The relationship between service quality and relationship quality elements at a fast food restaurant in Shah Alam / Siti Hazwani Azmi

Service quality is a vital aspect in any organization for improving the services given to customers by provider. This research is a correlation. The objective of this study is to examine the relationship between service quality and customer satisfaction provided by a fast food restaurant. This study...

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Main Author:	Azmi, Siti Hazwani
Format:	Thesis
Language:	English
Published:	2010
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/90009/1/90009.pdf
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id	my-uitm-ir.90009
record_format	uketd_dc
spelling	my-uitm-ir.900092024-02-02T08:13:24Z The relationship between service quality and relationship quality elements at a fast food restaurant in Shah Alam / Siti Hazwani Azmi 2010 Azmi, Siti Hazwani Consumer satisfaction Service quality is a vital aspect in any organization for improving the services given to customers by provider. This research is a correlation. The objective of this study is to examine the relationship between service quality and customer satisfaction provided by a fast food restaurant. This study is also conducted to examine the relationship between service quality and customer trust provided by a fast food restaurant and the relationship between service quality and customer loyalty provided by a fast food restaurant. The conceptual framework has been developed by adapting it from Parasuraman et. al. (1988). The five main districts of service quality involved in this study are reliability, assurance, tangible, empathy and responsiveness. A set of questionnaire was used as the main instrument for the survey. The researcher distributed 278 questionnaires to the customer of fast food restaurant. 157 questionnaires were analyzed in which they represented the response rate of 57%. The findings of this study showed that overall service quality districts namely, reliability, assurance, tangible, empathy and responsiveness have positive and significant correlations with relationship quality. 2010 Thesis https://ir.uitm.edu.my/id/eprint/90009/ https://ir.uitm.edu.my/id/eprint/90009/1/90009.pdf text en public masters Universiti Teknologi MARA, Terengganu Faculty of Office Management and Technology Abd Rahman, Baharom
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Abd Rahman, Baharom
topic	Consumer satisfaction
spellingShingle	Consumer satisfaction Azmi, Siti Hazwani The relationship between service quality and relationship quality elements at a fast food restaurant in Shah Alam / Siti Hazwani Azmi
description	Service quality is a vital aspect in any organization for improving the services given to customers by provider. This research is a correlation. The objective of this study is to examine the relationship between service quality and customer satisfaction provided by a fast food restaurant. This study is also conducted to examine the relationship between service quality and customer trust provided by a fast food restaurant and the relationship between service quality and customer loyalty provided by a fast food restaurant. The conceptual framework has been developed by adapting it from Parasuraman et. al. (1988). The five main districts of service quality involved in this study are reliability, assurance, tangible, empathy and responsiveness. A set of questionnaire was used as the main instrument for the survey. The researcher distributed 278 questionnaires to the customer of fast food restaurant. 157 questionnaires were analyzed in which they represented the response rate of 57%. The findings of this study showed that overall service quality districts namely, reliability, assurance, tangible, empathy and responsiveness have positive and significant correlations with relationship quality.
format	Thesis
qualification_level	Master's degree
author	Azmi, Siti Hazwani
author_facet	Azmi, Siti Hazwani
author_sort	Azmi, Siti Hazwani
title	The relationship between service quality and relationship quality elements at a fast food restaurant in Shah Alam / Siti Hazwani Azmi
title_short	The relationship between service quality and relationship quality elements at a fast food restaurant in Shah Alam / Siti Hazwani Azmi
title_full	The relationship between service quality and relationship quality elements at a fast food restaurant in Shah Alam / Siti Hazwani Azmi
title_fullStr	The relationship between service quality and relationship quality elements at a fast food restaurant in Shah Alam / Siti Hazwani Azmi
title_full_unstemmed	The relationship between service quality and relationship quality elements at a fast food restaurant in Shah Alam / Siti Hazwani Azmi
title_sort	relationship between service quality and relationship quality elements at a fast food restaurant in shah alam / siti hazwani azmi
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty of Office Management and Technology
publishDate	2010
url	https://ir.uitm.edu.my/id/eprint/90009/1/90009.pdf
_version_	1794192229514870784

The relationship between service quality and relationship quality elements at a fast food restaurant in Shah Alam / Siti Hazwani Azmi

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