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Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol

Every individual could agree that waiting for service of food in the restaurant is becoming increasingly common in peoples' daily life. Some may experience having to wait before service is rendered, some during its delivery and some after the core service has completed. The wait for service is...

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Main Author: Zainol, Noorliza
Format: Thesis
Language:English
Published: 2011
Subjects:
Nutrition. Foods and food supply
Cooking
Quality control
Online Access:https://ir.uitm.edu.my/id/eprint/43825/1/43825.pdf
https://ir.uitm.edu.my/id/eprint/43825/
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spelling my.uitm.ir.438252022-12-06T08:59:04Z https://ir.uitm.edu.my/id/eprint/43825/ Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol Zainol, Noorliza Nutrition. Foods and food supply Cooking Quality control Every individual could agree that waiting for service of food in the restaurant is becoming increasingly common in peoples' daily life. Some may experience having to wait before service is rendered, some during its delivery and some after the core service has completed. The wait for service is denote as the time from which a customers or consumers is ready to receive the service until the time the service commences or to the state of readiness felt by that customers during the wait. However, service delay beyond expected time affects customers dining mood, overall satisfaction and closely related to complain behaviour and implicate their future revisit intention. This study empirically investigates the attitudes and reaction of Malaysian customers toward service delay of cook to order food and the implication to their Gerai choices and re -patronization. Personally administered questionnaires survey was used and respondents who had experienced dining at Gerai were conveniently appraoched at three popular supermarkets in Seberang Jaya city, Carrefour, Pacific and Sunway Carnival. Through a series of analyses looking from frequencies, descriptives, independent sample t-test, One-Way ANOVA to standard multiple regression some useful insights or predictors were obtained. Result showed that there is strong evidence that the majority of customers explicitly perceived that service delay significantly contributes and positively influences to the prediction of the Gerai respondents' levels of reactions and intention to re-patronization. In other words, significant numbers of customer perceived service delay will affect their dining propensity. With that better understanding of the customers experience in waiting cook to order food would provide Gerai operators with valuable information the consequence of service and therefore be more sensitive and effective toward operation management techniques and improving customer expectation and managing repeat patronization. 2011 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/43825/1/43825.pdf Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol. (2011) Masters thesis, thesis, Universiti Teknologi MARA (UiTM).
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 Nutrition. Foods and food supply
Cooking
Quality control
spellingShingle Nutrition. Foods and food supply
Cooking
Quality control
Zainol, Noorliza
Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
description Every individual could agree that waiting for service of food in the restaurant is becoming increasingly common in peoples' daily life. Some may experience having to wait before service is rendered, some during its delivery and some after the core service has completed. The wait for service is denote as the time from which a customers or consumers is ready to receive the service until the time the service commences or to the state of readiness felt by that customers during the wait. However, service delay beyond expected time affects customers dining mood, overall satisfaction and closely related to complain behaviour and implicate their future revisit intention. This study empirically investigates the attitudes and reaction of Malaysian customers toward service delay of cook to order food and the implication to their Gerai choices and re -patronization. Personally administered questionnaires survey was used and respondents who had experienced dining at Gerai were conveniently appraoched at three popular supermarkets in Seberang Jaya city, Carrefour, Pacific and Sunway Carnival. Through a series of analyses looking from frequencies, descriptives, independent sample t-test, One-Way ANOVA to standard multiple regression some useful insights or predictors were obtained. Result showed that there is strong evidence that the majority of customers explicitly perceived that service delay significantly contributes and positively influences to the prediction of the Gerai respondents' levels of reactions and intention to re-patronization. In other words, significant numbers of customer perceived service delay will affect their dining propensity. With that better understanding of the customers experience in waiting cook to order food would provide Gerai operators with valuable information the consequence of service and therefore be more sensitive and effective toward operation management techniques and improving customer expectation and managing repeat patronization.
format Thesis
author Zainol, Noorliza
author_facet Zainol, Noorliza
author_sort Zainol, Noorliza
title Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_short Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_full Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_fullStr Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_full_unstemmed Service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / Noorliza Zainol
title_sort service delay of cook to order food: assessing customer attitudes, reactions and implication to gerai choices and intention to re-patronization / noorliza zainol
publishDate 2011
url https://ir.uitm.edu.my/id/eprint/43825/1/43825.pdf
https://ir.uitm.edu.my/id/eprint/43825/
_version_ 1751539800054169600
score 13.211869

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