Author/Authors :
Zainol, Noorliza Universiti Teknologi MARA (Pulau Pinang) - Faculty of Hotel and Tourism Management, Malaysia , Rozali, Abdul Rahman Ahmad Universiti Teknologi MARA (Pulau Pinang) - Faculty of Hotel and Tourism Management, Malaysia , Razali, Muhammad Azli Universiti Teknologi MARA (Pulau Pinang) - Faculty of Hotel and Tourism Management, Malaysia , Bashir, Muhammad Arif Aizat Universiti Teknologi MARA (Pulau Pinang) - Faculty of Hotel and Tourism Management, Malaysia , Tazijan, Farina Universiti Teknologi MARA (Pulau Pinang) - Academic of Language Studies, Malaysia
Abstract :
Complaint behaviour in restaurant service industry is remarkably known. This study empirically investigates the attitudes, causes to complaints in restaurants and most importantly the customer complaints behaviour in restaurant services. Personally administered questionnaire was used and through a series of analyses from frequencies, descriptive to inferential statistics, some useful insights or predictors on the issues of interest were obtained. The findings indicate that majority of the restaurant customers are clearly concerned about the services that they have experienced in restaurant thus disappointed services will usually turn out to be complaints.
Keywords :
customers , complaints behaviour , restaurants service industries , defection
