Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
Complaint behaviour in restaurant service industry is remarkably known. This study empirically investigates the attitudes, causes to complaints in restaurants and most importantly the customer complaints behaviour in restaurant services. Personally administered questionnaire was used and through a...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
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Universiti Teknologi MARA, Pulau Pinang
2014
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| Online Access: | https://ir.uitm.edu.my/id/eprint/11979/ |
| _version_ | 1848803087651700736 |
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| author | Zainol, Noorliza Ahmad Rozali, Abdul Rahman Razali, Muhammad Azli Aizat Bashir, Muhammad Arif Tazijan, Farina Nozakiah |
| author_facet | Zainol, Noorliza Ahmad Rozali, Abdul Rahman Razali, Muhammad Azli Aizat Bashir, Muhammad Arif Tazijan, Farina Nozakiah |
| author_sort | Zainol, Noorliza |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Complaint behaviour in restaurant service industry is remarkably known. This study empirically investigates the attitudes, causes to complaints in restaurants and most importantly the customer complaints behaviour in restaurant
services. Personally administered questionnaire was used and through a series of analyses from frequencies, descriptive to inferential statistics, some useful insights or predictors on the issues of interest were obtained. The findings indicate that majority of the restaurant customers are clearly concerned about the services that they have experienced in restaurant thus disappointed services will usually turn out to be complaints. |
| first_indexed | 2025-11-14T21:33:40Z |
| format | Article |
| id | uitm-11979 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:33:40Z |
| publishDate | 2014 |
| publisher | Universiti Teknologi MARA, Pulau Pinang |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-119792016-07-26T09:15:06Z https://ir.uitm.edu.my/id/eprint/11979/ Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.] esteem Zainol, Noorliza Ahmad Rozali, Abdul Rahman Razali, Muhammad Azli Aizat Bashir, Muhammad Arif Tazijan, Farina Nozakiah Malaysia Consumer complaints. Complaint letters Malaysia Restaurants, cafeterias, tearooms, etc. Complaint behaviour in restaurant service industry is remarkably known. This study empirically investigates the attitudes, causes to complaints in restaurants and most importantly the customer complaints behaviour in restaurant services. Personally administered questionnaire was used and through a series of analyses from frequencies, descriptive to inferential statistics, some useful insights or predictors on the issues of interest were obtained. The findings indicate that majority of the restaurant customers are clearly concerned about the services that they have experienced in restaurant thus disappointed services will usually turn out to be complaints. Universiti Teknologi MARA, Pulau Pinang 2014 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/11979/1/AJ_NOORLIZA%20ZAINOL%20EAJ%2014.pdf Zainol, Noorliza and Ahmad Rozali, Abdul Rahman and Razali, Muhammad Azli and Aizat Bashir, Muhammad Arif and Tazijan, Farina Nozakiah (2014) Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]. (2014) Esteem Academic Journal <https://ir.uitm.edu.my/view/publication/Esteem_Academic_Journal.html>, 10 (2). pp. 10-19. ISSN 1675-7939 |
| spellingShingle | Malaysia Consumer complaints. Complaint letters Malaysia Restaurants, cafeterias, tearooms, etc. Zainol, Noorliza Ahmad Rozali, Abdul Rahman Razali, Muhammad Azli Aizat Bashir, Muhammad Arif Tazijan, Farina Nozakiah Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.] |
| title | Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.] |
| title_full | Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.] |
| title_fullStr | Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.] |
| title_full_unstemmed | Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.] |
| title_short | Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.] |
| title_sort | assessing customer complaints behaviour towards services delivered in restaurant / noorliza zainol ... [et al.] |
| topic | Malaysia Consumer complaints. Complaint letters Malaysia Restaurants, cafeterias, tearooms, etc. |
| url | https://ir.uitm.edu.my/id/eprint/11979/ |