Influencing factors on customer satisfaction towardsAmerican brands in the food and beverage industry inMalaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa.

Customer satisfaction is the ultimate aim to food and beverage F&B industry as it ascertains that satisfied customers will stay loyal and reduce the amount of complaints towards their brand of choice. The main purpose of the research is to understand the influencing factors on customer satisfact...

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Bibliographic Details
Main Authors: Rochin Demong, Nur Atiqah (Author), Otman, Abdul Kadir (Author), Bawasa, Salmi (Author)
Format: Book
Published: Universiti Teknologi MARA Cawangan Selangor, 2016-12.
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100 1 0 |a Rochin Demong, Nur Atiqah  |e author 
700 1 0 |a Otman, Abdul Kadir  |e author 
700 1 0 |a Bawasa, Salmi  |e author 
245 0 0 |a Influencing factors on customer satisfaction towardsAmerican brands in the food and beverage industry inMalaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa. 
260 |b Universiti Teknologi MARA Cawangan Selangor,   |c 2016-12. 
500 |a https://ir.uitm.edu.my/id/eprint/29415/1/AJ_NUR%20ATIQAH%20ROCHIN%20DEMONG%20ABRIJ%20B%2016.pdf 
520 |a Customer satisfaction is the ultimate aim to food and beverage F&B industry as it ascertains that satisfied customers will stay loyal and reduce the amount of complaints towards their brand of choice. The main purpose of the research is to understand the influencing factors on customer satisfaction towards American brand in F&B industry in Malaysia. Convenience sampling method was used involving the respondents that consist of customers and shoppers within five mega malls in Kuala Lumpur to represent the total population of the study. The researcher used a multiple regression analysis to analyze 384 data from customers. The results indicate a positive and significant influence of all influencing factors (perceived quality, perceived value and Customer Expectation) on customer satisfaction. Customer expectation is seen to be the factor that was highly influential towards satisfaction, followed by perceived quality and perceived value. The implications of the study are discussed in the paper. 
546 |a en 
690 |a HF Commerce 
690 |a Consumer satisfaction 
690 |a Customer services. Customer relations 
655 7 |a Article  |2 local 
655 7 |a PeerReviewed  |2 local 
787 0 |n https://ir.uitm.edu.my/id/eprint/29415/ 
787 0 |n https://abrij.uitm.edu.my/images/document/vol2no2/p69Nuratiqah.pdf 
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