Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / 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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Main Authors:	Rochin Demong, Nur Atiqah, Otman, Abdul Kadir, Bawasa, Salmi
Format:	Article
Language:	English
Published:	Universiti Teknologi MARA Cawangan Selangor 2016
Subjects:	HF Commerce Consumer satisfaction Customer services. Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/29415/1/AJ_NUR%20ATIQAH%20ROCHIN%20DEMONG%20ABRIJ%20B%2016.pdf

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author	Rochin Demong, Nur Atiqah Otman, Abdul Kadir Bawasa, Salmi
author_facet	Rochin Demong, Nur Atiqah Otman, Abdul Kadir Bawasa, Salmi
author_sort	Rochin Demong, Nur Atiqah
collection	UITM
description	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.
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institution	Universiti Teknologi MARA
language	English
last_indexed	2024-03-06T02:11:09Z
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publisher	Universiti Teknologi MARA Cawangan Selangor
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spelling	uitm.eprints-94152020-04-08T16:53:48Z https://ir.uitm.edu.my/id/eprint/29415/ Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa. abrij Rochin Demong, Nur Atiqah Otman, Abdul Kadir Bawasa, Salmi HF Commerce Consumer satisfaction Customer services. Customer relations 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. Universiti Teknologi MARA Cawangan Selangor 2016-12 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/29415/1/AJ_NUR%20ATIQAH%20ROCHIN%20DEMONG%20ABRIJ%20B%2016.pdf Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa. (2016) Advances in Business Research International Journal <https://ir.uitm.edu.my/view/publication/Advances_in_Business_Research_International_Journal/>, 2 (2). pp. 1-8. ISSN 2462-1838 https://abrij.uitm.edu.my/images/document/vol2no2/p69Nuratiqah.pdf
spellingShingle	HF Commerce Consumer satisfaction Customer services. Customer relations Rochin Demong, Nur Atiqah Otman, Abdul Kadir Bawasa, Salmi Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa.
title	Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa.
title_full	Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa.
title_fullStr	Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa.
title_full_unstemmed	Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa.
title_short	Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa.
title_sort	influencing factors on customer satisfaction towards american brands in the food and beverage industry in malaysia nur atiqah rochin demong abdul kadir othman and salmi bawasa
topic	HF Commerce Consumer satisfaction Customer services. Customer relations
url	https://ir.uitm.edu.my/id/eprint/29415/1/AJ_NUR%20ATIQAH%20ROCHIN%20DEMONG%20ABRIJ%20B%2016.pdf
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Influencing factors on customer satisfaction towards American brands in the food and beverage industry in Malaysia / Nur Atiqah Rochin Demong, Abdul Kadir Othman and Salmi Bawasa.

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