Customers Satisfaction Toward Service Quality in RFC Restaurant: A Case Study in Kedah

The study investigated the relationship between the five dimension of service quality and the customer satisfaction among customers in four of the Radix Fried Chicken Branch in Kedah, Malaysia. The objective of the study were 1) to examine the level perceived service quality and customers satisfacti...

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Main Author:	Siti Aminah, Sayuti
Format:	Thesis
Language:	eng eng
Published:	2011
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/2595/1/Siti_Aminah_Sayuti.pdf https://etd.uum.edu.my/2595/2/1.Siti_Aminah_Sayuti.pdf
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id	my-uum-etd.2595
record_format	uketd_dc
spelling	my-uum-etd.25952016-04-24T01:04:27Z Customers Satisfaction Toward Service Quality in RFC Restaurant: A Case Study in Kedah 2011 Siti Aminah, Sayuti Md. Hussain, Muhammad Nasri College of Business (COB) College of Business HF5001-6182 Business The study investigated the relationship between the five dimension of service quality and the customer satisfaction among customers in four of the Radix Fried Chicken Branch in Kedah, Malaysia. The objective of the study were 1) to examine the level perceived service quality and customers satisfaction, 2) to examine the relationship between service quality and customers satisfaction 3) to determine how the attribute service quality (tangible, reliability, responsiveness, assurance, and empathy) influence and effect customers satisfaction. Based on the literature review a model of relationship was proposed and developed to examine the relationship between the five factors of service quality and customer satisfaction. To test the relationship of the variable in the model, data from 310 customers dining there was taken. To test the relationship hypotheses of the study, correlation, and multiple regression analysis were performed. The correlation analysis suggested positive and significant relationship among five service quality variable and the customer satisfaction. The correlation results suggest that customers satisfaction positively and significantly associate with the perceive level of five service tangibility, reliability, responsiveness, insurance and empathy. The result of the correlation analysis showed that if perceived service quality in all five dimensions is experienced at higher level, customer's satisfaction will be higher. Multiple analysis regression result shows that among the five factors of service quality, empathy, assurance, and the reliability were the three main predictor variable to overall customer's satisfaction and significantly and positively influence overall customer's satisfaction. 2011 Thesis https://etd.uum.edu.my/2595/ https://etd.uum.edu.my/2595/1/Siti_Aminah_Sayuti.pdf application/pdf eng validuser https://etd.uum.edu.my/2595/2/1.Siti_Aminah_Sayuti.pdf application/pdf eng public masters masters Universiti Utara Malaysia
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Md. Hussain, Muhammad Nasri
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Siti Aminah, Sayuti Customers Satisfaction Toward Service Quality in RFC Restaurant: A Case Study in Kedah
description	The study investigated the relationship between the five dimension of service quality and the customer satisfaction among customers in four of the Radix Fried Chicken Branch in Kedah, Malaysia. The objective of the study were 1) to examine the level perceived service quality and customers satisfaction, 2) to examine the relationship between service quality and customers satisfaction 3) to determine how the attribute service quality (tangible, reliability, responsiveness, assurance, and empathy) influence and effect customers satisfaction. Based on the literature review a model of relationship was proposed and developed to examine the relationship between the five factors of service quality and customer satisfaction. To test the relationship of the variable in the model, data from 310 customers dining there was taken. To test the relationship hypotheses of the study, correlation, and multiple regression analysis were performed. The correlation analysis suggested positive and significant relationship among five service quality variable and the customer satisfaction. The correlation results suggest that customers satisfaction positively and significantly associate with the perceive level of five service tangibility, reliability, responsiveness, insurance and empathy. The result of the correlation analysis showed that if perceived service quality in all five dimensions is experienced at higher level, customer's satisfaction will be higher. Multiple analysis regression result shows that among the five factors of service quality, empathy, assurance, and the reliability were the three main predictor variable to overall customer's satisfaction and significantly and positively influence overall customer's satisfaction.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Siti Aminah, Sayuti
author_facet	Siti Aminah, Sayuti
author_sort	Siti Aminah, Sayuti
title	Customers Satisfaction Toward Service Quality in RFC Restaurant: A Case Study in Kedah
title_short	Customers Satisfaction Toward Service Quality in RFC Restaurant: A Case Study in Kedah
title_full	Customers Satisfaction Toward Service Quality in RFC Restaurant: A Case Study in Kedah
title_fullStr	Customers Satisfaction Toward Service Quality in RFC Restaurant: A Case Study in Kedah
title_full_unstemmed	Customers Satisfaction Toward Service Quality in RFC Restaurant: A Case Study in Kedah
title_sort	customers satisfaction toward service quality in rfc restaurant: a case study in kedah
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2011
url	https://etd.uum.edu.my/2595/1/Siti_Aminah_Sayuti.pdf https://etd.uum.edu.my/2595/2/1.Siti_Aminah_Sayuti.pdf
_version_	1747827383285579776

Customers Satisfaction Toward Service Quality in RFC Restaurant: A Case Study in Kedah

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