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Ressurection of kopitiam: The service quality measurement

Zainol, N. and Rozali, A. R. A. and Ngelambong, A. and Razali, M. A. and Tazijan, F. (2014) Ressurection of kopitiam: The service quality measurement. In: 2nd Tourism and Hospitality International Conference (THIC 2014), 5-6 November 2014, Langkawi, Malaysia.

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Kopitiam is known as Chinese coffee shop and has been establish since pre independence era. Resurrection of kopitiam has affected the food service industry especially in Malaysia. Modern concept and hygienic setting have been introduced by offering Malaysian Chinese cuisine.Local Malaysian Chinese cuisine, good facilities and well service offered tremendously emerged the kopitiam business to expand.This study was conducted to measure the service delivery in kopitiam. Furthermore, this study also aims to identify the customer perception towards the service delivery and their revisit intention. Service quality (SERVQUAL) variables such as tangible, reliability, responsiveness, assurance and empathy (Zeithaml & Bitner, 2009) were adopted to measure the service quality delivery. Through series of analyses, some useful insights or predictors on the issues of interest were obtained.The majority of the respondents agreed the service delivery in kopitiam is meeting their expectation and show their intention to revisit the kopitiam.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN:978-983-2078-83-8 Organized by: School of Tourism, Hospitality and Environmental Management, Universiti Utara Malaysia
Uncontrolled Keywords: Kopitiam Restaurant, Service Delivery, Service Quality (SERVQUAL), Customer Perception, Revisit Intention
Subjects: G Geography. Anthropology. Recreation > G Geography (General)
Divisions: College of Law, Government and International Studies
Depositing User: Mrs. Norazmilah Yaakub
Date Deposited: 08 Mar 2015 01:12
Last Modified: 08 Mar 2015 01:12

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