Measuring customer satisfaction: The case of Kelantan Delights Restaurant

The aims of this study is to ascertain the restaurant attributes that associated with customer satisfaction, especially in one of the ethnic-theme restaurant, located in Kuala Lumpur, Malaysia namely Kelantan Delight (KD). In addition, this study also provides the critical factors that need high attention by the management in continuing to prosper. The restaurant attributes were adopted from previous study. Customers who dined in KD restaurant were solicited by using self-administered questionnaires. Importance-Performance analysis (IPA) is used in order to find whether the restaurant attributes offered are met with the customer satisfaction. The result indicates that five of the attributes need high attention by the KD management, especially with regards to the service, atmosphere and novelty. Overall, this study helps the management of the restaurant, especially the owner to understand and to take appropriate corrective action to survive in the competitive business environment.