Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]

Complaint behaviour in restaurant service industry is remarkably known. This study empirically investigates the attitudes, causes to complaints in restaurants and most importantly the customer complaints behaviour in restaurant services. Personally administered questionnaire was used and through a...

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Main Authors:	Zainol, Noorliza, Ahmad Rozali, Abdul Rahman, Razali, Muhammad Azli, Aizat Bashir, Muhammad Arif, Tazijan, Farina Nozakiah
Format:	Article
Language:	English
Published:	Universiti Teknologi MARA, Pulau Pinang 2014
Subjects:	Malaysia Consumer complaints. Complaint letters Restaurants, cafeterias, tearooms, etc.
Online Access:	http://ir.uitm.edu.my/id/eprint/11979/ http://ir.uitm.edu.my/id/eprint/11979/1/AJ_NOORLIZA%20ZAINOL%20EAJ%2014.pdf

id	uitm-11979
recordtype	eprints
spelling	uitm-119792016-07-26T09:15:06Z http://ir.uitm.edu.my/id/eprint/11979/ Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.] Zainol, Noorliza Ahmad Rozali, Abdul Rahman Razali, Muhammad Azli Aizat Bashir, Muhammad Arif Tazijan, Farina Nozakiah Malaysia Consumer complaints. Complaint letters Malaysia Restaurants, cafeterias, tearooms, etc. Complaint behaviour in restaurant service industry is remarkably known. This study empirically investigates the attitudes, causes to complaints in restaurants and most importantly the customer complaints behaviour in restaurant services. Personally administered questionnaire was used and through a series of analyses from frequencies, descriptive to inferential statistics, some useful insights or predictors on the issues of interest were obtained. The findings indicate that majority of the restaurant customers are clearly concerned about the services that they have experienced in restaurant thus disappointed services will usually turn out to be complaints. Universiti Teknologi MARA, Pulau Pinang 2014 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/11979/1/AJ_NOORLIZA%20ZAINOL%20EAJ%2014.pdf Zainol, Noorliza and Ahmad Rozali, Abdul Rahman and Razali, Muhammad Azli and Aizat Bashir, Muhammad Arif and Tazijan, Farina Nozakiah (2014) Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]. Esteem Academic Journal, 10 (2). pp. 10-19. ISSN 1675-7939
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Malaysia Consumer complaints. Complaint letters Malaysia Restaurants, cafeterias, tearooms, etc.
spellingShingle	Malaysia Consumer complaints. Complaint letters Malaysia Restaurants, cafeterias, tearooms, etc. Zainol, Noorliza Ahmad Rozali, Abdul Rahman Razali, Muhammad Azli Aizat Bashir, Muhammad Arif Tazijan, Farina Nozakiah Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
description	Complaint behaviour in restaurant service industry is remarkably known. This study empirically investigates the attitudes, causes to complaints in restaurants and most importantly the customer complaints behaviour in restaurant services. Personally administered questionnaire was used and through a series of analyses from frequencies, descriptive to inferential statistics, some useful insights or predictors on the issues of interest were obtained. The findings indicate that majority of the restaurant customers are clearly concerned about the services that they have experienced in restaurant thus disappointed services will usually turn out to be complaints.
format	Article
author	Zainol, Noorliza Ahmad Rozali, Abdul Rahman Razali, Muhammad Azli Aizat Bashir, Muhammad Arif Tazijan, Farina Nozakiah
author_facet	Zainol, Noorliza Ahmad Rozali, Abdul Rahman Razali, Muhammad Azli Aizat Bashir, Muhammad Arif Tazijan, Farina Nozakiah
author_sort	Zainol, Noorliza
title	Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
title_short	Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
title_full	Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
title_fullStr	Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
title_full_unstemmed	Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]
title_sort	assessing customer complaints behaviour towards services delivered in restaurant / noorliza zainol ... [et al.]
publisher	Universiti Teknologi MARA, Pulau Pinang
publishDate	2014
url	http://ir.uitm.edu.my/id/eprint/11979/ http://ir.uitm.edu.my/id/eprint/11979/1/AJ_NOORLIZA%20ZAINOL%20EAJ%2014.pdf
first_indexed	2023-09-18T22:48:47Z
last_indexed	2023-09-18T22:48:47Z
_version_	1777417403614887936

Assessing customer complaints behaviour towards services delivered in restaurant / Noorliza Zainol ... [et al.]

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