%0 Journal Article
	%A Dayang Nailul Munna Abang Abdullah and  Francine Rozario
	%D 2009
	%J International Journal of Economics and Management Engineering
	%B World Academy of Science, Engineering and Technology
	%I Open Science Index 29, 2009
	%T Influence of Service and Product Quality towards Customer Satisfaction: A Case Study at the Staff Cafeteria in the Hotel Industry
	%U https://publications.waset.org/pdf/15478
	%V 29
	%X The main objectives of this study were to identify
attributes that influence customer satisfaction and determine their
relationships with customer satisfaction. The variables included in
this research are place/ambience, food quality and service quality as
independent variables and customer satisfaction as the dependent
variable. A survey questionnaire which consisted of three parts to
measure demographic factors, independent variables, and dependent
variables was constructed based on items determined by past
research. 149 respondents from one of the well known hotel in Kuala
Lumpur, MALAYSIA were selected as a sample. Psychometric
testing was conducted to determine the reliability and validity of the
questionnaire. From the findings, there were positive significant
relationship between place/ambience (r=0.563**, p=0.000) and
service quality (r=0.544**, p=0.000) with customer satisfaction.
However, although relationship between food quality and customer
satisfaction was significant, it was in the negative direction (r=-
0.268**, p=0.001). New findings were discovered after conducting
this research and previous research findings were strengthened by the
results of this research. Future researchers could concentrate on
determining attributes that influence customer satisfaction when
cost/price is not a factor and reasons for place/ambience is currently
becoming the leading factor in determining customer satisfaction.
	%P 346 - 351