Effect of Service Quality on Customer Satisfaction in Selected Cafeterias

Mensah, Beatrice Atta; Achio, S.; Asare, Isaac Ofori

doi:10.4018/ijthmda.2021070101

Cited by 5 publications

(4 citation statements)

References 27 publications

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“…The study looked at the influence of novelty-seeking in the context of OFD applications in the COVID-19 era in Malaysia. The majority of the studies were geared toward adding other factors to the model (Al-Tit, 2015; Johnson and Karley, 2018; Kumar and Hundal, 2019; Mensah et al ., 2021).…”

Section: Finding and Discussionmentioning

confidence: 99%

Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications

Kalantarzadeh Tezerjany

2023

IJQRM

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PurposeThe primary intent of this study was to assess the influence of novelty-seeking on the satisfaction of consumers. The investigation concentrated on Malaysian consumers who have experience using online food delivery (OFD) applications.Design/methodology/approachTo perform the research, non-probability and convenience sampling methods were enforced to gather the required data. An online questionnaire in the form of a Google Survey was conducted in Kuala Lumpur, Malaysia. Upon completion of the survey, the results were analyzed using SPSS software. Both the Service Quality (SERVQUAL) model and expectation disconfirmation theory (EDT) were exploited to shed light on the impact of consumer satisfaction.FindingsAnalysis of responses from the 250 participants unveiled that novelty-seeking positively influences consumer satisfaction. The finding depicted that reliability and responsiveness have the most positive impact on consumer satisfaction whereas tangibility has no effect on the satisfaction of consumers by using OFD applications.Research limitations/implicationsThis study had three main limitations: first, the limitations on access to the participants during the pandemic; second, combining quantitative and qualitative methods to obtain more accurate results; third, the study was limited to the context of Kuala Lumpur, Malaysia.Practical implicationsThe conclusions brought to the fore that OFD marketers should provide appropriate service quality while concentrating on novelty and well-designed apps to surge consumer satisfaction.Originality/value OFD apps have facilitated customers' access to various meals and helped food vendors survive in the competitive marketplace. A new aspect, novelty-seeking, is added to the SERVQUAL dimensions (i.e. empathy, tangibility, reliability, assurance and responsiveness) identified in the literature review.

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Section: Finding and Discussionmentioning

confidence: 99%

Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications

Kalantarzadeh Tezerjany

2023

IJQRM

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“…A. Mensah et al, 2021). Customer satisfaction can considerably be affected by customer service quality as per some research (DK et al, 2020;Him et al, 2021;Inkumsah, 2011).…”

Section: Customer Servicementioning

confidence: 93%

Students’ Satisfaction in Campus Cafeterias: An Empirical Study on Public Universities at Klang Valley in Malaysia

Afroza

Haque

2022

IJIRP

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Cafeteria facilities are a key component of a wholesome arrangement that impacts personal happiness for both native and foreign students. For university students, the first option for dining is on-campus food services which imply the importance of the quality of the cafeteria service and must be reviewed and improved regularly. Considering the importance of students’ satisfaction this study was conducted to investigate the link between variables such as pricing, food quality, customer service, and the atmos-phere of students’ satisfaction. The convenience sampling method was used to collect quantitative data from 250 students at public universities in Klang valley of Malaysia which are IIUM, UPM, UM, UiTM, UKM and UTM. The survey was conducted via google form in September 2021. For the data analysis, descriptive, reliability, exploratory factor analysis and regression analysis have been conducted by using SPSS. The study revealed that students’ satisfaction was associated with the four independent variables. All the factors had a significant and positive influence on students’ satisfaction. From the regression analysis, it was found that customer service and price fairness had the most significant influence over student satisfaction which was followed closely by the other two variables which were food quality and atmosphere. It was also concluded that all of the independent factors included in the study had a sub-stantial influence on the dependent variable, which was student satisfaction.

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“…Penelitian tentang rumah makan atau café yang menggunakan konsep Servqual sudah banyak, seperti Lestari (2023), Mensah, Achio, & Asare (2021), Putri & Nilowardono (2021), Soebandhi, Wahid, & Darmawanti (2020). Namun penelitian ini menggunakan metode kuantitatif dan kualitatif secara bersamaan untuk Rumah Makan Pawon Salarea.…”

Section: Pendahuluanunclassified

Peningkatan Kualitas Layanan Rumah Makan Pawon Salarea Dengan Metode Service Quality

Wulandari,

Wirawan

2023

sentekmi2023

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Pandemi COVID-19 mendorong kebiasaan baru di masyarakat. Kebiasaan untuk membeli makanan melalui platform online seperti Gojek, Grab, dan Shopee. Rumah Makan Pawon Salarea merupakan salah satu rumah makan yang melayani pembelian melalui Gojek dan Grab, dalam usaha meningkatkan penjualan yang menurun drastis akibat pandemi COVID-19. Agar penjualan secara online bisa berhasil, Rumah Makan Pawon Salarea perlu memperhatikan kepuasan pelanggan melalui kualitas layanan yang baik. Karena itu, pada penelitian ini, kualitas jasa beserta hal-hal yang mempengaruhi, akan diukur dan ditelusuri. Hasil pengukuran ini, akan berguna bagi Rumah Makan Pawon Salarea dalam memperbaiki kualitas layanan dan kemudian diharapkan terjadi peningkatan penjualan, terutama secara online. Konsep yang digunakan pada penelitian ini adalah Service Quality (Servqual). Pengumpulan data dilakukan dengan metode kualitatif, berupa wawancara dengan berbagai pihak, dan kuantitatif dengan penyebaran kuesioner dan perhitungan hasil kuesioner. Kebaruan dari penelitian ini adalah menggabungkan metode pengumpulan data kualitatif dan kuantitatif untuk konsep Servqual yang diterapkan pada Rumah Makan Pawon Salarea. Hasil dari penelitian menunjukkan adanya kesenjangan-kesenjangan yang menyebabkan kurangnya kepuasan pelanggan, sehingga usulan utama di antaranya adalah penulisan waktu simpan optimal, penulisan informasi bahwa karyawan sehat, penyediaan alat makan lengkap, kemasan menarik, media sosial memberikan informasi yang berguna dan jelas, dan lain-lain.

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Effect of Service Quality on Customer Satisfaction in Selected Cafeterias

Cited by 5 publications

References 27 publications

Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications

Appraise the role of novelty-seeking on consumers’ satisfaction using online food delivery applications

Students’ Satisfaction in Campus Cafeterias: An Empirical Study on Public Universities at Klang Valley in Malaysia

Peningkatan Kualitas Layanan Rumah Makan Pawon Salarea Dengan Metode Service Quality

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