Chean, Kok Soong (2016) Factors Influencing Fast Food Restaurant Generation Y Customers’ Retention in Selangor Malaysia. Masters thesis, INTI International University.
|
Text
199.pdf Download (1MB) | Preview |
Abstract
The purpose of thesis is to investigate customers’ retention Generation Y towards fast food restaurants in Selangor, Malaysia. In this thesis, data was collected quantitatively where convenience sampling method was specially obtained through questionnaires on 512 participants who dine in fast food restaurants, Selangor, Malaysia. Multiple Regression and Pearson Correlation was applied to analyse three factors, which are food quality, service quality and restaurant environment that may influence the positive customers’ experience. The results identify that the customers have passion to revisiting fast food restaurants due to the food quality, service quality and restaurant environment offered by them. This study offers the fast food restaurants to increase the understanding on customer retention among their actual and potential customers. All result of this thesis was used Statistical Package for the Social Sciences 22.
| Item Type: | Thesis (Masters) |
|---|---|
| Additional Information: | MBA 199 |
| Uncontrolled Keywords: | Customer retention, Food Quality, Service Quality, Restaurant Environment, Fast Food Restaurant, Malaysia. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Business, Communications & Law |
| Depositing User: | Unnamed user with email masilah.mansor@newinti.edu.my |
| Date Deposited: | 07 Sep 2017 09:05 |
| Last Modified: | 07 Sep 2017 09:05 |
| URI: | http://eprints.intimal.edu.my/id/eprint/909 |
Actions (login required)
 |
View Item |
