Staff View: Ressurection of kopitiam: The service quality measurement

Ressurection of kopitiam: The service quality measurement

Kopitiam is known as Chinese coffee shop and has been establish since pre independence era. Resurrection of kopitiam has affected the food service industry especially in Malaysia. Modern concept and hygienic setting have been introduced by offering Malaysian Chinese cuisine.Local Malaysian Chinese c...

Full description

Saved in:

Bibliographic Details
Main Authors:	Zainol, N., Rozali, A. R. A., Ngelambong, A., Razali, M. A., Tazijan, F.
Format:	Conference or Workshop Item
Language:	English
Published:	2014
Subjects:	G Geography (General)
Online Access:	http://repo.uum.edu.my/13297/1/15.pdf http://repo.uum.edu.my/13297/ http://www.thic-uum.com/
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my.uum.repo.13297
record_format	eprints
spelling	my.uum.repo.132972015-03-08T01:12:16Z http://repo.uum.edu.my/13297/ Ressurection of kopitiam: The service quality measurement Zainol, N. Rozali, A. R. A. Ngelambong, A. Razali, M. A. Tazijan, F. G Geography (General) Kopitiam is known as Chinese coffee shop and has been establish since pre independence era. Resurrection of kopitiam has affected the food service industry especially in Malaysia. Modern concept and hygienic setting have been introduced by offering Malaysian Chinese cuisine.Local Malaysian Chinese cuisine, good facilities and well service offered tremendously emerged the kopitiam business to expand.This study was conducted to measure the service delivery in kopitiam. Furthermore, this study also aims to identify the customer perception towards the service delivery and their revisit intention. Service quality (SERVQUAL) variables such as tangible, reliability, responsiveness, assurance and empathy (Zeithaml & Bitner, 2009) were adopted to measure the service quality delivery. Through series of analyses, some useful insights or predictors on the issues of interest were obtained.The majority of the respondents agreed the service delivery in kopitiam is meeting their expectation and show their intention to revisit the kopitiam. 2014-11-05 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/13297/1/15.pdf Zainol, N. and Rozali, A. R. A. and Ngelambong, A. and Razali, M. A. and Tazijan, F. (2014) Ressurection of kopitiam: The service quality measurement. In: 2nd Tourism and Hospitality International Conference (THIC 2014), 5-6 November 2014, Langkawi, Malaysia. http://www.thic-uum.com/
institution	Universiti Utara Malaysia
building	UUM Library
collection	Institutional Repository
continent	Asia
country	Malaysia
content_provider	Universiti Utara Malaysia
content_source	UUM Institutionali Repository
url_provider	http://repo.uum.edu.my/
language	English
topic	G Geography (General)
spellingShingle	G Geography (General) Zainol, N. Rozali, A. R. A. Ngelambong, A. Razali, M. A. Tazijan, F. Ressurection of kopitiam: The service quality measurement
description	Kopitiam is known as Chinese coffee shop and has been establish since pre independence era. Resurrection of kopitiam has affected the food service industry especially in Malaysia. Modern concept and hygienic setting have been introduced by offering Malaysian Chinese cuisine.Local Malaysian Chinese cuisine, good facilities and well service offered tremendously emerged the kopitiam business to expand.This study was conducted to measure the service delivery in kopitiam. Furthermore, this study also aims to identify the customer perception towards the service delivery and their revisit intention. Service quality (SERVQUAL) variables such as tangible, reliability, responsiveness, assurance and empathy (Zeithaml & Bitner, 2009) were adopted to measure the service quality delivery. Through series of analyses, some useful insights or predictors on the issues of interest were obtained.The majority of the respondents agreed the service delivery in kopitiam is meeting their expectation and show their intention to revisit the kopitiam.
format	Conference or Workshop Item
author	Zainol, N. Rozali, A. R. A. Ngelambong, A. Razali, M. A. Tazijan, F.
author_facet	Zainol, N. Rozali, A. R. A. Ngelambong, A. Razali, M. A. Tazijan, F.
author_sort	Zainol, N.
title	Ressurection of kopitiam: The service quality measurement
title_short	Ressurection of kopitiam: The service quality measurement
title_full	Ressurection of kopitiam: The service quality measurement
title_fullStr	Ressurection of kopitiam: The service quality measurement
title_full_unstemmed	Ressurection of kopitiam: The service quality measurement
title_sort	ressurection of kopitiam: the service quality measurement
publishDate	2014
url	http://repo.uum.edu.my/13297/1/15.pdf http://repo.uum.edu.my/13297/ http://www.thic-uum.com/
_version_	1644281145552011264
score	13.211869

Ressurection of kopitiam: The service quality measurement

Similar Items