SERVICE QUALITY AND CUSTOMER SATISFACTION: CASE STUDY OF MK RESTAURANT, SONGKHLA THAILAND

Marliusti, Anita and Sularsih, Anggarawati and Sugeng, Susetyo (2009) SERVICE QUALITY AND CUSTOMER SATISFACTION: CASE STUDY OF MK RESTAURANT, SONGKHLA THAILAND. Undergraduated thesis, Fakultas Keguruan Dan Ilmu Pendidikan UNIB.

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Abstract

The objective of this thesis is to report an empirical assessment of service quality in restaurant operations. I proposed and tested a conceptual model of service quality using structural equation modeling. The data will be taken from 100 customers as the student in Rajamangala university of technology srivijaya (especially marketing student) that have ever been went to MK restaurants on Lee Subsin mall, Songkhla Province, Thailand. The relationships of service quality and customer satisfaction of this restaurant will be concluded in this thesis. The results supported the significant links between service quality and customer satisfaction. The study has provided important insights into service quality and customer satisfaction in the field of restaurant operations. A quantitative research approach was used to get a better understanding of this issue.

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