IDEAS home Printed from https://ideas.repec.org/a/rnd/arimbr/v17y2025i1p62-72.html
   My bibliography  Save this article

The Influence of Service Quality on Customer Satisfaction: An Empirical Study in the Fast-Food Industry

Author

Listed:
  • Nur Jihan Md Johan
  • Nur Hazirah Hamdan
  • Suliza Abd Rashid
  • Nur Diyana Mustapha

Abstract

Service quality (SERVQUAL) is crucial in knowing whether customers receive the level of services they expect and whether such services affect their satisfaction. This study examines the relationship between customer satisfaction and SERVQUAL dimensions of the A&W outlet at Aeon Bandaraya Melaka. 300 respondents were involved in this study, and the data were collected from the distribution of questionnaires. It was found that there was a significant relationship between customer satisfaction and SERVQUAL dimensions of A&W outlet Aeon Bandaraya Melaka, and SERVQUAL remains a critical factor for A&W. Thus, this study suggests that future research could be carried out in diverse cultural or regional settings to evaluate the relationship between service quality and customer satisfaction across international marketplaces. This will assist the other fast-food industry to overcome the SERVQUAL issues and maintain the sustainability of the fast-food economy.

Suggested Citation

  • Nur Jihan Md Johan & Nur Hazirah Hamdan & Suliza Abd Rashid & Nur Diyana Mustapha, 2025. "The Influence of Service Quality on Customer Satisfaction: An Empirical Study in the Fast-Food Industry," Information Management and Business Review, AMH International, vol. 17(1), pages 62-72.
    • Handle: RePEc:rnd:arimbr:v:17:y:2025:i:1:p:62-72
    DOI: 10.22610/imbr.v17i1(I).4340
    as

    Download full text from publisher

    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4340/2882
    Download Restriction: no
    File URL: https://ojs.amhinternational.com/index.php/imbr/article/view/4340
    Download Restriction: no
    File URL: https://libkey.io/10.22610/imbr.v17i1(I).4340?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Aspasia Goula & Maria-Aggeliki Stamouli & Maria Alexandridou & Lemonia Vorreakou & Aristeidis Galanakis & Georgios Theodorou & Emmanouil Stauropoulos & Martha Kelesi & Evridiki Kaba, 2021. "Public Hospital Quality Assessment. Evidence from Greek Health Setting Using SERVQUAL Model," IJERPH, MDPI, vol. 18(7), pages 1-16, March.
    2. Ouissal GOUMAIRI & Es-Saâdia AOULA & Souad BEN SOUDA, 2020. "Application of the SERVQUAL Model for the Evaluation of the Service Quality in Moroccan Higher Education: Public Engineering School as a Case Study," International Journal of Higher Education, Sciedu Press, vol. 9(5), pages 223-223, October.
    3. Aleksandra Jonkisz & Piotr Karniej & Dorota Krasowska, 2022. "The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries," IJERPH, MDPI, vol. 19(13), pages 1-15, June.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jenel Ituriaga & Klint Allen Mariñas & Charmine Sheena Saflor, 2024. "Enhancing Government Services to Rice Farmers in the Philippines: A Service Quality–Sustainability-Focused Approach for Long-Term Agricultural Resilience," Sustainability, MDPI, vol. 16(18), pages 1-24, September.
    2. Sandro V. Soares & Giovana R. Smania & Carlos R. M. Lima & Thiago C. Soares & Clarissa C. Mussi, 2024. "Relationship between Student Expectations, Perceptions, and Personal Characteristics in Integrated Technical Courses," International Journal of Business and Management, Canadian Center of Science and Education, vol. 18(6), pages 1-52, January.
    3. Soufiane Elmouhib & Rachida Goumrhare & Abdelkarim Moussa & Bouchra Benraiss & Amina Benraiss, 2024. "Educational Quality vs. Stress Impact: Assessing Student Well-Being in Moroccan Higher Education," Social Sciences, MDPI, vol. 13(12), pages 1-16, November.
    4. Aspasia Goula & Theodoros Rizopoulos & Maria-Aggeliki Stamouli & Martha Kelesi & Evridiki Kaba & Sotirios Soulis, 2022. "Internal Quality and Job Satisfaction in Health Care Services," IJERPH, MDPI, vol. 19(3), pages 1-17, January.
    5. Aleksandra Jonkisz & Piotr Karniej & Dorota Krasowska, 2022. "The Servqual Method as an Assessment Tool of the Quality of Medical Services in Selected Asian Countries," IJERPH, MDPI, vol. 19(13), pages 1-15, June.
    6. Mudan Yan & Mengjia Zhi & Yue Xu & Linlin Hu & Yuanli Liu, 2022. "Inpatient Satisfaction with Nursing Care and Its Impact Factors in Chinese Tertiary Hospitals: A Cross-Sectional Study," IJERPH, MDPI, vol. 19(24), pages 1-12, December.
    7. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Kate Nicole M. Tayao & Klint Allen Mariñas & Irene Dyah Ayuwati & Reny Nadlifatin & Satria Fadil Persada, 2022. "Socio-Economic Factors Affecting Member’s Satisfaction towards National Health Insurance: An Evidence from the Philippines," IJERPH, MDPI, vol. 19(22), pages 1-24, November.
    8. Sahin, Aleyna & Imamoglu, Gul & Murat, Mirac & Ayyildiz, Ertugrul, 2024. "A holistic decision-making approach to assessing service quality in higher education institutions," Socio-Economic Planning Sciences, Elsevier, vol. 92(C).
    9. Kamalpreet Kaur Paposa & Sukhvinder Singh Paposa, 2023. "From Brick to Click Classrooms: A Paradigm Shift During the Pandemic—Identifying Factors Influencing Service Quality and Learners’ Satisfaction in Click Classrooms," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 48(2), pages 182-196, May.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rnd:arimbr:v:17:y:2025:i:1:p:62-72. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Muhammad Tayyab (email available below). General contact details of provider: https://ojs.amhinternational.com/index.php/imbr .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.