Service quality and student satisfaction at UiTM Samarahan’s cafeteria / Alvey John & Patricia Maong

In any university, they are providing cafeteria services. It is the places where students will having their meals. Which mean the cafeteria should offer the best food quality and service quality to the students. An organization must look in the needs and wants for their customer to be successful. Customer satisfaction is a term generally used to measures a customer’s satisfaction of the products and services. It is the reason why many researchers have continuously emphasized on the importance of customer satisfaction. This research study present “Service quality and student satisfaction at UiTM Samarahan’s cafeteria’’. It is to analyse the relationship between service quality and service satisfaction. This study been conducted at the UiTM Samarahan cafeteria Campus 1 and Campus 2. The researchers selected three cafeteria that are Medan Selera Sri Pinang, Dewan Makan Sri Mulu and Dewan Makan Sri Gading went through a questionnaire survey. The nature of this study is quantitative study and the purpose of the study is based on hypothesis testing. The general research objective is to examine the student satisfaction towards the service quality at UiTM Samarahan’s cafeteria Campus 1 and Campus 2. Meanwhile the specific objective of this study is to identify the most dominant service quality dimension, to determine the amount of money spend daily by the student for foods, to identify the relationship between service quality dimension with student satisfaction, to compare student satisfaction toward service quality based on gender and to identify the differences in students satisfaction among the different cafeteria at UiTM Samarahan.