Service Quality towards Customer Satisfaction, Case Study

Since 20th century, the Korean wave has been a phenomenon globally and it has also spread through Malaysia in terms of culture, music, fashion and also food. Study shows that Malaysian is attracted towards Korean cuisine which increases the demand of Korean cuisine. As result, numerous of new business opportunities have raised. Sopoong, IOI City Mall, Putrajaya is one of the top and thriving Korean cuisine restaurant with more than five branches all over Kuala Lumpur and Klang Valley area. The aims of this study are to help the food establishment to improve their service quality and subsequently increase the customer satisfaction, and also could help any other organizations that are interrelated to this research. This research is also purposely to determine the relationship of service quality with customer satisfaction focused at Sopoong, IOI City Mall, Putrajaya. The researchers used the service quality dimension (SERVQUAL) such as tangibility, reliability, responsiveness, assurance and empathy to find the relationship with customer satisfaction as the main idea. This study is a quantitative study conducted to tracks the seasonal trends or phenomena related to the issue. For this research, survey questionnaire was used as data collection method and three hundred and one (301) questionnaires were distributed to respondent at Sopoong, IOI City Mall, Putrajaya. The data collected are analysed by using descriptive and correlation analysis by using IBM-SPSS software. The findings of this study show that the relationship between service quality and customer satisfaction is availabl