6 0 obj /GS7 61 0 R >> /Type /StructElem This article analyses customer satisfaction with logistics services; however, considerable attention is paid specifically on their quality. /X9 38 0 R 5 0 obj /XObject << >> /CS /DeviceRGB /CS /DeviceRGB 1062 0 R 1062 0 R 1063 0 R 1063 0 R 1064 0 R 1064 0 R 1065 0 R 1065 0 R 1066 0 R 1066 0 R /Resources << << /Image16 63 0 R They are as follows: 1) To investigate the relationship between service quality, food quality and perceived value and customer satisfaction in the fast food industry in Malaysia. /F7 59 0 R /Parent 2 0 R FACTORS INFLUENCING CUSTOMER LOYALTY IN AIRLINE … /StructParents 11 /Artifact /Sect /XObject << /Group << /F3 55 0 R /MediaBox [0 0 594.95996 840.95996] 4 0 obj 1028 0 R] /Parent 2 0 R /F1 53 0 R /XObject << /F4 56 0 R /Contents 96 0 R /F2 54 0 R /Author (Kashani) 4 [178 0 R 179 0 R 180 0 R 181 0 R 182 0 R 183 0 R 184 0 R] >> /CS /DeviceRGB /MediaBox [0 0 595.44 841.92] /GS8 62 0 R /F3 55 0 R Get Familiar with Fast Food The Industry. /ProcSet [/PDF /Text /ImageB /ImageC /ImageI] /StructParents 13 /F5 40 0 R Journal of Marketing, 68 (10), 157-71 Pascua, C.G. /ExtGState << endobj /GS7 61 0 R /XObject << 2 0 obj 17 [1133 0 R 1134 0 R 1135 0 R 1136 0 R 1137 0 R 1138 0 R 1139 0 R 1140 0 R 1141 0 R 1142 0 R /Resources << >> 1. /Type /Page Since then customers have fast-food Company in Malaysia through the implementation of the rapid growth andMalaysia was first exposed to be a fast-food in the year 1961 to open an A & W outlet in Malaysia. Thus, several specific objectives are formulated to help accomplish the tasks of this study. /Length 2484 endstream /MediaBox [0 0 595.44 841.92] /F4 56 0 R 3 0 obj 1179 0 R 1180 0 R 1181 0 R 1182 0 R 1183 0 R 1184 0 R 1185 0 R 1186 0 R 1187 0 R 1188 0 R] 1 0 obj << >> >> >> 7 [207 0 R 208 0 R 209 0 R 210 0 R 211 0 R 212 0 R 213 0 R 213 0 R 214 0 R 214 0 R The drive of this study is to contribute to the literature of service and food quality significance in fast food restaurant industryof Malaysia. /XObject << >> 971 0 R 972 0 R 973 0 R 974 0 R 975 0 R 976 0 R 977 0 R 977 0 R 978 0 R 978 0 R 559 0 R 560 0 R 561 0 R 562 0 R 563 0 R 564 0 R 565 0 R 566 0 R 1196 0 R 648 0 R /Parent 2 0 R >> /Group << >> >> /Tabs /S /F1 53 0 R /GS8 62 0 R /Group << >> >> /F6 58 0 R /Tabs /S In today's ever‐increasing globalization of services and brands, service‐oriented businesses need to attend to the satisfaction of their customers both domestically and abroad while transcending unique cultural differences from country to country. /CS /DeviceRGB /StructParents 8 /F1 53 0 R /Contents 102 0 R /GS8 62 0 R /F3 55 0 R >> /Image16 63 0 R >> 951 0 R 952 0 R 953 0 R 954 0 R 955 0 R 956 0 R 957 0 R 958 0 R 959 0 R 960 0 R >> /ProcSet [/PDF /Text /ImageB /ImageC /ImageI] /Type /Group /ProcSet [/PDF /Text /ImageB /ImageC /ImageI] /Parent 2 0 R The purpose this study is to investigate, compare and evaluate the determinants of the customers satisfaction in fast food industry. >> 120 0 R 121 0 R 122 0 R] /Parent 2 0 R /Tabs /S /Group << /Image16 63 0 R /Font << /F3 55 0 R /Font << 704 0 R 705 0 R 706 0 R 707 0 R 708 0 R 709 0 R 710 0 R 711 0 R 712 0 R 713 0 R /F3 55 0 R >> /GS8 62 0 R /Subtype /XML /Image16 63 0 R >> The channel continued to be dominated by Asian fast food, primarily Chinese. /S /Transparency /Resources << 346 0 R 347 0 R 348 0 R 349 0 R 350 0 R 351 0 R 352 0 R 353 0 