A Survey On The Customer Satisfaction Towards Customer Service In Penang's Cafeteria
The main purpose of this study was to determine the perception of customer service in Penang's cafeteria and their satisfaction among 108 respondents from different Penang's cafeterias and companies, and across these factors: Quality of the food, Cost/Value of the food, Cafeteria Staff,...
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| Main Author: | |
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| Format: | Thesis |
| Language: | English English |
| Published: |
2008
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| Subjects: | |
| Online Access: | http://etd.uum.edu.my/338/1/Suo_Qiang.pdf http://etd.uum.edu.my/338/2/Suo_Qiang.pdf http://etd.uum.edu.my/338/ |
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| Summary: | The main purpose of this study was to determine the perception of customer
service in Penang's cafeteria and their satisfaction among 108 respondents
from different Penang's cafeterias and companies, and across these factors:
Quality of the food, Cost/Value of the food, Cafeteria Staff, Atmosphere. The
study also investigated differences in customer satisfaction in demographic
variables: age and gender. In assessing customer satisfaction, a questionnaire
developed by Dallbolkar et.al. (1996) and Reid and Gundlach (1984) was
adopted in the research. Statistical tools used were frequency counts,
percentages, mean, Pearson's r., T-test and One-Way ANOVA. Analyses were
done using the SPSS for Windows (Version 12.0) computer software and set at
0.05 level of significance.
The overall customcr satisfaction is "good". In this case quality of food (sig =
.042) and the atmosphere of the cafeteria (sig=.039) are the variables that make
significant unique contribution towards prediction of the dependent variable.
Cost/value of the food (sig=.356) and cafeteria staff (sig=.869) must be
improved. They should continue to provide the better service and strive
further to improve the quality of service, as service quality can be used as a
strategy to gain competitive advantages. |
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