Customer satisfaction: an empirical study at international fast food restaurant & local fast food restaurant.
The purpose of this study is to identify determinants that lead to customer satisfaction in both IFFR and LFFR. In order to achieve objectives, there were few variable used like ambiance, service quality and operation hour towards customer satisfaction in IFFR and LFFR. Quantitative method used to a...
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| Format: | Undergraduate Final Project Report |
| Published: |
2012
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| Online Access: | http://discol.umk.edu.my/id/eprint/5355/ |
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| Summary: | The purpose of this study is to identify determinants that lead to customer satisfaction in both IFFR and LFFR. In order to achieve objectives, there were few variable used like ambiance, service quality and operation hour towards customer satisfaction in IFFR and LFFR. Quantitative method used to analyze this research and questionnaires as research instrument, descriptive and pearson correlation used to data analyzed. Ambiance is the strongest variables for both IFFR and LFFR, compare with service quality. It can be concluded that customer satisfaction in essential for fast food restaurant, while ambiance is important element for fast food restaurant to maintain its business. It is expected that the findings of the study will bring extra knowledge to researcher in worldwide. |
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