R 354 0 R 355 0 R /Image16 63 0 R 526 0 R 527 0 R 528 0 R 529 0 R 530 0 R 531 0 R 532 0 R 533 0 R 534 0 R 535 0 R /Parent 2 0 R 979 0 R 979 0 R 980 0 R 980 0 R 981 0 R 981 0 R 982 0 R 982 0 R 983 0 R 983 0 R Food industry in Malaysia is a fast growing industry. >> /Type /Page /F4 56 0 R >> /Type /Group /F1 53 0 R /Type /Page 29 0 obj /Type /Group /F2 54 0 R /Image16 63 0 R /StructParents 0 2. /ExtGState << /Type /Page uuid:2d392a8f-0e24-4c53-a738-a33d35c9aef9 /Font << Whereby, product leadership less used by the retailer in CRM strategies. endobj /Tabs /S /Resources << >> /CS /DeviceRGB 9 [544 0 R 545 0 R 546 0 R 547 0 R 548 0 R 549 0 R 550 0 R 550 0 R 551 0 R 551 0 R /Type /Page << 15 0 obj There are over 200,000 fast food restaurants in the United States and it isestimated that 50 million Americans eat … 1018 0 R 1019 0 R 1020 0 R 1021 0 R 1022 0 R 1023 0 R 1024 0 R 1025 0 R 1026 0 R 1027 0 R 841 0 R 842 0 R 843 0 R 844 0 R 845 0 R 846 0 R 847 0 R 848 0 R 849 0 R 850 0 R >> Hanaysha, J. /IDTree 33 0 R /CS /DeviceRGB satisfaction and behavioural intentions in the fast food industry in Malaysia. /ProcSet [/PDF /Text /ImageB /ImageC /ImageI] /XObject << /Group << /Marked true /MediaBox [0 0 595.44 841.92] /Group << >> >> /Contents 80 0 R >> /GS7 61 0 R /Image16 63 0 R 1095 0 R 1096 0 R 1097 0 R 1098 0 R 1099 0 R 1100 0 R 1101 0 R 1102 0 R 1103 0 R 1104 0 R The fast food industry is not without its challenges, but it’s clearly still possible to profit in the face of them. >> /Contents 104 0 R >> /XObject << /BM /Normal The determinants are represented by website quality and service quality. >> 881 0 R 882 0 R 883 0 R 884 0 R 885 0 R 886 0 R 887 0 R 888 0 R 889 0 R 889 0 R >> >> /Group << 609 0 R 610 0 R 611 0 R 612 0 R 613 0 R 614 0 R 615 0 R 616 0 R 617 0 R 618 0 R /GS7 61 0 R >> /S /Transparency /Type /Page /GS7 61 0 R 259 0 R 260 0 R 260 0 R 261 0 R 261 0 R 262 0 R 262 0 R 263 0 R 264 0 R 265 0 R /F3 55 0 R /Image16 63 0 R the fast food industry, where products are almost similar with each other. Strategic responses to new technologies and their impact on firm performance. << /Type /Group /Width 320 << /Group << << 516 0 R 517 0 R 518 0 R 519 0 R 520 0 R 521 0 R 522 0 R 523 0 R 524 0 R 525 0 R >> /GS7 61 0 R A firm can satisfy the customer by meeting the specific expectations of the product they have by virtue of interaction with the firm. >> /Type /Page << << /S /Transparency /GS7 61 0 R endobj /F4 56 0 R /Font << /Image16 63 0 R 152 0 R 153 0 R 154 0 R 155 0 R 156 0 R 157 0 R 158 0 R 159 0 R 160 0 R 161 0 R The market size of food in India is expected to reach Rs. /MediaBox [0 0 595.44 841.92] Service Quality and Customer Satisfaction in Selected Fast Food Restaurants Chapter 1 INTRODUCTION Rationale In Malaysia, fast food industry had been developing significantly. /Footer /Sect /Parent 2 0 R Malaysia’s most significant F&B exports are in the oils and fats category, particularly palm oil-based products, for which the country is one of the two largest exporters in the world. >> Fast food concepts developed very rapidly in last few years in Peshawar region. It keeps transforming due to high demands of food and beverage products. This study also provides research implications to guide industry practitioners in the aspect of employee turnover. /Font << /MediaBox [0 0 595.44 841.92] This study also shows that there was positive relationship between brand image and customer loyalty as much as 35.8%. /StructParents 16 /GS8 62 0 R /F4 56 0 R 571 0 R 571 0 R 572 0 R 572 0 R 573 0 R 573 0 R 574 0 R 574 0 R 575 0 R 575 0 R /F3 55 0 R endobj /S /Transparency /MarkInfo << >> %���� endobj /F4 56 0 R �+Sl�V����˗���Gޗ"���%{O���ȇ�,Ej籬s�/�rF �}S��t���6�Z����;[�� /ExtGState << However, none of the studies are related to Arabic restaurants. 