Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]

Zainol, Noorliza and Ahmad Rozali, Abdul Rahman and Razali, Muhammad Azli and Aizat Bashir, Muhammad Arif and Tazijan, Farina Nozakiah (2014) Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]. Esteem Academic Journal, 10 (2). pp. 10-19. ISSN 1675-7939


Complaint behaviour in restaurant service industry is remarkably known. This study empirically investigates the attitudes, causes to complaints in restaurants and most importantly the customer complaints behaviour in restaurant services. Personally administered questionnaire was used and through a series of analyses from frequencies, descriptive to inferential statistics, some useful insights or predictors on the issues of interest were obtained. The findings indicate that majority of the restaurant customers are clearly concerned about the services that they have experienced in restaurant thus disappointed services will usually turn out to be complaints.


Item Type: Article
CreatorsEmail / ID. Num
Zainol, NoorlizaUNSPECIFIED
Ahmad Rozali, Abdul RahmanUNSPECIFIED
Razali, Muhammad AzliUNSPECIFIED
Aizat Bashir, Muhammad ArifUNSPECIFIED
Tazijan, Farina NozakiahUNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling > Malaysia
H Social Sciences > HF Commerce > Customer services. Customer relations > Consumer complaints. Complaint letters
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service > Malaysia
T Technology > TX Home economics > Restaurants, cafeterias, tearooms, etc.
Divisions: Universiti Teknologi MARA, Pulau Pinang
Journal or Publication Title: Esteem Academic Journal
ISSN: 1675-7939
Volume: 10
Number: 2
Page Range: pp. 10-19
Item ID: 11979
Uncontrolled Keywords: Customers; complaints behaviour; restaurants service industries; defection.


[img] Text

Download (675kB)

View in Google Scholar

Actions (login required)

View Item View Item


Downloads per month over past year