Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry
The main objectives of this study were to identify
attributes that influence customer satisfaction and determine their
relationships with customer satisfaction. The variables included in
this research are place/ambience, food quality and service quality as
independent variables and customer satisfaction as the dependent
variable. A survey questionnaire which consisted of three parts to
measure demographic factors, independent variables, and dependent
variables was constructed based on items determined by past
research. 149 respondents from one of the well known hotel in Kuala
Lumpur, MALAYSIA were selected as a sample. Psychometric
testing was conducted to determine the reliability and validity of the
questionnaire. From the findings, there were positive significant
relationship between place/ambience (r=0.563**, p=0.000) and
service quality (r=0.544**, p=0.000) with customer satisfaction.
However, although relationship between food quality and customer
satisfaction was significant, it was in the negative direction (r=-
0.268**, p=0.001). New findings were discovered after conducting
this research and previous research findings were strengthened by the
results of this research. Future researchers could concentrate on
determining attributes that influence customer satisfaction when
cost/price is not a factor and reasons for place/ambience is currently
becoming the leading factor in determining customer satisfaction.
[1] Robinson, S. 1999. Measuring service quality: current thinking and
future requirements. Marketing Intelligence and Planning, 17, 21-32.
[2] Gupta, S., McLaughlin, E., and Gomez, M. 2007. Guest satisfaction and
restaurant performance. Cornell Hotel and Restaurant Administration
Quarterly, 48, 284.
[3] Pun, K.F., and Ho, K.Y. 2001. Identification of service quality attributes
for restaurant operations: a Hong Kong case. Journal of Managing
Service Quality, 11, 233-240. H. Poor, An Introduction to Signal
Detection and Estimation. New York: Springer-Verlag, 1985, ch. 4.
[4] Chen, F.P., Chen, C.K.N., and Chen, K.S. 2001. The integrated
evaluation model for administration quality based on service time.
Managing Service Quality, 11, 342-349.
[5] Aigbedo, H., and Parameswaran, R. 2004. Importance-performance
analysis for improving quality of campus food service. International
Journal of Quality & Reliability Management, 21, 876-896.
[6] Thongsamak, S. 2001. Service quality: Its measurement and relationship
with customer satisfaction. Research paper.
[7] Madanoglu, M. 2004. Validating restaurant service quality dimensions.
Journal of Foodservice Business Research, 7, 127-147
[8] Nicholls, J.A.F., Gilbert, G.R., and Roslow, S. 1998. Parsimonious
measurement of customer satisfaction with personal service and the
service setting. Journal of Consumer Marketing, 15, 239-253.
[9] Perlik, A. 2002. The un-cafeteria. Restaurants & Institutions, 21, 75.
[10] Andaleeb, S.S., and Conway, C. 2006. Customer satisfaction in the
restaurant industry: an examination of the transaction-specific model.
Journal of Service Marketing, 20, 3-11.
[11] Kivela, J., Reece, J., and Inbakaran, R. 1999. Consumer research in the
restaurant environment. Part 2: Research design and analytical methods.
International Journal of Contemporary Hospitality Management, 11,
269-286.
[12] Parasuraman, A., Zeithaml, V.A., and Berry, L.L. 1991. Perceived
service quality as a customer based performance measure: An empirical
examination of organizational barriers using an extended service quality
model. Human Resource Management, 30, 335-364.
[13] Jones, M.A., and Suh, J. 2000. Transaction-specific satisfaction and
overall satisfaction: an empirical analysis. Journal of Services
Marketing, 14, 147-159.
[14] Bartlett, J.E., and Han, F. 2007. Analysis of service quality in restaurants
in China: An eastern perspective. ABR & TLC Conference Proceedings.
[15] Soriano, D.R. 2002. Customers- expectations factors in restaurants. The
situation in Spain. International Journal of Quality & Reliability
Management, 19, 1055-1067.
[16] Kivela, J., Reece, J., and Inbakaran, R. 1999. Consumer research in the
restaurant environment. Part 2: Research design and analytical methods.
International Journal of Contemporary Hospitality Management, 11,
269-286.
[17] Nunally, J.C., and Bernstein, I.H. (1994). Psychometric Theory.
McGraw- Hill, New York.
[18] Hair, J.F., Anderson, R.E., Tathan, R.L., and Black, W.C. (1998).
Multivariate data analysis. New Jersey: Prentice Hall International, Inc.
[19] Kim, Y.S., Moreo, P.J., and Yeh, R.J.M. 2004. Customers- satisfaction
factors regarding university food court service. Journal of Foodservice
Business Research, 7, 97-110
[20] Hensley, R.L., and Sulek, J. 2007. Customer satisfaction with waits in
multi-stage services. Journal of Managing Service Quality, 17, 152-173.
[21] Weiss, R., Feinstein, A.H., and Dalbor, M. 2004. Customer satisfaction
of theme restaurant attributes and their influence on return intent.
Journal of Foodservice Business Research, 7, 23-41.
[1] Robinson, S. 1999. Measuring service quality: current thinking and
future requirements. Marketing Intelligence and Planning, 17, 21-32.