161 0 R 162 0 R 163 0 R 164 0 R 165 0 R 166 0 R 167 0 R 168 0 R 169 0 R 170 0 R endobj 11 [652 0 R 653 0 R 654 0 R 654 0 R 655 0 R 655 0 R 656 0 R 656 0 R 657 0 R 657 0 R /Dialogsheet /Part >> 316 0 R 317 0 R 318 0 R 319 0 R 320 0 R 321 0 R 322 0 R 323 0 R 324 0 R 325 0 R >> /ExtGState << /StructParents 1 /Contents 71 0 R << Although the importance of halal logo in determining purchase intention has been recognized in the marketing literature, there is a dearth of study that has examined the impact of halal logo toward customer loyalty. /Parent 2 0 R /Height 320 18 0 obj 724 0 R 725 0 R 726 0 R 727 0 R 728 0 R 729 0 R 730 0 R 731 0 R 732 0 R 733 0 R >> /Type /Group /Resources << In the food industry, it is important for an organization to leverage their customer's satisfaction and this can be achieved through superior customer service. The data collected (283 valid … 386 0 R 387 0 R 388 0 R 389 0 R 390 0 R 391 0 R 392 0 R 393 0 R 394 0 R 395 0 R << /F7 59 0 R /S /Transparency stream /ExtGState << The report, which was emailed to Restaurant Dive, shows mixed results, with the full-service industry maintaining a satisfaction score of 81, while limited-service scores dropped by 1.3% to 79. /F3 55 0 R /Annotation /Sect 6 No. /F6 58 0 R /ExtGState << /Tabs /S /MediaBox [0 0 595.44 841.92] /K [32 0 R] 2335 0 R 2336 0 R 2337 0 R 2338 0 R 2339 0 R ] 180 0 R 184 0 R 181 0 R 182 0 R 183 0 R 185 0 R 186 0 R 187 0 R 188 0 R 189 0 R /Font << uuid:68031ec9-e8c7-4f8a-8391-044f23a770f1 << /Tabs /S /Type /Pages 658 0 R 658 0 R 659 0 R 659 0 R 660 0 R 660 0 R 661 0 R 661 0 R 662 0 R 663 0 R endobj /F1 53 0 R 426 0 R 427 0 R 428 0 R 429 0 R 430 0 R 431 0 R 432 0 R 433 0 R 434 0 R 435 0 R /Type /Group endobj /MediaBox [0 0 595.44 841.92] /Contents 88 0 R /ColorSpace /DeviceRGB >> /F4 56 0 R /F6 58 0 R /F2 54 0 R /Font << >> /S /Transparency 1030 0 R 1031 0 R 1204 0 R 1055 0 R 1056 0 R 1205 0 R 1125 0 R 1126 0 R 1127 0 R 1128 0 R /F4 56 0 R A number of studies have been undertaken to address the service quality and customer satisfaction in fast food restaurants. 28 0 obj /F2 54 0 R >> Using DINESERV, the relationships between service quality, overall service quality perceptions, customer satisfaction, and repurchase intentions in the Malaysian fast food industry are examined. /ExtGState << /F5 57 0 R 8 [249 0 R 250 0 R 250 0 R 251 0 R 251 0 R 252 0 R 252 0 R 253 0 R 253 0 R 254 0 R 10 0 obj /Slide /Part stream >> 3 [136 0 R 137 0 R 138 0 R 139 0 R 139 0 R 140 0 R 140 0 R 141 0 R 141 0 R 142 0 R /F4 56 0 R /Parent 2 0 R /Resources << /S /Transparency /F4 14 0 R /ProcSet [/PDF /Text /ImageB /ImageC /ImageI] To fulfill this gap, this study aims to shed some light on the impact of halal logo toward achieving customer loyalty in the context of fast food industry in Malaysia. 