Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]
Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant ser...
| Main Authors: | , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Research Management Institute (RMI)
2009
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/13070/ |
| _version_ | 1848803231670468608 |
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| author | Voon, Boo Ho Kueh, Karen Meng Koon Unggah, Lois Chali, Raymond |
| author_facet | Voon, Boo Ho Kueh, Karen Meng Koon Unggah, Lois Chali, Raymond |
| author_sort | Voon, Boo Ho |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage.
In this respect, the determinants and consequences of restaurant service quality need to be well understood. This paper presents the customers’ perception of restaurant service quality for a sample of 342 restaurant customers in Malaysia. The results showed that customers were generally satisfied with the service quality, price and variety of food. Reliability received the highest ratings followed by tangibles and responsiveness. Restaurants serving Western cuisine were rated better than the restaurants serving local food. Customer-perceived restaurant service quality was significantly correlated with the customer satisfaction and loyalty. Age and ethnic background did not affect perception of foodservice quality whereas gender influenced perceptions of food variety and overall satisfaction. |
| first_indexed | 2025-11-14T21:35:58Z |
| format | Article |
| id | uitm-13070 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:35:58Z |
| publishDate | 2009 |
| publisher | Research Management Institute (RMI) |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-130702016-06-30T00:22:54Z https://ir.uitm.edu.my/id/eprint/13070/ Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.] smrj Voon, Boo Ho Kueh, Karen Meng Koon Unggah, Lois Chali, Raymond Marketing Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia Restaurant plays a key role in attracting tourists and hence contributes significantly to a country’s economy. Restaurant service quality should therefore be well managed and sustained to ensure continuous and increased patronage. In this respect, the determinants and consequences of restaurant service quality need to be well understood. This paper presents the customers’ perception of restaurant service quality for a sample of 342 restaurant customers in Malaysia. The results showed that customers were generally satisfied with the service quality, price and variety of food. Reliability received the highest ratings followed by tangibles and responsiveness. Restaurants serving Western cuisine were rated better than the restaurants serving local food. Customer-perceived restaurant service quality was significantly correlated with the customer satisfaction and loyalty. Age and ethnic background did not affect perception of foodservice quality whereas gender influenced perceptions of food variety and overall satisfaction. Research Management Institute (RMI) 2009 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/13070/1/AJ_VOON%20BOO%20HO%20SMRJ%2009%201.pdf Voon, Boo Ho and Kueh, Karen Meng Koon and Unggah, Lois and Chali, Raymond (2009) Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.]. (2009) Social and Management Research Journal (SMRJ) <https://ir.uitm.edu.my/view/publication/Social_and_Management_Research_Journal_=28SMRJ=29.html>, 6 (1). pp. 33-50. ISSN 1675-7017 https://smrj.uitm.edu.my/ |
| spellingShingle | Marketing Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia Voon, Boo Ho Kueh, Karen Meng Koon Unggah, Lois Chali, Raymond Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.] |
| title | Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.] |
| title_full | Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.] |
| title_fullStr | Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.] |
| title_full_unstemmed | Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.] |
| title_short | Customers’ perception of restaurant service quality : evidence from Malaysia / Voon Boo Ho ... [et al.] |
| title_sort | customers’ perception of restaurant service quality : evidence from malaysia / voon boo ho ... [et al.] |
| topic | Marketing Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia |
| url | https://ir.uitm.edu.my/id/eprint/13070/ https://ir.uitm.edu.my/id/eprint/13070/ |