A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria

The main purpose of this study was to determine the perception of customer service in Penang's cafeteria and their satisfaction among 108 respondents from different Penang's cafeterias and companies, and across these factors: Quality of the food, Cost/Value of the food, Cafeteria Staff,...

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Main Author:	Suo, Qiang
Format:	Thesis
Language:	eng eng
Published:	2008
Subjects:	HF5001-6182 Business
Online Access:	https://etd.uum.edu.my/338/1/Suo_Qiang.pdf https://etd.uum.edu.my/338/2/Suo_Qiang.pdf
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id	my-uum-etd.338
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
topic	HF5001-6182 Business
spellingShingle	HF5001-6182 Business Suo, Qiang A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria
description	The main purpose of this study was to determine the perception of customer service in Penang's cafeteria and their satisfaction among 108 respondents from different Penang's cafeterias and companies, and across these factors: Quality of the food, Cost/Value of the food, Cafeteria Staff, Atmosphere. The study also investigated differences in customer satisfaction in demographic variables: age and gender. In assessing customer satisfaction, a questionnaire developed by Dallbolkar et.al. (1996) and Reid and Gundlach (1984) was adopted in the research. Statistical tools used were frequency counts, percentages, mean, Pearson's r., T-test and One-Way ANOVA. Analyses were done using the SPSS for Windows (Version 12.0) computer software and set at 0.05 level of significance. The overall customcr satisfaction is "good". In this case quality of food (sig = .042) and the atmosphere of the cafeteria (sig=.039) are the variables that make significant unique contribution towards prediction of the dependent variable. Cost/value of the food (sig=.356) and cafeteria staff (sig=.869) must be improved. They should continue to provide the better service and strive further to improve the quality of service, as service quality can be used as a strategy to gain competitive advantages.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Suo, Qiang
author_facet	Suo, Qiang
author_sort	Suo, Qiang
title	A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria
title_short	A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria
title_full	A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria
title_fullStr	A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria
title_full_unstemmed	A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria
title_sort	survey on the customer satisfaction towards customer service in penang's cafeteria
granting_institution	Universiti Utara Malaysia
granting_department	College of Business (COB)
publishDate	2008
url	https://etd.uum.edu.my/338/1/Suo_Qiang.pdf https://etd.uum.edu.my/338/2/Suo_Qiang.pdf
_version_	1747826891706859520
spelling	my-uum-etd.3382013-07-24T12:06:47Z A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria 2008 Suo, Qiang College of Business (COB) College Of Business HF5001-6182 Business The main purpose of this study was to determine the perception of customer service in Penang's cafeteria and their satisfaction among 108 respondents from different Penang's cafeterias and companies, and across these factors: Quality of the food, Cost/Value of the food, Cafeteria Staff, Atmosphere. The study also investigated differences in customer satisfaction in demographic variables: age and gender. In assessing customer satisfaction, a questionnaire developed by Dallbolkar et.al. (1996) and Reid and Gundlach (1984) was adopted in the research. Statistical tools used were frequency counts, percentages, mean, Pearson's r., T-test and One-Way ANOVA. Analyses were done using the SPSS for Windows (Version 12.0) computer software and set at 0.05 level of significance. The overall customcr satisfaction is "good". In this case quality of food (sig = .042) and the atmosphere of the cafeteria (sig=.039) are the variables that make significant unique contribution towards prediction of the dependent variable. Cost/value of the food (sig=.356) and cafeteria staff (sig=.869) must be improved. They should continue to provide the better service and strive further to improve the quality of service, as service quality can be used as a strategy to gain competitive advantages. 2008 Thesis https://etd.uum.edu.my/338/ https://etd.uum.edu.my/338/1/Suo_Qiang.pdf application/pdf eng validuser https://etd.uum.edu.my/338/2/Suo_Qiang.pdf application/pdf eng public masters masters Universiti Utara Malaysia Anderson, E.W. & Sullivan, M. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, vo1.12 No. 2, pp. 125-43. Belman, D. (1996). Major-League Menus. Restaurant USA Magazine, September. Bolton, R. N (1998). 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Nation's Restaurant News, vol. 32 No. 47, pp. 18. Howard, J. & Sheth, J.(1969). The Theory of Buyer Behavior. New York: John Willey and Sons. Klara, R. (2001). Please please me. Restaurant Business, vol. 100 No.4, pp. 22. Kotler, P.(2003). Marketing Management: An Asian Perspective. NJ: Prentice-Hall. Kotler, P. & Keller, K. L.(2006). Marketing Management. NJ: Prentice-Hall. Kristensen, K., Dahlgaard, J. J. & Konji, G. K. (1992). On measurement of customer satisfaction. Total Quality Management, vol. 3 No. 2, pp. 123-8. McColl-Kennedy, J. & Schneider, U. (2000). Measuring customer satisfaction: why, what, and how. Total Quality Management. Vol. 11 No.7, pp. 883-96. McColl-Kennedy, J. R. and White, T. (1997). Service provider training program at odds with customer requirements in five-star hotels. The Journal of Service Marketing. vol. 11 No. 4, pp. 249-64. Nyer, P. (1999). Customer complaining as a means of reducing consumer dissatisfaction. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior; vol. 12 No. 12, pp. 15-25. Oliver, R.L. (1987). An investigation of the interrelationship between consumer (dis)satisfaction and complaining reports, in Wallendorf, M. and Anderson, P. (Eds). Advances in Consumer Research. Vol. 14, Association of Consumer Research, Provo, UT, pp. 218-22. Oliver, R.L. (1997). Satisfaction: A Behavioral Perspective on The Customer. New York: Mc Graw-Hill Teboul, J. (1991). Managing Quality Dynamics. London: Prentice-Hall. Westbrook, A., & Relly, M.D.(1983). Value-Percept Disparity: An Alternative to the Disconfirmation of Expectations Theory of Consumer Satisfaction. Advances in Consumer Research. Richard P. Bagozzi, and Alice M. Tyhout (Eds.) Ann Arbor, MI: Association for Customer Research, pp. 256-61. Williams, R. and Visser, R. (2002). Customer vote with their forks: consumer complaining behavior in the restaurant industry. International Journal of Hospitality and Tourism Administration, Vol. 2 No. 3, pp. 21-34. Zeithaml, V. A, Berry, L L., Perasurnman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, vol. 60 No. 2, pp. 31-46.

A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria

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