Relationship between consumer satisfaction and electronic word of mouth about restaurant experience in Sarawak, Malaysia

Competition in food service industry and the introduction of social media have created a challenge in restaurant industry. This is because restaurant operators need to adapt to the new trend of electronic communication technology which may give great impact to their companies. The purpose of this...

Full description

Saved in:

Bibliographic Details
Main Author:	Tan, Chin Choo
Format:	Thesis
Language:	English
Published:	2016
Subjects:	Restaurants - Aspect social
Online Access:	http://psasir.upm.edu.my/id/eprint/78375/1/FSPM%202016%2013%20-%20ir.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-upm-ir.78375
record_format	uketd_dc
spelling	my-upm-ir.783752022-01-19T02:56:34Z Relationship between consumer satisfaction and electronic word of mouth about restaurant experience in Sarawak, Malaysia 2016-01 Tan, Chin Choo Competition in food service industry and the introduction of social media have created a challenge in restaurant industry. This is because restaurant operators need to adapt to the new trend of electronic communication technology which may give great impact to their companies. The purpose of this study is to identify the determinant factors of customer satisfaction which may direct or indirectly affect customer return intention and involvement of electronic word of mouth (eWOM) through social media. This study is conducted in Sarawak, Malaysia where its occupants are mainly consisting of Chinese, Malay and Iban population. Convenient sampling method is utilized in collecting the samples and regression analysis is utilized to analyze the data and hypothesized both independent and dependent variables. The results of the analysis revealed that there is a significant relationship between restaurant experiences towards customer satisfaction, return intention and eWOM respectively. It is proved that eWOM is significantly related to customer satisfaction and return intention. This means that the utilization of eWOM would most likely assist the restaurant operators in their business. eWOM as the new trend of communication is the main contribution of this study because it has been proven that eWOM is related to customer satisfaction, return intention and certain customer experience. Due to that, this study gives some insights to the practitioners, academicians and policy makers to assist them in different aspects and prospective fields. Restaurants - Aspect social 2016-01 Thesis http://psasir.upm.edu.my/id/eprint/78375/ http://psasir.upm.edu.my/id/eprint/78375/1/FSPM%202016%2013%20-%20ir.pdf text en public masters Universiti Putra Malaysia Restaurants - Aspect social Alwie, Aryaty
institution	Universiti Putra Malaysia
collection	PSAS Institutional Repository
language	English
advisor	Alwie, Aryaty
topic	Restaurants - Aspect social
spellingShingle	Restaurants - Aspect social Tan, Chin Choo Relationship between consumer satisfaction and electronic word of mouth about restaurant experience in Sarawak, Malaysia
description	Competition in food service industry and the introduction of social media have created a challenge in restaurant industry. This is because restaurant operators need to adapt to the new trend of electronic communication technology which may give great impact to their companies. The purpose of this study is to identify the determinant factors of customer satisfaction which may direct or indirectly affect customer return intention and involvement of electronic word of mouth (eWOM) through social media. This study is conducted in Sarawak, Malaysia where its occupants are mainly consisting of Chinese, Malay and Iban population. Convenient sampling method is utilized in collecting the samples and regression analysis is utilized to analyze the data and hypothesized both independent and dependent variables. The results of the analysis revealed that there is a significant relationship between restaurant experiences towards customer satisfaction, return intention and eWOM respectively. It is proved that eWOM is significantly related to customer satisfaction and return intention. This means that the utilization of eWOM would most likely assist the restaurant operators in their business. eWOM as the new trend of communication is the main contribution of this study because it has been proven that eWOM is related to customer satisfaction, return intention and certain customer experience. Due to that, this study gives some insights to the practitioners, academicians and policy makers to assist them in different aspects and prospective fields.
format	Thesis
qualification_level	Master's degree
author	Tan, Chin Choo
author_facet	Tan, Chin Choo
author_sort	Tan, Chin Choo
title	Relationship between consumer satisfaction and electronic word of mouth about restaurant experience in Sarawak, Malaysia
title_short	Relationship between consumer satisfaction and electronic word of mouth about restaurant experience in Sarawak, Malaysia
title_full	Relationship between consumer satisfaction and electronic word of mouth about restaurant experience in Sarawak, Malaysia
title_fullStr	Relationship between consumer satisfaction and electronic word of mouth about restaurant experience in Sarawak, Malaysia
title_full_unstemmed	Relationship between consumer satisfaction and electronic word of mouth about restaurant experience in Sarawak, Malaysia
title_sort	relationship between consumer satisfaction and electronic word of mouth about restaurant experience in sarawak, malaysia
granting_institution	Universiti Putra Malaysia
publishDate	2016
url	http://psasir.upm.edu.my/id/eprint/78375/1/FSPM%202016%2013%20-%20ir.pdf
_version_	1747813292415385600

Relationship between consumer satisfaction and electronic word of mouth about restaurant experience in Sarawak, Malaysia

Similar Items