Factors impacting customer satisfaction in the hotel restaurant at Kota Kinabalu, Sabah: a study of hotel restaurant attributes

Marry Tracy Pawan (2019) Factors impacting customer satisfaction in the hotel restaurant at Kota Kinabalu, Sabah: a study of hotel restaurant attributes. Malaysian Journal of Business and Economics (MJBE), 6. pp. 99-107. ISSN 2289-6856 (P-ISSN) , 2289-8018 (E-ISSN)

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Abstract

The purpose of this research was to access the influence of hotel restaurant attributes towards customer satisfaction in the hotel restaurant. In this paper, three of the hotel restaurant attributes will be discussed. The main objectives of this study are to examine the relationship between food quality, service quality and atmosphere towards customer satisfaction in the hotel restaurant. This study using a quantitative approach and questionnaire has been distributed to the respondents who have dined in at the hotel restaurant in the Kota Kinabalu area. Meanwhile, the data for this study will be analyzed using Partial Least Square via Structural Equation Modelling. The result shows that food quality, service quality and atmosphere have a significant effect on customer satisfaction. This study will assist the hotel industry in Kota Kinabalu as generally in obtaining a better picture of the key factor that determines customer satisfaction to stay competitive with another freestanding restaurant.

Item Type: Article
Uncontrolled Keywords: Customer satisfaction , Food quality , Service quality , Atmosphere , Hotel Restaurant Attributes
Subjects: H Social Sciences > HB Economic theory. Demography
H Social Sciences > HD Industries. Land use. Labor
Divisions: FACULTY > Faculty of Business, Economics and Accounting
Depositing User: SITI AZIZAH BINTI IDRIS -
Date Deposited: 27 Jul 2021 07:06
Last Modified: 27 Jul 2021 07:06
URI: http://eprints.ums.edu.my/id/eprint/29395

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