A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan

Quick Service Restaurants (QSR) are restaurants that offer convenience and value services with specific characteristic both by their fast food cuisine and minimal table services. However, the service presented at many of QSR outlet are below the established standard of operation as well as not provi...

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Bibliographic Details
Main Authors:	Wan Sazali, Wan Nur Farhana, Mazlan, Maisarah
Format:	Student Project
Language:	English
Published:	Faculty of Hotel and Tourism Management 2013
Subjects:	Customer services. Customer relations Malaysia
Online Access:	http://ir.uitm.edu.my/id/eprint/20895/ http://ir.uitm.edu.my/id/eprint/20895/1/PPm_WAN%20NUR%20FARHANA%20WAN%20SAZALI%20HM%2013_5.pdf

id	uitm-20895
recordtype	eprints
spelling	uitm-208952018-07-30T00:52:43Z http://ir.uitm.edu.my/id/eprint/20895/ A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan Wan Sazali, Wan Nur Farhana Mazlan, Maisarah Customer services. Customer relations Malaysia Quick Service Restaurants (QSR) are restaurants that offer convenience and value services with specific characteristic both by their fast food cuisine and minimal table services. However, the service presented at many of QSR outlet are below the established standard of operation as well as not providing the least of waiting time for their customer. Previous studies have widely shown the effect of waiting time on customer service satisfaction and re-patronization. The aim of this study is to determine the QSR outlets perceived waiting time that associated with customer satisfaction and re-patronization especially in one of the famous quick service outlet i.e. Kentucky Fried Chicken (KFC), located in i-City section 7, Shah Alam, Selangor. Customers who dined in KFC outlet were solicited to fill up a set of questionnaire using self-administered questionnaire. The study framework of this case study is based on Theory of Reasoned Action by Ajzen and Fishbein (1980) which has been broadly applied in various researches in consumer behavior. The major findings of this study show that queuing design have an impact on re-patronization. Results of this study will help the QSR manager and management to understand the behavior of their customers, and take appropriate counteractive action to survive in this very aggressive industry. Faculty of Hotel and Tourism Management 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/20895/1/PPm_WAN%20NUR%20FARHANA%20WAN%20SAZALI%20HM%2013_5.pdf Wan Sazali, Wan Nur Farhana and Mazlan, Maisarah (2013) A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations Malaysia
spellingShingle	Customer services. Customer relations Malaysia Wan Sazali, Wan Nur Farhana Mazlan, Maisarah A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan
description	Quick Service Restaurants (QSR) are restaurants that offer convenience and value services with specific characteristic both by their fast food cuisine and minimal table services. However, the service presented at many of QSR outlet are below the established standard of operation as well as not providing the least of waiting time for their customer. Previous studies have widely shown the effect of waiting time on customer service satisfaction and re-patronization. The aim of this study is to determine the QSR outlets perceived waiting time that associated with customer satisfaction and re-patronization especially in one of the famous quick service outlet i.e. Kentucky Fried Chicken (KFC), located in i-City section 7, Shah Alam, Selangor. Customers who dined in KFC outlet were solicited to fill up a set of questionnaire using self-administered questionnaire. The study framework of this case study is based on Theory of Reasoned Action by Ajzen and Fishbein (1980) which has been broadly applied in various researches in consumer behavior. The major findings of this study show that queuing design have an impact on re-patronization. Results of this study will help the QSR manager and management to understand the behavior of their customers, and take appropriate counteractive action to survive in this very aggressive industry.
format	Student Project
author	Wan Sazali, Wan Nur Farhana Mazlan, Maisarah
author_facet	Wan Sazali, Wan Nur Farhana Mazlan, Maisarah
author_sort	Wan Sazali, Wan Nur Farhana
title	A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan
title_short	A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan
title_full	A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan
title_fullStr	A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan
title_full_unstemmed	A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan
title_sort	case study on perceived waiting time, customer satisfaction and repatronization at kentucky fried chicken (kfc), i-city, section 7, shah alam / wan nur farhana wan sazali and maisarah mazlan
publisher	Faculty of Hotel and Tourism Management
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/20895/ http://ir.uitm.edu.my/id/eprint/20895/1/PPm_WAN%20NUR%20FARHANA%20WAN%20SAZALI%20HM%2013_5.pdf
first_indexed	2023-09-18T23:05:26Z
last_indexed	2023-09-18T23:05:26Z
_version_	1777418450915819520

A case study on perceived waiting time, customer satisfaction and repatronization at Kentucky Fried Chicken (KFC), i-City, Section 7, Shah Alam / Wan Nur Farhana Wan Sazali and Maisarah Mazlan

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