An evaluation of service quality in SME Bank cafeteria

• Main Authors: Choo, Chun Houng, Abu Bakar, Siti Zakiah
• Format: Article
• Language: English
• Published: Universiti Utara Malaysia 2020
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/28362/1/STMLGG%2002%2016%202020%2058-61.pdf; http://repo.uum.edu.my/28362/

Customer satisfaction is the customers overall feeling of contentment with a customer interaction. Many industries use the service quality to measure the customer satisfaction of their business. It is important to sustain the business and study the needs of the customer. However, SME Bank Cafeteria is the lack of a measurement to identify the customer satisfaction. Thus, a quantitative research of service quality to identify the customer satisfaction is implemented in SME Bank Cafeteria. The objective of this research is to investigate the relationship between service quality and customer satisfaction. The service quality measure in term of food quality, price and physical environment. A survey in the form of online questionnaire was distributed to the resident in hostel SME Bank. It has a total of 100 respondents who have completed the questionnaire which included male and female respondents from different races. The finding of the survey had been analysed by using IBM SPSS. This research found that all independent variables have a positive relationship with customer satisfaction. However, the physical environment of the restaurant does not have a significant effect. From the result of the data, it shows that the food quality is the most important factor which impacts on customer’s satisfaction. Pay more attention to food quality and price adjustment should be carried out on SME Bank Cafeteria. The findings of this research will provide a useful suggestion in the area of customer satisfaction with the specific interest in catering in the future.