171 0 R 172 0 R 173 0 R 174 0 R 175 0 R 176 0 R 177 0 R] Technology Park Malaysia Bukit Jalil, 5700 Kuala Lumpur, Malaysia May 2006 kiran@apiit.edu.my Abstract To be successful, organizations must look into the needs and wants of their customers. /DisplayDocTitle true /rgid (PB:317179711_AS:588738421882880@1517377586712) 27 0 R 28 0 R 29 0 R] 42 lakh crore by 2020, reports BCG. /F7 59 0 R /ProcSet [/PDF /Text /ImageB /ImageC /ImageI] /Parent 2 0 R /ModDate (D:20170528011140+04'30') endobj Meanwhile, in foodservice industry, health and safety aspects as well cannot be underestimated in a production process, especially in producing of high quality and safe food. >> /F3 55 0 R /Type /Page /StructParents 12 /Kids [ 3 0 R 2385 0 R 2386 0 R 2387 0 R 2388 0 R 2372 0 R 2373 0 R 2374 0 R 2375 0 R 2376 0 R /F6 58 0 R /Metadata 4 0 R 589 0 R 590 0 R 591 0 R 592 0 R 593 0 R 594 0 R 595 0 R 596 0 R 597 0 R 598 0 R /Parent 2 0 R /F4 56 0 R >> /Group << Service Quality and Customer Satisfaction in Selected Fast Food Restaurants Chapter 1 INTRODUCTION Rationale In Malaysia, fast food industry had been developing significantly. /ML 4 >> >> /K [112 0 R 113 0 R 114 0 R 1189 0 R 115 0 R 116 0 R 117 0 R 118 0 R 122 0 R 119 0 R 784 0 R 785 0 R 786 0 R 787 0 R 788 0 R 789 0 R 790 0 R 791 0 R 792 0 R 793 0 R /MediaBox [0 0 595.44 841.92] /Contents 52 0 R /Contents 74 0 R >> /GS7 61 0 R m�k���N�� /Type /Page 34 0 obj /F1 53 0 R /F7 59 0 R /Tabs /S >> ;H���O{&�X�� �?��;r�;j��>ʿ�;&�������E�d�72%m�����W�d�E��DIT}s�;&�N�lof�J��n����l����p�U�� 1�1C�}�r��j8�}���S���'vcU�"���N�i��m�bϮuep2o��;ߺ�b�z賎z+:&(l" �"�G. >> /F3 55 0 R 446 0 R 447 0 R 448 0 R 449 0 R 450 0 R 451 0 R 452 0 R 453 0 R 454 0 R 455 0 R Determinants of Customers' Perceived Value in the Fast Food Industry for Global Brands in Malaysia: 10.4018/978-1-5225-7095-0.ch015: The purpose of this research was to investigate the effect of food quality, customer service, physical environment, and price fairness on perceived value in 12 0 obj 27 0 obj 1040 0 R 1041 0 R 1041 0 R 1042 0 R 1042 0 R 1043 0 R 1043 0 R 1044 0 R 1045 0 R 1046 0 R /F1 53 0 R In Malaysia, service industries also become a leading contributor in GDP. 1139 0 R 1140 0 R 1141 0 R 1142 0 R 1143 0 R 1144 0 R 1145 0 R 1146 0 R 1147 0 R 1148 0 R << /Annots [85 0 R] The report, which was emailed to Restaurant Dive, shows mixed results, … 498 0 R 498 0 R 499 0 R 499 0 R 500 0 R 501 0 R 502 0 R 503 0 R 504 0 R 505 0 R /GS8 62 0 R 25 0 obj /F4 56 0 R endobj /ExtGState << /F2 54 0 R << /GS7 61 0 R /BitsPerComponent 8 /Tabs /S Data is collected from KFC's customers in Ho Chi Minh City, Viet Nam. Since fast food industry becomes important to the economic growth in Malaysia, there is a need to identify the perception of the consumers on the effect of brand trust in order fast food industry to survive in Malaysia where the local home grown fast food able to learn and reposition their businesses. Food industry in Malaysia is a fast growing industry. (2016), “ The importance of social media advertisements in enhancing Brand equity: a study on fast food restaurant industry in Malaysia ”, Business and Economic Research, Vol. /Nums [0 [112 0 R 113 0 R 114 0 R 115 0 R 115 0 R 115 0 R 116 0 R 117 0 R 118 0 R 119 0 R The outcomesratify the importance of greatercorresponding service and food standards in fast food restaurant industry. This paper specifically investigates the factors, namely Servicescape, Human Service, Food Quality and Price in influencing the youth satisfaction and loyalty in fine dining, fast food and food court restaurants in Malaysia. /Annots [42 0 R 43 0 R 44 0 R 45 0 R 46 0 R 47 0 R 48 0 R 49 0 R 50 0 R 51 0 R] The study identifies the most important significant factors that affect the customer preference of food and beverage outlets on Jalandhar to Amritsar National Highway. /F1 53 0 R /Annots [77 0 R] /Count 24 %PDF-1.7 The goals of this study were to investigate the causes and problems faced by the selected restaurant and to provide suggestions on how to improve the slow customer service based on the numerous domains of operations management. 