[2] Gupta, S., McLaughlin, E., and Gomez, M. 2007. Guest satisfaction and
restaurant performance. Cornell Hotel and Restaurant Administration
Quarterly, 48, 284.
[3] Pun, K.F., and Ho, K.Y. 2001. Identification of service quality attributes
for restaurant operations: a Hong Kong case. Journal of Managing
Service Quality, 11, 233-240. H. Poor, An Introduction to Signal
Detection and Estimation. New York: Springer-Verlag, 1985, ch. 4.
[4] Chen, F.P., Chen, C.K.N., and Chen, K.S. 2001. The integrated
evaluation model for administration quality based on service time.
Managing Service Quality, 11, 342-349.
[5] Aigbedo, H., and Parameswaran, R. 2004. Importance-performance
analysis for improving quality of campus food service. International
Journal of Quality & Reliability Management, 21, 876-896.
[6] Thongsamak, S. 2001. Service quality: Its measurement and relationship
with customer satisfaction. Research paper.
[7] Madanoglu, M. 2004. Validating restaurant service quality dimensions.
Journal of Foodservice Business Research, 7, 127-147
[8] Nicholls, J.A.F., Gilbert, G.R., and Roslow, S. 1998. Parsimonious
measurement of customer satisfaction with personal service and the
service setting. Journal of Consumer Marketing, 15, 239-253.
[9] Perlik, A. 2002. The un-cafeteria. Restaurants & Institutions, 21, 75.
[10] Andaleeb, S.S., and Conway, C. 2006. Customer satisfaction in the
restaurant industry: an examination of the transaction-specific model.
Journal of Service Marketing, 20, 3-11.
[11] Kivela, J., Reece, J., and Inbakaran, R. 1999. Consumer research in the
restaurant environment. Part 2: Research design and analytical methods.
International Journal of Contemporary Hospitality Management, 11,
269-286.
[12] Parasuraman, A., Zeithaml, V.A., and Berry, L.L. 1991. Perceived
service quality as a customer based performance measure: An empirical
examination of organizational barriers using an extended service quality
model. Human Resource Management, 30, 335-364.
[13] Jones, M.A., and Suh, J. 2000. Transaction-specific satisfaction and
overall satisfaction: an empirical analysis. Journal of Services
Marketing, 14, 147-159.
[14] Bartlett, J.E., and Han, F. 2007. Analysis of service quality in restaurants
in China: An eastern perspective. ABR & TLC Conference Proceedings.
[15] Soriano, D.R. 2002. Customers- expectations factors in restaurants. The
situation in Spain. International Journal of Quality & Reliability
Management, 19, 1055-1067.
[16] Kivela, J., Reece, J., and Inbakaran, R. 1999. Consumer research in the
restaurant environment. Part 2: Research design and analytical methods.
International Journal of Contemporary Hospitality Management, 11,
269-286.
[17] Nunally, J.C., and Bernstein, I.H. (1994). Psychometric Theory.
McGraw- Hill, New York.
[18] Hair, J.F., Anderson, R.E., Tathan, R.L., and Black, W.C. (1998).
Multivariate data analysis. New Jersey: Prentice Hall International, Inc.
[19] Kim, Y.S., Moreo, P.J., and Yeh, R.J.M. 2004. Customers- satisfaction
factors regarding university food court service. Journal of Foodservice
Business Research, 7, 97-110
[20] Hensley, R.L., and Sulek, J. 2007. Customer satisfaction with waits in
multi-stage services. Journal of Managing Service Quality, 17, 152-173.
[21] Weiss, R., Feinstein, A.H., and Dalbor, M. 2004. Customer satisfaction
of theme restaurant attributes and their influence on return intent.
Journal of Foodservice Business Research, 7, 23-41.
@article{"International Journal of Business, Human and Social Sciences:64472", author = "Dayang Nailul Munna Abang Abdullah and Francine Rozario", title = "Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry", abstract = "The main objectives of this study were to identify
attributes that influence customer satisfaction and determine their
relationships with customer satisfaction. The variables included in
this research are place/ambience, food quality and service quality as
independent variables and customer satisfaction as the dependent
variable. A survey questionnaire which consisted of three parts to
measure demographic factors, independent variables, and dependent
variables was constructed based on items determined by past
research. 149 respondents from one of the well known hotel in Kuala
Lumpur, MALAYSIA were selected as a sample. Psychometric
testing was conducted to determine the reliability and validity of the
questionnaire. From the findings, there were positive significant
relationship between place/ambience (r=0.563**, p=0.000) and
service quality (r=0.544**, p=0.000) with customer satisfaction.
However, although relationship between food quality and customer
satisfaction was significant, it was in the negative direction (r=-
0.268**, p=0.001). New findings were discovered after conducting
this research and previous research findings were strengthened by the
results of this research. Future researchers could concentrate on
determining attributes that influence customer satisfaction when
cost/price is not a factor and reasons for place/ambience is currently
becoming the leading factor in determining customer satisfaction.", keywords = "Ambience, Customer Satisfaction, Food Quality,
Service Quality.", volume = "3", number = "5", pages = "565-6", }