Perceived tangible value, customer satisfaction and post-purchase action in off-premise catering / Siti Nurhanifah Sulong

The rapid growth of the off-premise catering makes it essential that caterer obtain
customer satisfaction for long term survival. Customer satisfaction can be seen when
they create favorable future post-purchase action such as repeat the experienced
service and they disseminate the positive information to others. From the above
notion, this study attempted to identify how quality and monetary price is perceived in
relation to satisfaction and post-purchase action in off-premise catering. A
questionnaires were distributed to 250 customers from 10 selected off-premise
catering in Shah Alam. A series of analyses using descriptive and inferential were
used to analyze the data. The results indicate both antecedents have a positive effects
on the customer satisfaction and post-purchase action. Results of this analysis will
contribute to the services marketing theory by providing additional insights into
quality and price, satisfaction, post-purchase action. It will also helps caterers to
develop and implement market-oriented service strategies for increasing their profit.
Thus, caterers should consider the quality and price dimensions that elicit customer
satisfaction and post-purchase action.