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Factors affecting customers' satisfaction in Arabic restaurants

Omar, M.S. and Ariffin, H. F. and Ahmad, Rozila (2014) Factors affecting customers' satisfaction in Arabic restaurants. In: 2nd Tourism and Hospitality International Conference (THIC 2014), 5-6 November 2014, Langkawi, Malaysia.

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Restaurant concept plays an important role in establishing and running a business.This study focuses on the factors affecting customers‟ satisfaction in Arabic restaurants.There are two objectives of this research: 1. to examine the relationships between food quality, service quality, and restaurant ambience with customer satisfaction 2. to determine which restaurant attribution that highly influence customers‟ satisfaction in Arabic restaurants.The data have been collected through sets of questionnaire answered by 411 respondents who are Arabic restaurant customers in Shah Alam, Selangor, Malaysia.The result shows that all variables have relationships with customers' satisfaction.The result also indicates restaurant ambiance attributes the most to customer satisfaction. Managerial implications, limitations and future research directions are also discussed.

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: customers‟ satisfaction, food quality, restaurant ambience, service quality.
Subjects: G Geography. Anthropology. Recreation > G Geography (General)
Divisions: College of Law, Government and International Studies
Depositing User: Dr. Rozila Ahmad
Date Deposited: 08 Mar 2015 06:48
Last Modified: 08 Mar 2015 06:48

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