Customers satisfaction towards service quality among “Mamak” restaurants at Bandar Hilir, Malacca / Hazwani Ismail, Nur Hisyam Kamaruddin and Raja Anis Aniza Raja Mohd Yusof

The study seeks to determine the service quality of the “Mamak” restaurants that will influence satisfaction of customers in hospitality industry. In Malaysia, the term “Mamak” refers to Tamil Muslims who generally the owners and also the operators of such restaurants. Basically, the findings showed...

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Main Authors: Ismail, Hazwani, Kamaruddin, Nur Hisyam, Raja Mohd Yusof, Raja Anis Aniza
格式: Thesis
語言:English
出版: 2014
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在線閱讀:https://ir.uitm.edu.my/id/eprint/60110/1/60110.pdf
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spelling my-uitm-ir.601102022-06-17T02:00:05Z Customers satisfaction towards service quality among “Mamak” restaurants at Bandar Hilir, Malacca / Hazwani Ismail, Nur Hisyam Kamaruddin and Raja Anis Aniza Raja Mohd Yusof 2014 Ismail, Hazwani Kamaruddin, Nur Hisyam Raja Mohd Yusof, Raja Anis Aniza Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Consumer satisfaction Hospitality industry. Hotels, clubs, restaurants, etc. Food service The study seeks to determine the service quality of the “Mamak” restaurants that will influence satisfaction of customers in hospitality industry. In Malaysia, the term “Mamak” refers to Tamil Muslims who generally the owners and also the operators of such restaurants. Basically, the findings showed that the food quality, price, physical environment, restaurant service management, restaurant brand personality and employees job satisfaction related to each other in order to fulfill the customer’s satisfaction towards the restaurant. The study for this topic will give benefits to owner restaurant to improve their service quality in their restaurants in order to return customer loyalty. The research found that service quality significantly affects customer satisfaction which has strong impact on customer loyalty. According to Robust and statistically significant, restaurant that pay attention to food quality, appropriate cost, and attentive service have the greatest chance to increase guests’ intention to return. The questionnaire and survey are used in this study to determine the customer satisfaction towards service quality at “Mamak” restaurants. Besides, case studies use a large list of consumer kept by a major online marketing research company. 2014 Thesis https://ir.uitm.edu.my/id/eprint/60110/ https://ir.uitm.edu.my/id/eprint/60110/1/60110.pdf text en public degree Universiti Teknologi MARA Cawangan Melaka Faculty of Hotel and Tourism Management
institution Universiti Teknologi MARA
collection UiTM Institutional Repository
language English
topic Consumer behavior
Consumers' preferences
Consumer research
Including consumer profiling
Consumer satisfaction
Consumer behavior
Consumers' preferences
Consumer research
Including consumer profiling
spellingShingle Consumer behavior
Consumers' preferences
Consumer research
Including consumer profiling
Consumer satisfaction
Consumer behavior
Consumers' preferences
Consumer research
Including consumer profiling
Ismail, Hazwani
Kamaruddin, Nur Hisyam
Raja Mohd Yusof, Raja Anis Aniza
Customers satisfaction towards service quality among “Mamak” restaurants at Bandar Hilir, Malacca / Hazwani Ismail, Nur Hisyam Kamaruddin and Raja Anis Aniza Raja Mohd Yusof
description The study seeks to determine the service quality of the “Mamak” restaurants that will influence satisfaction of customers in hospitality industry. In Malaysia, the term “Mamak” refers to Tamil Muslims who generally the owners and also the operators of such restaurants. Basically, the findings showed that the food quality, price, physical environment, restaurant service management, restaurant brand personality and employees job satisfaction related to each other in order to fulfill the customer’s satisfaction towards the restaurant. The study for this topic will give benefits to owner restaurant to improve their service quality in their restaurants in order to return customer loyalty. The research found that service quality significantly affects customer satisfaction which has strong impact on customer loyalty. According to Robust and statistically significant, restaurant that pay attention to food quality, appropriate cost, and attentive service have the greatest chance to increase guests’ intention to return. The questionnaire and survey are used in this study to determine the customer satisfaction towards service quality at “Mamak” restaurants. Besides, case studies use a large list of consumer kept by a major online marketing research company.
format Thesis
qualification_level Bachelor degree
author Ismail, Hazwani
Kamaruddin, Nur Hisyam
Raja Mohd Yusof, Raja Anis Aniza
author_facet Ismail, Hazwani
Kamaruddin, Nur Hisyam
Raja Mohd Yusof, Raja Anis Aniza
author_sort Ismail, Hazwani
title Customers satisfaction towards service quality among “Mamak” restaurants at Bandar Hilir, Malacca / Hazwani Ismail, Nur Hisyam Kamaruddin and Raja Anis Aniza Raja Mohd Yusof
title_short Customers satisfaction towards service quality among “Mamak” restaurants at Bandar Hilir, Malacca / Hazwani Ismail, Nur Hisyam Kamaruddin and Raja Anis Aniza Raja Mohd Yusof
title_full Customers satisfaction towards service quality among “Mamak” restaurants at Bandar Hilir, Malacca / Hazwani Ismail, Nur Hisyam Kamaruddin and Raja Anis Aniza Raja Mohd Yusof
title_fullStr Customers satisfaction towards service quality among “Mamak” restaurants at Bandar Hilir, Malacca / Hazwani Ismail, Nur Hisyam Kamaruddin and Raja Anis Aniza Raja Mohd Yusof
title_full_unstemmed Customers satisfaction towards service quality among “Mamak” restaurants at Bandar Hilir, Malacca / Hazwani Ismail, Nur Hisyam Kamaruddin and Raja Anis Aniza Raja Mohd Yusof
title_sort customers satisfaction towards service quality among “mamak” restaurants at bandar hilir, malacca / hazwani ismail, nur hisyam kamaruddin and raja anis aniza raja mohd yusof
granting_institution Universiti Teknologi MARA Cawangan Melaka
granting_department Faculty of Hotel and Tourism Management
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/60110/1/60110.pdf
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