Page 55 - MARSIUM'21 COMP OF PAPER

FACTORS INFLUENCING CUSTOMER SATISFACTION: CASE STUDY ON

NASI LEMAK HAO

Nur Aini Najihah binti Mohd Jahib, Dr. Mazilah binti Abdullah

Azman Hashim International Business School, Universiti Teknologi Malaysia, Johor Bahru.

*Corresponding author: najihah1999@graduate.utm.my mazilah@utm.my

Abstract

The restaurant industry contributes to economic performance and is undeniably crucial to developing a

prosperous country. Therefore, customer satisfaction towards restaurant performance is an influential
agenda. This study aims to discover whether food quality, employee service quality, physical environment

quality, customer perceived quality and location influenced customer satisfaction on Nasi Lemak Hao.

Data collection was done through questionnaires, and multiple regression analysis was used to determine
the predictive ability of the constructs on Nasi Lemak Hao customer satisfaction. The researcher to collect

data from the social media Facebook. The quantitative method with purposive sampling was used in this
study with 126 samples respondents, the customers of Nasi Lemak Hao. Food quality, employee service

quality and location were found to influence customer satisfaction significantly.

Keywords: Food Quality, Employee Service Quality, Physical Environment Quality, Customer

Perceived Quality, Customer Satisfaction

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