The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur
<p>To date, popularity of Malay upscale restaurant is still outshined by other</p><p>international full service restaurant that comes from different part of the world such as American,</p><p>Mexican, Siamese, Spanish, French, Kore...
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| Format: | thesis |
| Language: | eng |
| Published: |
2013
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=11348 |
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| Summary: | <p>To date, popularity of Malay upscale restaurant is still outshined by other</p><p>international full service restaurant that comes from different part of the world such as American,</p><p>Mexican, Siamese, Spanish, French, Korean, Japanese and others. Basically the highly demand</p><p>towards international full service restaurant has made local restaurants particularly Malay full</p><p>service restaurants trying to be a player and taking a share of this market. This study focuses on</p><p>the analyzing the influence of customer perceived value and perceived service performance on</p><p>customer satisfaction to Malay upscale restaurants in Kuala Lumpur. It looks at the dimension in</p><p>perceived value on emotional responses, monetary price, behavioral price and reputation.</p><p>Meanwhile, the dimension in perceived service performance looks on physical environment</p><p>quality, interactional quality and outcome quality.</p><p>A total of 5 Malay upscale restaurants were chosen and 170 customers participated in this study.</p><p>Data were collected through self-administered questionnaires. Descriptive statistics, reliability</p><p>analysis, Pearson correlation and multiple analyses were used in the data analysis. Findings showed</p><p>that perceived service performance has a high contribution ( =0.726, p<0.01) and determined as the</p><p>most significant influence on customer satisfaction. The beta value for perceived value W=0.646,</p><p>p<0.01) was also high which indicated that it made some contribution on customer satisfaction.</p><p>Keyword : Malay food, upscale restaurant, perceived value, perceived service</p><p>performance, customer satisfaction.</p><p></p> |
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