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September 10, 2025International Journal of Innovative Research and Scientific Studies

Service quality and customer satisfaction using SERVQUAL Model: restaurant industry in Malaysia

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Authors

AAAzadeh AmoozegarINTI International UniversityXLXu LiuNanchang UniversityMFMohammad FalahatAsia Pacific University of Technology & Innovation

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Overview

Descriptive correlational research reveals service quality influences customer satisfaction in fast food chains, highlighting the role of customer trust.

Key Points

  • Service quality significantly enhances customer satisfaction in the restaurant industry.
  • Customers perceive service quality positively, especially in fast food chains in Malaysia, indicating brand differentiation.
  • Customer trust partially mediates the relationship between tangibility, assurance, responsiveness, and empathy.
  • Continuous investment in service improvement can lead to increased customer loyalty and retention.

Cite This Study

Amoozegar et al. (2025) studied this question.

synapsesocial.com/papers/68c1b80c54b1d3bfb60ebb04https://doi.org/10.53894/ijirss.v8i5.8857
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Taste Beyond the Trend: How Service Quality Drives Customer Loyalty in Malaysia’s Fast-Service F&B Sector2025
  2. 2Analysing the expectation vs. satisfaction gaps and prioritising dimensions of service quality for middle-class restaurant sector2026
  3. 3Service Quality Influence on Consumer Satisfaction in the Banking Sector Aimed at Sustainable Growth2024 · 21 citations
  4. 4From Order to Satisfaction: Examining Food, Service, and Value Drivers of Customer Satisfaction in the Fast-Food Industry2025
  5. 5Service Quality and Customer Satisfaction with Special Reference to Restaurants2024 · 2 citations