RESTSERV: restaurant service quality model for Malaysia / Ishmael Kelvin Jensen, Sharina Osman and Che Rosmawati Che Mat

This paper aimed to assess the culture, cultural value, and service quality perceptions of Malaysians in the restaurant industry. The literature review revealed culture and value are separate factors, but they are related to service quality. A 32-item Likert scale questionnaire was developed and dis...

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Main Authors: Jensen, Ishmael Kelvin, Osman, Sharina, Che Mat, Che Rosmawati
Format: Article
Language:English
Published: UiTM Press 2024
Subjects:
Online Access:https://ir.uitm.edu.my/id/eprint/107298/1/107298.pdf
https://ir.uitm.edu.my/id/eprint/107298/
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spelling my.uitm.ir.1072982024-12-05T06:45:06Z https://ir.uitm.edu.my/id/eprint/107298/ RESTSERV: restaurant service quality model for Malaysia / Ishmael Kelvin Jensen, Sharina Osman and Che Rosmawati Che Mat smrj Jensen, Ishmael Kelvin Osman, Sharina Che Mat, Che Rosmawati Quality control. Standards Restaurants, cafeterias, tearooms, etc. This paper aimed to assess the culture, cultural value, and service quality perceptions of Malaysians in the restaurant industry. The literature review revealed culture and value are separate factors, but they are related to service quality. A 32-item Likert scale questionnaire was developed and distributed to Malaysian restaurants in the peninsular and East Malaysia. A total of 396 participants responded to the questionnaires. After thorough examinations of the research instrument through SmarthPLS, findings revealed six items were dropped, and all variables met the accepted criteria. Thus, this paper has developed RESTSERV, as a tool to measure service quality in the Malaysian restaurant industry. UiTM Press 2024-11 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/107298/1/107298.pdf RESTSERV: restaurant service quality model for Malaysia / Ishmael Kelvin Jensen, Sharina Osman and Che Rosmawati Che Mat. (2024) Social and Management Research Journal (SMRJ) <https://ir.uitm.edu.my/view/publication/Social_and_Management_Research_Journal_=28SMRJ=29/>, 21 (2): 10. pp. 133-145. ISSN 0128-1089
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Quality control. Standards
Restaurants, cafeterias, tearooms, etc.
spellingShingle Quality control. Standards
Restaurants, cafeterias, tearooms, etc.
Jensen, Ishmael Kelvin
Osman, Sharina
Che Mat, Che Rosmawati
RESTSERV: restaurant service quality model for Malaysia / Ishmael Kelvin Jensen, Sharina Osman and Che Rosmawati Che Mat
description This paper aimed to assess the culture, cultural value, and service quality perceptions of Malaysians in the restaurant industry. The literature review revealed culture and value are separate factors, but they are related to service quality. A 32-item Likert scale questionnaire was developed and distributed to Malaysian restaurants in the peninsular and East Malaysia. A total of 396 participants responded to the questionnaires. After thorough examinations of the research instrument through SmarthPLS, findings revealed six items were dropped, and all variables met the accepted criteria. Thus, this paper has developed RESTSERV, as a tool to measure service quality in the Malaysian restaurant industry.
format Article
author Jensen, Ishmael Kelvin
Osman, Sharina
Che Mat, Che Rosmawati
author_facet Jensen, Ishmael Kelvin
Osman, Sharina
Che Mat, Che Rosmawati
author_sort Jensen, Ishmael Kelvin
title RESTSERV: restaurant service quality model for Malaysia / Ishmael Kelvin Jensen, Sharina Osman and Che Rosmawati Che Mat
title_short RESTSERV: restaurant service quality model for Malaysia / Ishmael Kelvin Jensen, Sharina Osman and Che Rosmawati Che Mat
title_full RESTSERV: restaurant service quality model for Malaysia / Ishmael Kelvin Jensen, Sharina Osman and Che Rosmawati Che Mat
title_fullStr RESTSERV: restaurant service quality model for Malaysia / Ishmael Kelvin Jensen, Sharina Osman and Che Rosmawati Che Mat
title_full_unstemmed RESTSERV: restaurant service quality model for Malaysia / Ishmael Kelvin Jensen, Sharina Osman and Che Rosmawati Che Mat
title_sort restserv: restaurant service quality model for malaysia / ishmael kelvin jensen, sharina osman and che rosmawati che mat
publisher UiTM Press
publishDate 2024
url https://ir.uitm.edu.my/id/eprint/107298/1/107298.pdf
https://ir.uitm.edu.my/id/eprint/107298/
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score 13.222552