Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa

Customer satisfaction has become an important issues for fast food restaurants. The purpose of this research is to study the customer's satisfaction towards the food quality, service quality, perceived value and customer satisfaction towards Kentucky Fried Chicken (KFC) in Bandar Hilir, Melaka....

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Main Authors:	Mohd Zakaria, Asnida, Kudus, Norfatira, Musa, Nurul Fisha
Format:	Student Project
Language:	English
Published:	Faculty of Hotel and Tourism Management 2015
Online Access:	http://ir.uitm.edu.my/id/eprint/17208/ http://ir.uitm.edu.my/id/eprint/17208/2/PPb_ASNIDA%20MOHD%20ZAKARIA%20HM%2015_5.pdf

id	uitm-17208
recordtype	eprints
spelling	uitm-172082019-08-09T03:22:20Z http://ir.uitm.edu.my/id/eprint/17208/ Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa Mohd Zakaria, Asnida Kudus, Norfatira Musa, Nurul Fisha Customer satisfaction has become an important issues for fast food restaurants. The purpose of this research is to study the customer's satisfaction towards the food quality, service quality, perceived value and customer satisfaction towards Kentucky Fried Chicken (KFC) in Bandar Hilir, Melaka. The research methodology used in this study was convenient sampling technique where 370 respondents were where chosen to answer the questionnaire.Besides on findings and data analysis, most of the customers are satisfied with the service quality at the KFC in Bandar Hilir, Melaka, these have been concluded in a DINESERV. The factors that influence customer satisfaction are tangibles, assurance, reliability, responsiveness and empathy. After that, the second most of the customers are satisfied with the perceived value or the price of the KFC itself. This has been found in data analysis. Other than that, the researcher is also able to give some recommendations and suggestions on how to improve and increase customer satisfaction of the customer after the analysis, findings and interpretation.This study will identify their weaknesses in order to achieve customer's satisfaction. The researcher hopes that this study could help this organization to overcome their problem so that they can maintain their established named as the one of the well known fast food in Bandar Hilir, Melaka also in Malaysia. Faculty of Hotel and Tourism Management 2015 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17208/2/PPb_ASNIDA%20MOHD%20ZAKARIA%20HM%2015_5.pdf Mohd Zakaria, Asnida and Kudus, Norfatira and Musa, Nurul Fisha (2015) Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
description	Customer satisfaction has become an important issues for fast food restaurants. The purpose of this research is to study the customer's satisfaction towards the food quality, service quality, perceived value and customer satisfaction towards Kentucky Fried Chicken (KFC) in Bandar Hilir, Melaka. The research methodology used in this study was convenient sampling technique where 370 respondents were where chosen to answer the questionnaire.Besides on findings and data analysis, most of the customers are satisfied with the service quality at the KFC in Bandar Hilir, Melaka, these have been concluded in a DINESERV. The factors that influence customer satisfaction are tangibles, assurance, reliability, responsiveness and empathy. After that, the second most of the customers are satisfied with the perceived value or the price of the KFC itself. This has been found in data analysis. Other than that, the researcher is also able to give some recommendations and suggestions on how to improve and increase customer satisfaction of the customer after the analysis, findings and interpretation.This study will identify their weaknesses in order to achieve customer's satisfaction. The researcher hopes that this study could help this organization to overcome their problem so that they can maintain their established named as the one of the well known fast food in Bandar Hilir, Melaka also in Malaysia.
format	Student Project
author	Mohd Zakaria, Asnida Kudus, Norfatira Musa, Nurul Fisha
spellingShingle	Mohd Zakaria, Asnida Kudus, Norfatira Musa, Nurul Fisha Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa
author_facet	Mohd Zakaria, Asnida Kudus, Norfatira Musa, Nurul Fisha
author_sort	Mohd Zakaria, Asnida
title	Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa
title_short	Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa
title_full	Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa
title_fullStr	Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa
title_full_unstemmed	Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa
title_sort	satisfaction towards fast food restaurant services: a case study of kfc in bandar hilir / asnida mohd zakaria , norfatira kudus and nurul fisha musa
publisher	Faculty of Hotel and Tourism Management
publishDate	2015
url	http://ir.uitm.edu.my/id/eprint/17208/ http://ir.uitm.edu.my/id/eprint/17208/2/PPb_ASNIDA%20MOHD%20ZAKARIA%20HM%2015_5.pdf
first_indexed	2023-09-18T22:57:47Z
last_indexed	2023-09-18T22:57:47Z
_version_	1777417970321981440

Satisfaction towards fast food restaurant services: a case study of KFC in Bandar Hilir / Asnida Mohd Zakaria , Norfatira Kudus and Nurul Fisha Musa

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