Service Quality, Food Quality, Image and Customer loyalty: An Empirical Study at a Hotel Restaurant
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2018, Vol 8, Issue 10
Abstract
This study investigates the relationship of service quality, food quality and image on customer loyalty at a hotel restaurant in Terengganu, Malaysia. A cross-sectional, quantitative approach consists of questionnaire was employed. Measures of service quality, food quality, image and customer loyalty were administered using convenience sample. A total of 231 usable data was analyzed using multiple regression. Food quality, service quality and image had significant contribution on customer loyalty (p < .001). It revealed that service quality made the largest unique contribution (?=.426), followed by image (?=.251) and food quality (?=.234). Improving food quality, service quality and image are not only enhancing customer loyalty, but helps to improve the restaurant’s reputation and enhance sustainability.
Authors and Affiliations
Mohd Aliff Abdul Majid, Azlina Samsudin, Mohd Hazrin Iman Noorkhizan, Mohd Izwan Mohd Zaki, Arma Mohd Faizal Abu Bakar
Keywords
Related Articles
- EP ID EP574075
- DOI 10.6007/IJARBSS/v8-i10/5310
- Views 54
- Downloads 0
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