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) |
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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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