Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol

Every individual could agree that waiting for service of food in the restaurant is becoming increasingly common in peoples' daily life. Some may experience having to wait before service is rendered, some during its delivery and some after the core service has completed. The wait for service is...

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Main Author:	Zainol, Noorliza
Format:	Thesis
Language:	English
Published:	2011
Subjects:	Nutrition Foods and food supply Cooking Quality control
Online Access:	https://ir.uitm.edu.my/id/eprint/43825/1/43825.pdf
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id	my-uitm-ir.43825
record_format	uketd_dc
spelling	my-uitm-ir.438252022-12-06T08:59:04Z Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol 2011 Zainol, Noorliza Nutrition. Foods and food supply Cooking Quality control Every individual could agree that waiting for service of food in the restaurant is becoming increasingly common in peoples' daily life. Some may experience having to wait before service is rendered, some during its delivery and some after the core service has completed. The wait for service is denote as the time from which a customers or consumers is ready to receive the service until the time the service commences or to the state of readiness felt by that customers during the wait. However, service delay beyond expected time affects customers dining mood, overall satisfaction and closely related to complain behaviour and implicate their future revisit intention. This study empirically investigates the attitudes and reaction of Malaysian customers toward service delay of cook to order food and the implication to their Gerai choices and re -patronization. Personally administered questionnaires survey was used and respondents who had experienced dining at Gerai were conveniently appraoched at three popular supermarkets in Seberang Jaya city, Carrefour, Pacific and Sunway Carnival. Through a series of analyses looking from frequencies, descriptives, independent sample t-test, One-Way ANOVA to standard multiple regression some useful insights or predictors were obtained. Result showed that there is strong evidence that the majority of customers explicitly perceived that service delay significantly contributes and positively influences to the prediction of the Gerai respondents' levels of reactions and intention to re-patronization. In other words, significant numbers of customer perceived service delay will affect their dining propensity. With that better understanding of the customers experience in waiting cook to order food would provide Gerai operators with valuable information the consequence of service and therefore be more sensitive and effective toward operation management techniques and improving customer expectation and managing repeat patronization. 2011 Thesis https://ir.uitm.edu.my/id/eprint/43825/ https://ir.uitm.edu.my/id/eprint/43825/1/43825.pdf text en public masters Universiti Teknologi MARA (UiTM) Faculty of Hotel and Tourism Management Mohd Zahari, Mohd Salehudin
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mohd Zahari, Mohd Salehudin
topic	Nutrition Foods and food supply Cooking Quality control
spellingShingle	Nutrition Foods and food supply Cooking Quality control Zainol, Noorliza Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
description	Every individual could agree that waiting for service of food in the restaurant is becoming increasingly common in peoples' daily life. Some may experience having to wait before service is rendered, some during its delivery and some after the core service has completed. The wait for service is denote as the time from which a customers or consumers is ready to receive the service until the time the service commences or to the state of readiness felt by that customers during the wait. However, service delay beyond expected time affects customers dining mood, overall satisfaction and closely related to complain behaviour and implicate their future revisit intention. This study empirically investigates the attitudes and reaction of Malaysian customers toward service delay of cook to order food and the implication to their Gerai choices and re -patronization. Personally administered questionnaires survey was used and respondents who had experienced dining at Gerai were conveniently appraoched at three popular supermarkets in Seberang Jaya city, Carrefour, Pacific and Sunway Carnival. Through a series of analyses looking from frequencies, descriptives, independent sample t-test, One-Way ANOVA to standard multiple regression some useful insights or predictors were obtained. Result showed that there is strong evidence that the majority of customers explicitly perceived that service delay significantly contributes and positively influences to the prediction of the Gerai respondents' levels of reactions and intention to re-patronization. In other words, significant numbers of customer perceived service delay will affect their dining propensity. With that better understanding of the customers experience in waiting cook to order food would provide Gerai operators with valuable information the consequence of service and therefore be more sensitive and effective toward operation management techniques and improving customer expectation and managing repeat patronization.
format	Thesis
qualification_level	Master's degree
author	Zainol, Noorliza
author_facet	Zainol, Noorliza
author_sort	Zainol, Noorliza
title	Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_short	Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_full	Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_fullStr	Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_full_unstemmed	Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_sort	service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / noorliza zainol
granting_institution	Universiti Teknologi MARA (UiTM)
granting_department	Faculty of Hotel and Tourism Management
publishDate	2011
url	https://ir.uitm.edu.my/id/eprint/43825/1/43825.pdf
_version_	1783734705504387072

Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol

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