Kualiti Pengurusan Kantin Dan Kepuasan Pelanggan

Zamri, Abu Bakar (2000) Kualiti Pengurusan Kantin Dan Kepuasan Pelanggan. Masters thesis, Universiti Utara Malaysia.

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Abstract

This study aims at finding out the relationship between quality canteen management and customer satisfaction in school. This study is also conducted to find whether customer satisfaction has any relation with demographic element such as sex, age, race, parent’s occupation, amount of money brought to school and amount of money spent in school. The independent variables involves price of food, cleanliness, hospitality, kitchen utensils and type of food and drinks. This study is a quantitative study that is conducted in four schools in the areas of Parit Buntar in Perak. The study is carried out for three months on 120 respondents using questionnaires. Statistical analysis and hypothesis testing using T-test, ANOVA, Pearson Correlation and Multiple Regression showed several results. Students of different race showed significant differences with the level of customer’s satisfaction towards canteen service. All of the independent variables that have been studied have shown significant correlation with student satisfaction as customer towards canteen service. Independent variables such as price of food, hospitality and kitchen utensils can be used to forecast or has significant influence on student satisfaction as customer toward canteen service.

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