The Impact of Service Quality on Customer Satisfaction Towards Shell-Out Restaurant in Malaysia

Abstract

Customers' priority is placed on service quality. The shell-out restaurant setting appears to keep customers happy. As a result, customers that want to have a more in-depth conversation with personnel appear to be denied this opportunity, resulting in customer unhappiness. This study determines the relationship between service quality and customer satisfaction in shell-out restaurants. This study was conducted in Malaysia shell-out restaurants. The total sample size for this study was 384 respondents, who were randomly selected to answer 30 questions. The results show that the dependent variable (customer satisfaction) is influenced by independent variables (reliability, responsiveness, tangibles and empathy). There was a solid significant and positive correlation coefficient between reliability, responsiveness, tangibility, and empathy of influence service quality on customer satisfaction towards shell-out restaurants in Malaysia. The findings of this study can be used as a guide for hospitality operators and academics looking to understand the influence of service quality and customer satisfaction in shell-out restaurants.