Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia
In the highly competitive coffee industry, the operation of a successful coffee shop involves more than just providing a simple cup of coffee. Organizations are now recognizing the need to focus on delivering high-quality service to gain a competitive advantage. Emphasizing service quality is crucia...
| Main Authors: | , , , , , |
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| Format: | Article |
| Language: | English |
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INTI International University
2024
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| Online Access: | http://eprints.intimal.edu.my/1964/ http://eprints.intimal.edu.my/1964/1/506 |
| _version_ | 1848766883946299392 |
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| author | Darren Chan, Chee Shern Tio, Fang Kee Chua, Siew Woon Soon, Shi Wen Pok, Wei Lun Mohammad, Farajnezhad |
| author_facet | Darren Chan, Chee Shern Tio, Fang Kee Chua, Siew Woon Soon, Shi Wen Pok, Wei Lun Mohammad, Farajnezhad |
| author_sort | Darren Chan, Chee Shern |
| building | INTI Institutional Repository |
| collection | Online Access |
| description | In the highly competitive coffee industry, the operation of a successful coffee shop involves more than just providing a simple cup of coffee. Organizations are now recognizing the need to focus on delivering high-quality service to gain a competitive advantage. Emphasizing service quality is crucial for building customer loyalty. This paper aims to demonstrate and investigate the service quality using the SERVQUAL model, specifically in the context of Malaysia's Starbucks outlets. To gather real-time data, this paper employs a questionnaire-based survey. A total of 221 questionnaires were distributed to the public. Following data collection, the obtained data is analyzed using SPSS software. Additionally, this paper offers insights into the current state of Starbucks in Malaysia and proposes practical actions to enhance service quality. The objective is to not only attract and retain customers but also cultivating customer loyalty within the competitive coffee chain industry. By focusing on the SERVQUAL model, this research seeks to identify the key dimensions of service quality that significantly impact customer loyalty. These insights are essential for Starbucks to make informed decisions and implement effective strategies to elevate its service quality. |
| first_indexed | 2025-11-14T11:58:14Z |
| format | Article |
| id | intimal-1964 |
| institution | INTI International University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T11:58:14Z |
| publishDate | 2024 |
| publisher | INTI International University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | intimal-19642024-08-02T02:21:27Z http://eprints.intimal.edu.my/1964/ Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia Darren Chan, Chee Shern Tio, Fang Kee Chua, Siew Woon Soon, Shi Wen Pok, Wei Lun Mohammad, Farajnezhad H Social Sciences (General) HD28 Management. Industrial Management HF Commerce In the highly competitive coffee industry, the operation of a successful coffee shop involves more than just providing a simple cup of coffee. Organizations are now recognizing the need to focus on delivering high-quality service to gain a competitive advantage. Emphasizing service quality is crucial for building customer loyalty. This paper aims to demonstrate and investigate the service quality using the SERVQUAL model, specifically in the context of Malaysia's Starbucks outlets. To gather real-time data, this paper employs a questionnaire-based survey. A total of 221 questionnaires were distributed to the public. Following data collection, the obtained data is analyzed using SPSS software. Additionally, this paper offers insights into the current state of Starbucks in Malaysia and proposes practical actions to enhance service quality. The objective is to not only attract and retain customers but also cultivating customer loyalty within the competitive coffee chain industry. By focusing on the SERVQUAL model, this research seeks to identify the key dimensions of service quality that significantly impact customer loyalty. These insights are essential for Starbucks to make informed decisions and implement effective strategies to elevate its service quality. INTI International University 2024-08 Article PeerReviewed text en cc_by_4 http://eprints.intimal.edu.my/1964/1/506 Darren Chan, Chee Shern and Tio, Fang Kee and Chua, Siew Woon and Soon, Shi Wen and Pok, Wei Lun and Mohammad, Farajnezhad (2024) Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia. Journal of Business and Social Sciences, 2024 (02). pp. 1-10. ISSN 2805-5187 http://ipublishing.intimal.edu.my/jobss.html |
| spellingShingle | H Social Sciences (General) HD28 Management. Industrial Management HF Commerce Darren Chan, Chee Shern Tio, Fang Kee Chua, Siew Woon Soon, Shi Wen Pok, Wei Lun Mohammad, Farajnezhad Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia |
| title | Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia |
| title_full | Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia |
| title_fullStr | Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia |
| title_full_unstemmed | Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia |
| title_short | Customer Service Management on Enhancing Customer Loyalty in Food and Beverage Industry: Case Study of Starbucks Malaysia |
| title_sort | customer service management on enhancing customer loyalty in food and beverage industry: case study of starbucks malaysia |
| topic | H Social Sciences (General) HD28 Management. Industrial Management HF Commerce |
| url | http://eprints.intimal.edu.my/1964/ http://eprints.intimal.edu.my/1964/ http://eprints.intimal.edu.my/1964/1/506 |