Impact of Service and Food Quality on Customer Satisfaction Among Generation Y for the Fast Food Restaurant in Malaysia

Rashid, Intan Maizura Abd; Abdullah, Muhammad Fazlee Sham; Yusuf, Bibi Noraini Mohd; Shaari, Mohd Shahidan

doi:10.24297/jssr.v5i2.3380

Cited by 21 publications

(25 citation statements)

References 11 publications

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“…Service quality is the main component of a fast food restaurant that can be measured and improved continuously. When there is a close interaction between a service employee and a customer, the perception of what is being delivered is as important as what is actually delivered [15]. In other words, it is the result of the comparison between expectations about service and perceptions of the way the service has been performed that customers make.…”

Section: Service Qualitymentioning

confidence: 99%

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

Chun¹,

Nyam-Ochir²

2020

Sustainability

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The fast food restaurant business is one of the fastest-growing industries in the world. International and local restaurant chains are trying to satisfy the demands of customers for a variety of products and services. Along with changing market trends, customers are now becoming more sophisticated and demanding. Customer satisfaction is an essential business issue, as entrepreneurs have realized that favorable customer feedback is key for a long-term sustainable operation. Customers who have an excellent experience at a restaurant may recommend the restaurant to others, spread positive information, or become a loyal customer. The fast food industry has only recently developed in Mongolia and an increasing number of global fast food chains are now entering the market every year. The purpose of this paper is to examine and evaluate the factors affecting customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian fast food restaurants, as well as a global fast food restaurant in Mongolia using the DINESERV scale. This study focuses on comparing directly competing food chains; only two brands were studied because of the limited fast food presence in Ulaanbaatar. Then, it aims to analyze how satisfaction levels influence a customer’s revisit intention and likelihood of recommending a restaurant. Furthermore, an in-depth analysis of the difference between local and global fast food brands is a key element that this paper analyzes. Moreover, this paper investigates how results can be different according to whether the respondent resides in Mongolia or Korea and discusses business implications. The results of this paper show that four factors (food quality, service quality, price, and atmosphere of a restaurant) positively influence customer satisfaction, revisit intention, and likelihood of recommendation for Mongolian and global fast food restaurants, and customer satisfaction has a positive influence on customer revisit intention and likelihood of recommendation for both types of restaurants. However, depending on whether it is a Mongolian fast food restaurant or a global fast food restaurant, the factors affecting customer satisfaction, revisit intention, and recommendation are different.

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Section: Service Qualitymentioning

confidence: 99%

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

Chun¹,

Nyam-Ochir²

2020

Sustainability

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“…The range of all means is between 1.57-1.83. Mean is used to measure the central tendency due to its mathematical qualities; the value, which exceeds the maximum and minimum limits,is named as average and sensitive (Rashid et al, 2015). In Figure 4.4, the interest value has the highest mean of 1.85 and the highest standard deviation of 0.88.…”

Section: Descriptive Analysismentioning

confidence: 99%

“…Others' Cronbach Alpha is ranged from 0.645 to 0.860. This Reliability analysis can ensure all used items are no error(Rashid et al, 2015).…”

mentioning

confidence: 99%

Employer Attractiveness to Chinese Potential Employees

Liu¹

2018

Eur. j. interdiscip. stud.

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Many multinational enterprises (MNE) are struggling with attaining economic revenue by controlling talent shortages in highly competitive emerging economies, such as China. Thus, competition is increasing to seem as an attractive employer by the target employees group. Employer brand building plays an important role for MNEs to attract and retain talents. However, few researches are focus on its effects on Chinese potential applicants’ perceptions. This study aims to label Chinese potential employees' expectancies of future employers. It inquires to what extent employer attractiveness factors (from EmpAt) influence company reputation and intention of job application among Chinese students overseas. It asked Chinese students from three different universities in the UK to access an online survey. The conclusion is based on 300 responses to a hypothetical ideal employer. The conclusions proof that company reputation positively contributes to job applying intentions; also employer attractive factors of non-financial features, such as Interest value and application value have positive contributions to company reputation. Furthermore, some strategic advice is made for companies. The study is original because it focuses on MNEs’ employer branding toward Chinese student and which will be valuable to companies in their upcoming recruitment.

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“…Reliability is concerned with the ability to perform the promised service dependably and accurately (Abd Rashid et al, 2015;Parasuraman et al, 1988;Souca, 2011). Based on the findings, the reliability dimension consists of accuracy of performance and accuracy of billing subdimensions.…”

Section: Reliabilitymentioning

confidence: 99%

Customer Satisfaction Towards Communication Skills Of The Franchise Restaurant Frontliners

Muda¹

2021

European Proceedings of Social and Behavioural Sciences

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Impact of Service and Food Quality on Customer Satisfaction Among Generation Y for the Fast Food Restaurant in Malaysia

Cited by 21 publications

References 11 publications

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

The Effects of Fast Food Restaurant Attributes on Customer Satisfaction, Revisit Intention, and Recommendation Using DINESERV Scale

Employer Attractiveness to Chinese Potential Employees

Customer Satisfaction Towards Communication Skills Of The Franchise Restaurant Frontliners

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