Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]

Voon, Boo Ho and Kueh, Karen Meng Koon and Unggah, Lois and Chali, Raymond (2009) Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]. Social and Management Research Journal, 6 (1). pp. 33-50. ISSN 1675-7017

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Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant service quality need to be well understood. This paper presents the customers’ perception of restaurant service quality for a sample of 342 restaurant customers in Malaysia. The results showed that customers were generally satisfied with the service quality, price and variety of food. Reliability received the highest ratings followed by tangibles and responsiveness. Restaurants serving Western cuisine were rated better than the restaurants serving local food. Customer-perceived restaurant service quality was significantly correlated with the customer satisfaction and loyalty. Age and ethnic background did not affect perception of foodservice quality whereas gender influenced perceptions of food variety and overall satisfaction.

Item Type: Article
CreatorsID Num.
Voon, Boo
Kueh, Karen Meng KoonUNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Marketing
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service
T Technology > TX Home economics > Food service > Malaysia
Divisions: Research Management Institute (RMI)
Journal or Publication Title: Social and Management Research Journal
ISSN: 1675-7017
Volume: 6
Number: 1
Page Range: pp. 33-50
Item ID: 13070
Uncontrolled Keywords: Restaurant service quality, customer satisfaction, loyalty, Malaysia
Last Modified: 30 Jun 2016 00:22
Depositing User: Staf Pendigitalan 1

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