Proceedings of the Business Innovation and Engineering Conference 2020 (BIEC 2020)

Factors Influencing Service Quality in Restaurant Business: A Case of SME Bank Cafeteria

Authors
Siti Zakiah Abu Bakar, Choo Chun Hoong
Corresponding Author
Siti Zakiah Abu Bakar
Available Online 28 July 2021.
DOI
https://doi.org/10.2991/aebmr.k.210727.008How to use a DOI?
Keywords
service quality, customer satisfaction, food quality, price, physical environment
Abstract

Many restaurant businesses have faced demise due to stiff competition. Competition is more aggressive due to the emerging of on-line food services and the changing food preferences among consumers. Due to the increasing competition, ‘survival of the fittest’ will be those who could understand the factors that may influence customers’ satisfaction. Therefore, this study explores what is deemed important by customers in restaurant service. Restaurant service quality are food quality, price, and physical environment. To conduct the research, a survey in the form of online questionnaire was distributed to the resident in hostel SME Bank. A total of 100 respondents which from both genders and from different races participated in this study. The key dimensions of food quality, price, physical environment, and customer satisfaction were identified through literature. From the result of the data, it shows that the food quality is the most important factor which impacts on customer’s satisfactions. However, the physical environment is not significant variable of customers satisfaction. Cafeteria owner of SME Bank Cafeteria should pay more attention on food quality and price adjustment to improve the customer satisfaction. Findings from this research provide a useful suggestion in the area of customer satisfaction with the specific interest in restaurant business.

Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the Business Innovation and Engineering Conference 2020 (BIEC 2020)
Series
Advances in Economics, Business and Management Research
Publication Date
28 July 2021
ISBN
978-94-6239-409-4
ISSN
2352-5428
DOI
https://doi.org/10.2991/aebmr.k.210727.008How to use a DOI?
Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Siti Zakiah Abu Bakar
AU  - Choo Chun Hoong
PY  - 2021
DA  - 2021/07/28
TI  - Factors Influencing Service Quality in Restaurant Business: A Case of SME Bank Cafeteria
BT  - Proceedings of the Business Innovation and Engineering Conference 2020 (BIEC 2020)
PB  - Atlantis Press
SP  - 41
EP  - 45
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.210727.008
DO  - https://doi.org/10.2991/aebmr.k.210727.008
ID  - Bakar2021
ER  -