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You searched Library Catalogue - Author: Ong, Sham Enn
Call Number (WOU) SP CEMBA 2017 28
Author Lau, Yoke See
Title The study of customer satisfaction at Nando’s Restaurant in Malaysia. / Lau Yoke See.
Abstract The ever increasing of globalization of service oriented businesses necessity to give greatest attention to customer satisfaction transcending from multi-cultural society. Fast Food industry is simply one of the largest and fast moving consumable food among Malaysian due to abundance of affordable choices of food that are easily available. The focus of this study is to investigate on the customer satisfaction post dining experience at Nando’s outlet within Klang Valley only partly due to limited time constrains. Food Quality and Service Quality subset consisting of Assurance, Empathy, Reliability, Responsiveness and Environment were chosen to test the correlation and relationship with Customer Satisfaction. Demographic factor namely the Income level, Age and Re-visit Intention were also tested to find whether there is a correlation and relationship that influence customer satisfaction. Survey questionnaires were delivered to respondents using 5-likert scale point to collect the data. Subsequently, various quantitative tools used to test and analyse those independent variables were Pearson Correlation, Multiple Regression Analysis, ANOVA, Correlation Coefficient and Scatter Plot were carry out using SPSS. Results reveals Food Quality, Assurance, Empathy, Reliability, Responsiveness, Environment and Re-visit Intention found to be have a significant strong correlation and positive relationship with Customer Satisfaction. Meanwhile, the results for Income level (Occupation and Education) with a downward negative linear relationship but for age linear relationship could not be determined. There are several recommendations Nando’s can adopt in order to improve their Food Quality and Service Quality performance. Establishment of effective food safety system and programme govern under Food Act 1983 and Food Regulation Act 1985 dealing with perishable goods and food hygiene is extremely important. Improvement on quality control and inspection in the kitchen section on a daily basis to ensure the food is cook to perfection and freshly served. Reducing spiciness for kids’ menu especially for younger children will allow both children and parents enjoy their meals together as a family. As for Service Quality, standardization of services in all outlets, behaviour, mannerism, reliability and dependable of services such as long waiting time during lunch and dinner hours, alertness and responsiveness of the employees, high turnover of staffs can be improved by setting up a task force team to dealt with the daily operations issues especially on poor services. Quality effort of QFD must be in place or enhance further. TQM on effective training conducted by the Manager or Supervisors to help employees to solve problems and complaints, improve on communication channel, mutual team work, understanding of policies and procedures to deliver high quality service is expected. Manager and Supervisor role to carry out supervisory and monitoring of front house and back house to achieve a smooth and efficient operation. HRM role in assisting the management in carry out the “Person-Job-Fit” before calling for a job interview enable to hire the best candidate with good working behaviour to fit the job and to reduce poor and inconsistency on overall service quality an effort to minimises customer dissatisfaction in all the outlets.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2017.
Subject Customer satisfaction.

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