Impact of Indian Muslim Restaurants’ Hygienic Atmosphere on Diners’ Satisfaction: Extending the Expectation Disconfirmation Theory

Chow, Lim Soon; Krishnapillai, Gengeswari; Chong, Yee-Lee

doi:10.24193/subbnegotia.2019.1.05

Cited by 3 publications

(3 citation statements)

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“…Some diners may also dine at a restaurant owing to satisfactory interactions and experience with the servers (Andersson and Mossberg, 2004). The cleanliness of the dining room, food ingredients and production process are basic concerns of diners that can affect their consumption intention and loyalty to a restaurant (Cha and Borchgrevink, 2019;Chow et al, 2019). Therefore, H4-H6 are presented as follows:…”

Section: Hypotheses Developmentmentioning

confidence: 99%

Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction

Lo,

Tavitiyaman,

Tsang

2023

BFJ

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PurposeThis research investigates the effects of consumers' online information searching on their dining satisfaction in upscale restaurants during the pandemic. Customers frequently rely on online sources to gather information about upscale restaurants prior to their visits.Design/methodology/approachData from 307 diners across the top ten popular upscale restaurants in Hong Kong were analysed by using SEM to explore the links between customers' needs, information search, restaurant attributes and customer satisfaction.FindingsThis study uncovers customers' online search behaviours and identifies restaurant attributes that are associated with customer satisfaction, which were not typically emphasised before the COVID-19 pandemic. Driven by their social and psychological needs, customers devoted more time to reading written comments by other consumers compared to visual images or self-descriptions from restaurants. Only service attribute significantly influenced customer satisfaction, while food and price attributes were not significant.Research limitations/implicationsThe findings of this study provide valuable insights for researchers and practitioners, shedding light on the altered needs and preferences of consumers following the unprecedented health crisis.Originality/valueThis study contributes to the development of expectancy disconfirmation theory and needs theory through the investigation of consumers' online information searching behaviours and dining satisfaction in upscale restaurants during the pandemic. By identifying the most important attributes influencing customer satisfaction, this research can aid upscale restaurants in developing effective marketing strategies and enhancing customer experiences.

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Section: Hypotheses Developmentmentioning

confidence: 99%

Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction

Lo,

Tavitiyaman,

Tsang

2023

BFJ

View full text Add to dashboard Cite

show abstract

“…This assesses how closely the scores for each item on a scale correlate and is validated using Cronbach's alpha coefficient. A high Cronbach's alpha score implies that the items in the scale level were internally consistent if the scale was unidimensional (Chow, 2020). The researchers used Cronbach's alpha test on all 40 questionnaire items in this study.…”

Section: Data and Variablesmentioning

confidence: 99%

Perceived service quality and student satisfaction in higher learning institutions in Tanzania

Bwachele,

Chong,

Krishnapillai

2023

Humanit Soc Sci Commun

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Despite policy efforts to promote higher learning in Tanzania, reports show persistent student dissatisfaction, revealing the extant inadequate quality measurement models. The study examined the fundamental elements causing dissatisfaction using an extended SERVQUAL model with additional variables, perceived transparency mediated by trust. Researchers collected quantitative data from 398 third-year higher learning students. The structural equations modelling result shows that reliability, perceived transparency, and trust in an institution significantly predict satisfaction. Further, trust partially mediates the influence of perceived transparency on student satisfaction. Evidence from this study suggests that education policy geared to promote the expertise of service providers and punctuality of service offering, transparency in service offering, and social responsibility of service provision is adequate for student satisfaction. Future research can look into a cross-level of economic development, groups of students—analysis of satisfaction determinants, and test the transparency—trust-based SERVIQUAL Model in quality struggling sectors in Tanzania and other developing countries. Also, studies can test how satisfaction mediates the effect of quality on academic performance.

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“…Before 1786, the Indian Muslim community had opened businesses in the Kuala Kedah area. The progress chain of mamak restaurants is said over 7,500 premises in this country and said to earn RM8 billion annually, indicating its vast contribution to the country's economy (Chow et al, 2019;Mujani et al, 2012).…”

Section: Introductionmentioning

confidence: 99%

An Empirical Assessment of Religiosity and Motivation on Employees’ Job Performance: The Perspective of Indian Muslim (Mamak) Restaurants in Sarawak

Hisham¹,

Suaidi

2022

ijib

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Indian Muslim (mamak) restaurant operators faced challenges to survive due to manpower shortage which affected its service to customers. Past studies related to restaurants often focused on customer satisfaction rather than employees who are supposedly the backbone of the company, of which, less attention given on the aspect of religiosity and motivation. Thus, the study aimed to analyze the effect of religiosity and motivation on employees’ job performance evidenced from mamak restaurants in Kuching, Sarawak, Malaysia. This survey included 145 employees of Mamak restaurants and employed quantitative approach for data collection. Regression analysis was employed to analyze the instrument and test the study hypotheses during the analysis procedures. The finding revealed that both religiosity and motivation have positive effect on job performance. It could be described that being able to perform ibadah means a lot to employees and by having the management provide motivation in the form of monetary or non-monetary could further boost their work productivity. This study also recommended that this area be expanded as it has yet been undertaken from the perspective of employees. This research adds to the theoretical knowledge by offering empirical support on the factors influencing employee performance improvement as well as managerial contribution for restaurant operators to take religious and motivational initiatives for the betterment of the business. Management should consider improvising employees’ compensational package that reflect their contributions to the company.

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Impact of Indian Muslim Restaurants’ Hygienic Atmosphere on Diners’ Satisfaction: Extending the Expectation Disconfirmation Theory

Cited by 3 publications

References 0 publications

Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction

Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction

Perceived service quality and student satisfaction in higher learning institutions in Tanzania

An Empirical Assessment of Religiosity and Motivation on Employees’ Job Performance: The Perspective of Indian Muslim (Mamak) Restaurants in Sarawak

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