The role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / Norbaini Morshidi

Nowadays, restaurant operators have been aggressively find strategies to enhance the quality of services as a way to satisfy customers. This study tries to identify and explores the role of emotional response that influence perceived quality and customer satisfaction towards fine-dining restaurants....

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Main Author:	Morshidi, Norbaini
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/96715/1/96715.pdf
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id	my-uitm-ir.96715
record_format	uketd_dc
spelling	my-uitm-ir.967152024-06-13T00:51:25Z The role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / Norbaini Morshidi 2013 Morshidi, Norbaini Consumer satisfaction Customer services. Customer relations Nowadays, restaurant operators have been aggressively find strategies to enhance the quality of services as a way to satisfy customers. This study tries to identify and explores the role of emotional response that influence perceived quality and customer satisfaction towards fine-dining restaurants. Three factors will be investigated which are service quality of fine dining restaurants (price, food, environment and service), emotional response either it is positive or negative response and also overall customer’s satisfaction towards fine dining restaurants. A survey was carried out and it involved public sectors employees in Kuching Sarawak. A total Of 261 questionnaires were collected and data was analyzed using SPSS version 17.0. Findings show thatall variables (price, food, environment & service) are reliable factors in affecting customer’s emotional response and level of satisfaction. Both service and environment have positive emotional response as compared to price and food. But environment is found to be the most important role in affecting emotional response. However, serviceplays the most significant factors that determined customers overall satisfaction on fine dining restaurants. Hence, it is important for marketers or fine dining operators have the options to maintain, monitor or improve the consistency contribution of greater service quality and appealing environment. 2013 Thesis https://ir.uitm.edu.my/id/eprint/96715/ https://ir.uitm.edu.my/id/eprint/96715/1/96715.pdf text en public degree Universiti Teknologi MARA, Sarawak Faculty of Business and Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Consumer satisfaction Consumer satisfaction
spellingShingle	Consumer satisfaction Consumer satisfaction Morshidi, Norbaini The role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / Norbaini Morshidi
description	Nowadays, restaurant operators have been aggressively find strategies to enhance the quality of services as a way to satisfy customers. This study tries to identify and explores the role of emotional response that influence perceived quality and customer satisfaction towards fine-dining restaurants. Three factors will be investigated which are service quality of fine dining restaurants (price, food, environment and service), emotional response either it is positive or negative response and also overall customer’s satisfaction towards fine dining restaurants. A survey was carried out and it involved public sectors employees in Kuching Sarawak. A total Of 261 questionnaires were collected and data was analyzed using SPSS version 17.0. Findings show thatall variables (price, food, environment & service) are reliable factors in affecting customer’s emotional response and level of satisfaction. Both service and environment have positive emotional response as compared to price and food. But environment is found to be the most important role in affecting emotional response. However, serviceplays the most significant factors that determined customers overall satisfaction on fine dining restaurants. Hence, it is important for marketers or fine dining operators have the options to maintain, monitor or improve the consistency contribution of greater service quality and appealing environment.
format	Thesis
qualification_level	Bachelor degree
author	Morshidi, Norbaini
author_facet	Morshidi, Norbaini
author_sort	Morshidi, Norbaini
title	The role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / Norbaini Morshidi
title_short	The role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / Norbaini Morshidi
title_full	The role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / Norbaini Morshidi
title_fullStr	The role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / Norbaini Morshidi
title_full_unstemmed	The role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / Norbaini Morshidi
title_sort	role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / norbaini morshidi
granting_institution	Universiti Teknologi MARA, Sarawak
granting_department	Faculty of Business and Management
publishDate	2013
url	https://ir.uitm.edu.my/id/eprint/96715/1/96715.pdf
_version_	1804890003039322112

The role of emotional response in explaining perceived quality and customer satisfaction towards fine-dining restaurants / Norbaini Morshidi

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