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UPSI Digital Repository (UDRep)
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| Abstract : Perpustakaan Tuanku Bainun |
| To date, popularity of Malay upscale restaurant is still outshined by other
international full service restaurant that comes from different part of the world such as American,
Mexican, Siamese, Spanish, French, Korean, Japanese and others. Basically the highly demand
towards international full service restaurant has made local restaurants particularly Malay full
service restaurants trying to be a player and taking a share of this market. This study focuses on
the analyzing the influence of customer perceived value and perceived service performance on
customer satisfaction to Malay upscale restaurants in Kuala Lumpur. It looks at the dimension in
perceived value on emotional responses, monetary price, behavioral price and reputation.
Meanwhile, the dimension in perceived service performance looks on physical environment
quality, interactional quality and outcome quality.
A total of 5 Malay upscale restaurants were chosen and 170 customers participated in this study.
Data were collected through self-administered questionnaires. Descriptive statistics, reliability
analysis, Pearson correlation and multiple analyses were used in the data analysis. Findings showed
that perceived service performance has a high contribution ( =0.726, p |
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