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You searched Library Catalogue - Author: Haswell, Stephen
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Call Number (WOU)
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SP CEMBA 2018 105
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Author
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Chow, Fook Sang
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Title
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A study of service quality dimensions which would impact customers retention & loyalty towards Nando’s Malaysia. / Chow Fook Sang.
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Abstract
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This research was conducted to study the service quality dimensions which would impact customers retention & loyalty towards Nando’s Malaysia. Competition in food & beverage industry had been getting intense between the existing player and worst still there are thousand new players entering the industry and the market share was diluted. Nando’s Malaysia was not spare from the competition despite being an established international brand in Malaysia for more than 20 years. Nando’s performance affected and was facing challenges from external factor and internal factor as well which had affected its regular customers satisfaction and importantly revisit intention. A research had been carried out and questionnaires was formulated based on the suggested independent variables of product quality, speed of service, brand name, price & promotion, store ambiance & look and technology. The analysis had shown there are significant relationship between product quality, price & promotion and store ambience & look and customer satisfaction, however speed of service, brand name and technology do not have significant relationship. Nando’s should have more in depth information from this research and to focus and improve on positive variables with precise strategy and target market based on the demographic with different tier programs.
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Notes
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Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA).
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Publisher/Year
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Penang : School of Business and Administration, Wawasan Open University, 2018.
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Subject
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Strategic planning -- Malaysia.
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