The effects of waiting time towards customers’ satisfaction at fast food restaurant in Kuala Terengganu / Aina Nur Nadiah Mohd Nasir and Nur Athirah Muda

Mohd Nasir, Aina Nur Nadiah and Muda, Nur Athirah (2020) The effects of waiting time towards customers’ satisfaction at fast food restaurant in Kuala Terengganu / Aina Nur Nadiah Mohd Nasir and Nur Athirah Muda. Degree thesis, Universiti Teknologi MARA, Terengganu.

Abstract

The primary purpose of this study is to examine the various effects of waiting time towards customers’ satisfaction. Researchers surveyed 280 randomly selected customers of the selected five (5) fast food restaurant outlets in Kuala Terengganu during weekends. This study used convenient sampling to acquire the potential respondents. Besides, the study have been identified physical factor (ambient and design and facilities), social factor (restaurant employee and perceived crowding) are the factors that contribute to waiting time at fast food restaurant in Kuala Terengganu. Moreover, physical factor (design & facilities) is the dominant factor of waiting time at the fast food restaurant. In addition, the physical factor (design) and social factor (perceived crowding) are the variables that give significant predators. It is hope that this study may offer some better understanding on the effects of waiting time towards customer satisfaction in the fast food establishments.

Metadata

Item Type: Thesis (Degree)
Creators:
Creators
Email / ID Num.
Mohd Nasir, Aina Nur Nadiah
2016538063
Muda, Nur Athirah
2016565157
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Ngali, Norzaidah
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
Divisions: Universiti Teknologi MARA, Terengganu > Dungun Campus > Faculty of Hotel and Tourism Management
Programme: Bachelor of Science (Hons) Foodservice Management
Keywords: Waiting Time; Fast Food Restaurant; Ambient; Design; Facilities; Restaurant Employee; Perceived Crowding; Customer Satisfaction
Date: 2020
URI: https://ir.uitm.edu.my/id/eprint/98775
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