Service quality of food court restaurants in Kuching/ Nadira Hamzah

Service quality of food court restaurants is a topic that has been discussed over the years. Unproductive services can affect customers’ level satisfaction. The main function which restaurant members must perform is delivering of quality services to its customers. This study is focusing on to rank the factors and the level of the satisfaction on service quality in food court restaurants in Kuching. A total of 150 questionnaires were distributed around Kuching mall areas: The Spring, Boulevard, TunJugah, Sarawak Plaza and WismaSabekas. There were five dimensions in this study; tangibility, assurance, reliability, responsiveness and empathy. Each dimension showed their Cronbach’s Alpha which 0.740 for tangibility, 0.844 for assurance,0.809 for reliability, 0.836 for responsiveness and 0.816 for empathy. Overall, the reliability for these dimensions was 0.917 and it showed a positive result and reliable. For means, overall it showed at 4.409 and the result was in moderate level.