The factor perceived service quality towards customer satisfaction using online food ordering in Melaka

Muhammad Halmi, Nur Adiba Bariah (2018) The factor perceived service quality towards customer satisfaction using online food ordering in Melaka. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

In today's world, consumer lifestyle have been changed time to time. Technology has consumer to become a better human-humanity. Advance technology is considered as powerful technology and it is important because it gives a lot of benefit to people in their life. Nowadays consumer lifestyle has changed with the technology and the user's life has changed to a more comfortable and saves time. Users do not have to bother to prepare food for guests because the online ordering system has facilitated their business. This trend has helped many restaurants to increase profits and has led to a change in consumer lifestyle. In Malaysia there are many restaurants that provide online service to consumers. For new or developing restaurants, they need to compete with restaurants that have been stable in terms of branding and loyalty of customers. In addition, to ensure a loyal customer, the restaurant needs to provide the best service to the customer so that customer satisfaction exists for the restaurant. In this era of globalization, technologies such as IT are important to be utilized as they are able to become one of the competitive advantage for a restaurant that uses it wisely. Therefore, the online service provided to the customer will be a measure of customer satisfaction. Every restaurant needs to practice service quality such as SERVQUAL to increase the level of customer satisfaction to compete in the food industry. The importance of service quality improves customer satisfaction and loyalty to the restaurant compared to traditional business practices.

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