Factors Impacting Customer Satisfaction in the Hotel Restaurant at Kota Kinabalu, Sabah: A Study of Hotel Restaurant Attributes
DOI:
https://doi.org/10.51200/mjbe.v0i0.2199Keywords:
customer satisfaction, food quality, service quality, atmosphere, hotel restaurant attributesAbstract
The purpose of this research was to access the influence of hotel restaurant attributes towards customer satisfaction in the hotel restaurant. In this paper, three of the hotel restaurant attributes will be discussed. The main objectives of this study are to examine the relationship between food quality, service quality and atmosphere towards customer satisfaction in the hotel restaurant. This study using a quantitative approach and questionnaire has been distributed to the respondents who have dined in at the hotel restaurant in the Kota Kinabalu area. Meanwhile, the data for this study will be analyzed using Partial Least Square via Structural Equation Modelling. The result shows that food quality, service quality and atmosphere have a significant effect on customer satisfaction. This study will assist the hotel industry in Kota Kinabalu as generally in obtaining a better picture of the key factor that determines customer satisfaction to stay competitive with another freestanding restaurant.
Downloads
Published
How to Cite
Issue
Section
License
CCBY (Attribution)
https://creativecommons.org/licenses/by/4.0/
© Universiti Malaysia Sabah 2025
All rights reserved. No part of this publication may be reproduced, distributed, stored in a database or retrieval system, or transmitted, in any form or by any means, electronic, mechanical, graphic, recording or otherwise, without the prior written permission of Universiti Malaysia Sabah Press, except as permitted by Act 332, Malaysian Copyright Act of 1987. Permission of rights is subjected to the journal.

