The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur
| Main Author: | |
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| Format: | Thesis |
| Language: | English |
| Published: |
2013
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| Subjects: | |
| Online Access: | https://ir.upsi.edu.my/detailsg.php?det=11348 |
| Abstract | Abstract here |
| _version_ | 1855626243079143424 |
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| author | Mohd Nazri Abdul Raji |
| author_facet | Mohd Nazri Abdul Raji |
| author_sort | Mohd Nazri Abdul Raji |
| description | |
| format | Thesis |
| id | upsi-11348 |
| institution | Universiti Pendidikan Sultan Idris |
| language | English |
| publishDate | 2013 |
| record_format | sWADAH |
| record_pdf | Restricted |
| spelling | upsi-113482024-08-28 The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur 2013 Mohd Nazri Abdul Raji HF Commerce <p>To date, popularity of Malay upscale restaurant is still outshined by other</p><p>international full service restaurant that comes from different part of the world such as American,</p><p>Mexican, Siamese, Spanish, French, Korean, Japanese and others. Basically the highly demand</p><p>towards international full service restaurant has made local restaurants particularly Malay full</p><p>service restaurants trying to be a player and taking a share of this market. This study focuses on</p><p>the analyzing the influence of customer perceived value and perceived service performance on</p><p>customer satisfaction to Malay upscale restaurants in Kuala Lumpur. It looks at the dimension in</p><p>perceived value on emotional responses, monetary price, behavioral price and reputation.</p><p>Meanwhile, the dimension in perceived service performance looks on physical environment</p><p>quality, interactional quality and outcome quality.</p><p>A total of 5 Malay upscale restaurants were chosen and 170 customers participated in this study.</p><p>Data were collected through self-administered questionnaires. Descriptive statistics, reliability</p><p>analysis, Pearson correlation and multiple analyses were used in the data analysis. Findings showed</p><p>that perceived service performance has a high contribution ( =0.726, p<0.01) and determined as the</p><p>most significant influence on customer satisfaction. The beta value for perceived value W=0.646,</p><p>p<0.01) was also high which indicated that it made some contribution on customer satisfaction.</p><p>Keyword : Malay food, upscale restaurant, perceived value, perceived service</p><p>performance, customer satisfaction.</p><p></p> 2013 thesis https://ir.upsi.edu.my/detailsg.php?det=11348 https://ir.upsi.edu.my/detailsg.php?det=11348 text eng N/A openAccess Masters Perpustakaan Tuanku Bainun Fakulti Teknikal dan Vokasional N/A |
| spellingShingle | HF Commerce Mohd Nazri Abdul Raji The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur |
| thesis_level | Master |
| title | The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur |
| title_full | The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur |
| title_fullStr | The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur |
| title_full_unstemmed | The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur |
| title_short | The influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in Kuala Lumpur |
| title_sort | influence of customer perceived value and perceived service performance on customer satisfaction to malay upscale restaurants in kuala lumpur |
| topic | HF Commerce |
| url | https://ir.upsi.edu.my/detailsg.php?det=11348 |
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