476 0 R 477 0 R 478 0 R 479 0 R 480 0 R 481 0 R 482 0 R 483 0 R 484 0 R 485 0 R 506 0 R 507 0 R 508 0 R 509 0 R 510 0 R 511 0 R 512 0 R 513 0 R 514 0 R 515 0 R /Resources << 50 No. /GS8 62 0 R /P 3 0 R /ParentTreeNextKey 22 /MediaBox [0 0 595.44 841.92] << /Font << /Parent 2 0 R This research selected the Johor Bahru fast food restaurant as the target industry to investigate and a few variables was chosen which are price, service quality, food quality, physical environment and analyzed the customer satisfaction of Johor Bahru fast food industry. << /ProcSet [/PDF /Text /ImageB /ImageC /ImageI] /Parent 2 0 R /XObject << While food safety defects are not always immediate apparent, customers do tend to notice undercooked food, food with an off taste, or foreign material in their food (Chung and Hoffman, 1998). >> Yunus Ali, Puteri Zahrah Aminan Abdul Ghaffar, Shahriar Kabir, Sa'adiah Munir. 17 0 R 18 0 R 19 0 R 20 0 R 21 0 R 22 0 R 23 0 R 24 0 R 25 0 R 26 0 R (2013). 396 0 R 397 0 R 398 0 R 399 0 R 400 0 R 401 0 R 402 0 R 403 0 R 404 0 R 405 0 R This study provides a cross‐cultural comparison of service satisfaction of fast food establishments in four English‐speaking countries. >> Lee, Ruby & Rajdeep, G. (2004). /ExtGState << /Contents 84 0 R /ExtGState << 714 0 R 715 0 R 716 0 R 717 0 R 718 0 R 719 0 R 720 0 R 721 0 R 722 0 R 723 0 R 1047 0 R 1048 0 R 1049 0 R 1050 0 R 1051 0 R 1052 0 R 1053 0 R 1054 0 R 1055 0 R 1056 0 R >> >> >> /Annots [99 0 R] /Font << They are as follows: 1) To investigate the relationship between service quality, food quality and perceived value and customer satisfaction in the fast food industry in Malaysia. >> However, traditional fast food meals include burgers, fried chips, and sugar-sweetened beverages. >> >> /F2 54 0 R >> /InlineShape /Sect >> /S /Transparency endobj >> /Group << In 2017, the country has witnessed a spike in food delivery startups swarming the battlefields of the food delivery industry. endobj /F8 60 0 R 436 0 R 437 0 R 438 0 R 439 0 R 440 0 R 441 0 R 442 0 R 443 0 R 444 0 R 445 0 R 989 0 R 990 0 R 991 0 R 992 0 R 993 0 R 994 0 R 995 0 R 996 0 R 997 0 R 998 0 R 14 0 obj /F1 53 0 R /ViewerPreferences 5 0 R /Resources << /Group << /F2 54 0 R /BM /Normal 23 0 obj /Image16 63 0 R /StructParents 15 /F4 56 0 R /F6 58 0 R /ExtGState << /F6 58 0 R Published June 25, 2019 Share it. /XObject << >> 913 0 R 1201 0 R 974 0 R 975 0 R 976 0 R 1202 0 R 1000 0 R 1001 0 R 1203 0 R 1029 0 R %PDF-1.4 /Parent 2 0 R >> /F1 53 0 R /F2 54 0 R The best option is to get a pleasant restaurant that could provide service quality on passenger satisfaction and loyalty">quality service and good dining experience. 35 0 obj It keeps transforming due to high demands of food and beverage products. … Latest might work as a great benefit to improve the profit and customer loyalty (Ronzina 2010). 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