Cover Image

The effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image

The fact that the restaurant industry involves a lot of interaction between employees and customers opens up a lot of doors for service failures. Factors such as unprofessional staff attitudes and inability to provide the selected food may cause service problems even in the best restaurant. Taking n...

Full description

Saved in:
Bibliographic Details
Main Author: Fatin Nabila Mohd Nazri
Format: UMK Etheses
Language:English
Published: 2023
Online Access:http://discol.umk.edu.my/id/eprint/14551/1/Fatin%20Nabila%20binti%20Mohd%20Nazri.pdf
http://discol.umk.edu.my/id/eprint/14551/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.umk.eprints.14551
record_format eprints
spelling my.umk.eprints.145512024-12-04T09:41:54Z http://discol.umk.edu.my/id/eprint/14551/ The effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image Fatin Nabila Mohd Nazri The fact that the restaurant industry involves a lot of interaction between employees and customers opens up a lot of doors for service failures. Factors such as unprofessional staff attitudes and inability to provide the selected food may cause service problems even in the best restaurant. Taking note of these issues, this study investigates the relationship between restaurant service quality (food quality, physical environment and employee service quality), restaurant image and customer satisfaction among millennials in casual dining restaurant in Kelantan, Malaysia. This study also examines the mediating effect of restaurant image. The DINESERV model has been chosen in this study to introduce the multidimensional of antecedents that influence the main factors towards customer satisfaction. This study employed quantitative method and used convenience sampling approach to collect data. A total of 470 responses were successfully collected yet only 408 responses valid for further data analysis. Partial Least Squares Structural Equation Modelling (PLS-SEM) procedure was applied to analyze the data and test the hypotheses of this study. Statistical results found that food quality, physical environment, employee service quality and restaurant image have positively influenced customer satisfaction. Meanwhile, restaurant image was found to mediate the relationship between restaurant service quality and customer satisfaction. This study contributes to the body of knowledge and practical by providing a strong research framework for a clear understanding that describes the effect of service quality on customer satisfaction and the mediation effect of restaurant image, as well as advantage to Malaysian restaurant operators, marketers and practitioners intending to enter the foodservice industry, particularly in casual dining restaurant. 2023 UMK Etheses NonPeerReviewed text en http://discol.umk.edu.my/id/eprint/14551/1/Fatin%20Nabila%20binti%20Mohd%20Nazri.pdf Fatin Nabila Mohd Nazri (2023) The effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image. Masters thesis, Universiti Malaysia Kelantan.
institution Universiti Malaysia Kelantan
building Perpustakaan Universiti Malaysia Kelantan
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Kelantan
content_source UMK Institutional Repository
url_provider http://umkeprints.umk.edu.my/
language English
description The fact that the restaurant industry involves a lot of interaction between employees and customers opens up a lot of doors for service failures. Factors such as unprofessional staff attitudes and inability to provide the selected food may cause service problems even in the best restaurant. Taking note of these issues, this study investigates the relationship between restaurant service quality (food quality, physical environment and employee service quality), restaurant image and customer satisfaction among millennials in casual dining restaurant in Kelantan, Malaysia. This study also examines the mediating effect of restaurant image. The DINESERV model has been chosen in this study to introduce the multidimensional of antecedents that influence the main factors towards customer satisfaction. This study employed quantitative method and used convenience sampling approach to collect data. A total of 470 responses were successfully collected yet only 408 responses valid for further data analysis. Partial Least Squares Structural Equation Modelling (PLS-SEM) procedure was applied to analyze the data and test the hypotheses of this study. Statistical results found that food quality, physical environment, employee service quality and restaurant image have positively influenced customer satisfaction. Meanwhile, restaurant image was found to mediate the relationship between restaurant service quality and customer satisfaction. This study contributes to the body of knowledge and practical by providing a strong research framework for a clear understanding that describes the effect of service quality on customer satisfaction and the mediation effect of restaurant image, as well as advantage to Malaysian restaurant operators, marketers and practitioners intending to enter the foodservice industry, particularly in casual dining restaurant.
format UMK Etheses
author Fatin Nabila Mohd Nazri
spellingShingle Fatin Nabila Mohd Nazri
The effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image
author_facet Fatin Nabila Mohd Nazri
author_sort Fatin Nabila Mohd Nazri
title The effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image
title_short The effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image
title_full The effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image
title_fullStr The effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image
title_full_unstemmed The effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image
title_sort effect of restaurant service quality on customer satisfaction, mediating effect of restaurant image
publishDate 2023
url http://discol.umk.edu.my/id/eprint/14551/1/Fatin%20Nabila%20binti%20Mohd%20Nazri.pdf
http://discol.umk.edu.my/id/eprint/14551/
_version_ 1817849993790226432
score 13.223943

Similar Items