The Impact of Service Quality on Customers’ positive Word of Mouth towards Food Truck Business in Malaysia
Journal Title: International Journal of Academic Research in Business and Social Sciences - Year 2019, Vol 8, Issue 9
Abstract
This study investigates the elements which contribute to service quality for customers’ positive words of mouth towards the food trucks business in Klang Valley, Malaysia. The study examines whether the quality dimensions included in the SERVQUAL model apply in a local food trucks environment, specifically in Klang Valley. A total of 199 respondents have been surveyed using a structured questionnaire with 30 Likert-type scale adapted from the Parasuraman’s SERVQUAL instrument (1988) and the original list of service quality dimensions provided by Zeithaml et al. (1990). The findings show that dimensions such as courtesy and competence of the personnel, communication and transactions, knowing and understanding the customer, accuracy and speed of service have a significant importance to customers positive words of mouth while availability of tangible dimension were revealed to have a low relationship in comparison to other dimensions suggesting that food trucks owners should pay more attention to the dimensions of tangible awareness that will enhance customer positive word of mouth. This study also supports the argument in past literature that has deliberated quality as an important predictor of customer behavior.
Authors and Affiliations
Haliza Mohd Said, Ahmad Faizal Md Sukarno, Zaid Abdul Razak, Siti Bayaah Ahmad, Safiah Rashid
Keywords
Related Articles
- EP ID EP571108
- DOI 10.6007/IJARBSS/v8-i9/4872
- Views 47
- Downloads 0
Community-Based Learning Center of Renewable Energy Sources for Indigenous Education
Renewable energy based Community Learning Center (CLC) has an impact in the indigenous people’s education development, especially those in remote areas. The aim of the program is to provide electricity in order to access...
The Influence of Transformational Leadership on Personal Branding through the Learning Organization and Consideration of Future Consequences
This study aims to analyze the direct and indirect effects of transformational leadership on personal branding through the learning organization and consideration of future consequences. The research was undertaken at a...
A Review on Rainfall Erosivity (R factor) in Universal Soil Loss Equation
Land degradation caused by soil erosion by water can endanger the environment around the world. The estimation of soil erosion rates is mainly dependent on modeling rainfall erosivity, land use changes and influences of...
Embracing the Need of Employee Creativity and Innovation: A Study of Selected Government Linked Companies (GLCs)
The ability of employees to become creative and innovate is significant in gaining competitive advantages. Many studies have highlighted the significant and the need for employee creativity and innovation for organisatio...
Corporate Past and Attitude towards Corporate Social Responsibility: Impact on Brand Identity
Corporate past and attitude can play an important role in corporate social responsibility (CSR) communications as a trust and credibility factor especially in todays’ world where the technology revolutionized the communi...