sort	Abdul Raji, Mohd Nazri
title	The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji
title_short	The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji
title_full	The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji
title_fullStr	The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji
title_full_unstemmed	The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji
title_sort	influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in kuala lumpur / mohd nazri abdul raji
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Hotel and Tourism Management
publishDate	2013
url	https://ir.uitm.edu.my/id/eprint/17689/2/TM_MOHD%20NAZRI%20ABDUL%20RAJI%20HM%2013_5.pdf
_version_	1783733580687474688

The influence of customer perceived value and perceived service performance on customer satisfaction to Malay upscale restaurants in Kuala Lumpur / Mohd Nazri Abdul Raji

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