文章基本信息

标题：Service Quality, Food Quality, Image and Customer loyalty: An Empirical Study at a Hotel Restaurant
本地全文：下载
作者：Mohd Aliff Abdul Majid ; Azlina Samsudin ; Mohd Hazrin Iman Noorkhizan 等
期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2018
卷号：8
期号：10
页码：1432-1446
DOI：10.6007/IJARBSS/v8-i10/5310
语种：English
出版社：Human Resource Management Academic Research Society
摘要：This study investigates the relationship of service quality, food quality and image on customer loyalty at a hotel restaurant in Terengganu, Malaysia. A cross-sectional, quantitative approach consists of questionnaire was employed. Measures of service quality, food quality, image and customer loyalty were administered using convenience sample. A total of 231 usable data was analyzed using multiple regression. Food quality, service quality and image had significant contribution on customer loyalty (p < .001). It revealed that service quality made the largest unique contribution (β=.426), followed by image (β=.251) and food quality (β=.234). Improving food quality, service quality and image are not only enhancing customer loyalty, but helps to improve the restaurant’s reputation and enhance sustainability.