Staff View: A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]

A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]

Customer Satisfaction Index (CSI) studies have been the practice of many industries for improving performance through increased customer loyalty. Focusing on factors contributing to customers’ satisfaction is thus an important strategy towards this objective. Food business is an essential part of o...

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Main Authors:	Ayob, Mohammad Zaki, Mohd Saman, Fatimah, Yusoff, Mohd Sukor, Abidin, Noorridzwan
Format:	Monograph
Language:	English
Published:	Research Management Institute, Universiti Teknologi MARA, Kedah 2003
Subjects:	Food industry and trade. Halal food industry. Certification
Online Access:	http://ir.uitm.edu.my/id/eprint/28813/1/LP_MOHAMMAD%20ZAKI%20AYOB%20RMI%20K%2003_5.pdf http://ir.uitm.edu.my/id/eprint/28813/
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spelling	my.uitm.ir.288132020-03-30T16:30:45Z http://ir.uitm.edu.my/id/eprint/28813/ A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.] Ayob, Mohammad Zaki Mohd Saman, Fatimah Yusoff, Mohd Sukor Abidin, Noorridzwan Food industry and trade. Halal food industry. Certification Customer Satisfaction Index (CSI) studies have been the practice of many industries for improving performance through increased customer loyalty. Focusing on factors contributing to customers’ satisfaction is thus an important strategy towards this objective. Food business is an essential part of our lives, and in this fast-moving age, customers’ demand quick and better services from the providers. The research found that those businesses that focus on customer needs and satisfaction tend to be more successful in terms of customer loyalty as compared to their competitors. Perhaps, there is not much option for food service business to focus on other than meeting their customers’ needs. This research utilizes the structural equations modeling to link customer satisfaction to its determinants (predictors of satisfaction) and in turn, to the consequences of satisfaction, which is customer loyalty. The determinants of customer satisfaction (r\|2) are perceived quality of “hardware” (^), perceived quality of “software” and perceived value (q,). The research found that all measured variables were closely aligned to both determinants of customer satisfaction. From business strategy perspectives, customers’ recent (previous six months) experiences with restaurants contribute the biggest impact on customer loyalty. The overall attractiveness (ambience) of restaurants is another factor for success in this industry. Other critical success factors include close attention to food freshness, cleanliness, taste, consistency, and all-time restaurant cleanliness. Among the human factors requiring attention are waiters’ responsiveness to customers’ needs. Overall table arrangements are also important to customers. It is hoped that the findings in this research will inspire participating as well as those in the food business to learn and continuously improve on their strategies to attract customers and achieve success. Research Management Institute, Universiti Teknologi MARA, Kedah 2003-07 Monograph NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/28813/1/LP_MOHAMMAD%20ZAKI%20AYOB%20RMI%20K%2003_5.pdf Ayob, Mohammad Zaki and Mohd Saman, Fatimah and Yusoff, Mohd Sukor and Abidin, Noorridzwan (2003) A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]. Other. Research Management Institute, Universiti Teknologi MARA, Kedah, Sungai Petani, Kedah. (Unpublished)
institution	Universiti Teknologi Mara
building	Tun Abdul Razak Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Teknologi Mara
content_source	UiTM Institutional Repository
url_provider	http://ir.uitm.edu.my/
language	English
topic	Food industry and trade. Halal food industry. Certification
spellingShingle	Food industry and trade. Halal food industry. Certification Ayob, Mohammad Zaki Mohd Saman, Fatimah Yusoff, Mohd Sukor Abidin, Noorridzwan A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]
description	Customer Satisfaction Index (CSI) studies have been the practice of many industries for improving performance through increased customer loyalty. Focusing on factors contributing to customers’ satisfaction is thus an important strategy towards this objective. Food business is an essential part of our lives, and in this fast-moving age, customers’ demand quick and better services from the providers. The research found that those businesses that focus on customer needs and satisfaction tend to be more successful in terms of customer loyalty as compared to their competitors. Perhaps, there is not much option for food service business to focus on other than meeting their customers’ needs. This research utilizes the structural equations modeling to link customer satisfaction to its determinants (predictors of satisfaction) and in turn, to the consequences of satisfaction, which is customer loyalty. The determinants of customer satisfaction (r\|2) are perceived quality of “hardware” (^), perceived quality of “software” and perceived value (q,). The research found that all measured variables were closely aligned to both determinants of customer satisfaction. From business strategy perspectives, customers’ recent (previous six months) experiences with restaurants contribute the biggest impact on customer loyalty. The overall attractiveness (ambience) of restaurants is another factor for success in this industry. Other critical success factors include close attention to food freshness, cleanliness, taste, consistency, and all-time restaurant cleanliness. Among the human factors requiring attention are waiters’ responsiveness to customers’ needs. Overall table arrangements are also important to customers. It is hoped that the findings in this research will inspire participating as well as those in the food business to learn and continuously improve on their strategies to attract customers and achieve success.
format	Monograph
author	Ayob, Mohammad Zaki Mohd Saman, Fatimah Yusoff, Mohd Sukor Abidin, Noorridzwan
author_facet	Ayob, Mohammad Zaki Mohd Saman, Fatimah Yusoff, Mohd Sukor Abidin, Noorridzwan
author_sort	Ayob, Mohammad Zaki
title	A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]
title_short	A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]
title_full	A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]
title_fullStr	A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]
title_full_unstemmed	A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]
title_sort	study on the strategy of successful bumiputra entrepreneurs in the food service in kedah, perlis and penang: concept, food, ambience & business processes / mohammad zaki ayob…[et al.]
publisher	Research Management Institute, Universiti Teknologi MARA, Kedah
publishDate	2003
url	http://ir.uitm.edu.my/id/eprint/28813/1/LP_MOHAMMAD%20ZAKI%20AYOB%20RMI%20K%2003_5.pdf http://ir.uitm.edu.my/id/eprint/28813/
_version_	1685650463209291776
score	13.211869

A study on the strategy of successful bumiputra entrepreneurs in the food service in Kedah, Perlis and Penang: concept, food, ambience & business processes / Mohammad Zaki Ayob…[et al.]

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