The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur

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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Main Author: Mohd Nazri Abdul Raji
Format: thesis
Language:eng
Published: 2013
Subjects:
HF Commerce
Online Access:https://ir.upsi.edu.my/detailsg.php?det=11348
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spelling oai:ir.upsi.edu.my:113482024-08-28 The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur 2013 Mohd Nazri Abdul Raji HF Commerce <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> 2013 thesis https://ir.upsi.edu.my/detailsg.php?det=11348 https://ir.upsi.edu.my/detailsg.php?det=11348 text eng openAccess Masters Perpustakaan Tuanku Bainun Fakulti Teknikal dan Vokasional N/A
institution Universiti Pendidikan Sultan Idris
collection UPSI Digital Repository
language eng
topic HF Commerce
spellingShingle HF Commerce
Mohd Nazri Abdul Raji
The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur
description <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>
format thesis
qualification_name
qualification_level Master's degree
author Mohd Nazri Abdul Raji
author_facet Mohd Nazri Abdul Raji
author_sort Mohd Nazri Abdul Raji
title The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur
title_short The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur
title_full The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur
title_fullStr The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur
title_full_unstemmed The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur
title_sort influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in kuala lumpur
granting_institution Perpustakaan Tuanku Bainun
granting_department Fakulti Teknikal dan Vokasional
publishDate 2013
url https://ir.upsi.edu.my/detailsg.php?det=11348
_version_ 1811774763040768000

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