ISSN 2394-5125
 

Research Article 


WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa.

Abstract
The purpose of this study is to measure the relationship of few other variables beside the core
business of full service restaurants that can satisfied customer. Large number of service providers with limited
market potential may lead to a tough competition among the industry players. Market outlook for the food and
beverages industry is expected to increase by 2 digits at 2021. As such, it is a must for service provider to
equipped themselves with additional value added services for a long term benefits. The study was conducted
using quantitative analysis using a cross sectional survey method. Questionnaires were distributed at 20 top full
service restaurants as highlighted and recommended by the Tripadvisor.com. 287 data were managed to be
collected based on non-probability sampling technique over 7 days of period. Data were collected from visitors
to the restaurant on voluntary basis. The results show that all three constructs were equally important in
influencing customer satisfaction. Today, the food business is not only about the cook but the environments,
services and quality. Such result indicates for an immediate action by the service provider to relook at their
marketing plans and strategy. They need to focus more on customers and make sure apprehend their
expectations. The result highlighted was based on survey made within Kuala Lumpur and the result could be
different based on geographic areas and type of customers. Kuala Lumpur is the capital city of Kuala Lumpur
where people are busy with their economy activities that lead to a popular demand of dine in restaurants. Unlike
other people in the small town could be living in less stress environments hence are more tolerable.

Key words: Restaurant industry, Atmospheric, Service quality, Food quality


 
ARTICLE TOOLS
Abstract
PDF Fulltext
How to cite this articleHow to cite this article
Citation Tools
Related Records
 Articles by Anis Abd Razak
Articles by Mohd Faizun Mohamad Yazid
Articles by Syafiqah Md Nayan
Articles by Siti Aisyah Esa
on Google
on Google Scholar


How to Cite this Article
Pubmed Style

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa. WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION. JCR. 2020; 7(16): 980-989. doi:10.31838/jcr.07.16.126


Web Style

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa. WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION. http://www.jcreview.com/?mno=4483 [Access: April 17, 2021]. doi:10.31838/jcr.07.16.126


AMA (American Medical Association) Style

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa. WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION. JCR. 2020; 7(16): 980-989. doi:10.31838/jcr.07.16.126



Vancouver/ICMJE Style

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa. WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION. JCR. (2020), [cited April 17, 2021]; 7(16): 980-989. doi:10.31838/jcr.07.16.126



Harvard Style

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa (2020) WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION. JCR, 7 (16), 980-989. doi:10.31838/jcr.07.16.126



Turabian Style

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa. 2020. WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION. Journal of Critical Reviews, 7 (16), 980-989. doi:10.31838/jcr.07.16.126



Chicago Style

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa. "WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION." Journal of Critical Reviews 7 (2020), 980-989. doi:10.31838/jcr.07.16.126



MLA (The Modern Language Association) Style

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa. "WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION." Journal of Critical Reviews 7.16 (2020), 980-989. Print. doi:10.31838/jcr.07.16.126



APA (American Psychological Association) Style

Anis Abd Razak, Mohd Faizun Mohamad Yazid, Syafiqah Md Nayan, Siti Aisyah Esa (2020) WINNING THE CUSTOMER HEART IN FULL SERVICE RESTAURANT COMPETITION. Journal of Critical Reviews, 7 (16), 980-989. doi:10.31838/jcr.07.16.126