Assessment of Professed Service Quality of the Cafeteria Business: An Empirical Investigation
DOI:
https://doi.org/10.55324/iss.v2i4.328Keywords:
service quality, retail service quality, customer satisfaction, Saudi retail industry, confirmatory factor analysis (CFA)Abstract
Background: It is important to note that coffee is a phenomenon that has been around for a while in Saudi Arabia. Arabica coffee cultivation on thin basins and bordering mountain slants at elevations ranging from 1200 m to 1800 m in Yemen and Saudi Arabia can be traced back four or five centuries.
Aim: The researchers aimed to investigate the factors that have influenced the cafeteria's service quality and compare the effects of the determinants on cafeteria customers in the Saudi Arabian cities of Al Baha and Riyadh.
Method: The cafeteria and coffee have been the primary sources of information for the study, which uses SERVQUAL to investigate the causes of perceived facility and eminence in the cafe. An online questionnaire was used to poll a total of 178 respondents. The survey includes 169 respondents who responded most efficiently after applying the pilot study, which let go of irrelevant responses. The analysis through Confirmatory Factor Analysis (CFA) identifies the compelling aspects of the cafeteria in Al Baha and Riyadh, Saudi Arabia, which is ideal for the sector's future strategies.
Findings: The study's findings show that three factors significantly impact service quality, performance, convenience, and problem-solving. The other three were unimportant but still hold their importance in this research paper and can be used as sub-independent factors. The culture and habits of Saudi Arabia play a substantial part in the results' anomaly.
References
Abunar, S. M., Ali, M., Fazelrabbi, M., & Ismail, H. (2016). A study of state of food retail supply chain in Saudi Arabia: A conceptual framework. Engineering Management Research, 5(2), 1.
Al-ali, M., Erne, N., & Shamsuddin, S.M. (2015). Key determinants of customer satisfaction: Evidence from Malaysia grocery stores. Journal of Theoretical and Applied Information Technology, 74(3).
Al-Asmari, K. M., Zeid, I. M. A., & Al-Attar, A. M. (2020). Coffee Arabica in Saudi Arabia: An overview. International Journal of Pharmaceutical and Phytopharmacological Research (eIJPPR), 10(4), 71-78.
Baidoo, A., Tandoh, I., Israel, N., Nii, C., & Ayiku, A. (2021). Original Paper Assessing the Effects of Customer Service on Customer Retention in Selected Community Pharmacies in Kumasi. International Education and Culture Studies, 1(1).
Benedict, A. B., & Emmanuel, G. A. (2021). Analysis of cargo airline services quality in cargo delivery in Nigeria. Journal of Economics, Management and Trade, 37–47. https://doi.org/10.9734/jemt/2021/v27i630350
Bunchalieo, W., Ongkunaruk, P., & Puthpongsiriporn, T. (2018). Enhancing the service quality of a Japanese restaurant by importance-satisfaction analysis. ITMSOC Transactions on Innovation & Business Engineering, 3.
Chilembwe, J. M. (2014). Evaluation of service quality, value and satisfaction of air transportation in Malawi: Case study of Air Malawi. International Journal of Social Sciences and Entrepreneurship, 1(11), 236–266.
Dwidienawati, D., Kusuma, D.A., Kartini, H., & Wijaya, J. (2022). Do corporate social responsibility, service quality and customer satisfaction influence brand loyalty?. International Journal of Industrial Engineering & Production Research, 33(2), 1-12.
Etuk, A., Anyadighibe, J. A., Amadi, C., & James, E. J. (2022). Service quality delivery and consumers' choice of fast-food outlets. International Research Journal of Management, I.T. and Social Sciences, 9(2), 264–273. https://doi.org/10.21744/irjmis.v9n2.2038
Faisal, S. M., Khan, A. K., & Al Aboud, O.A. (2018). Estimating beta (?) values of stocks in the creation of diversified portfolio: A detailed study. Applied Economics and Finance, 5(3), 89-99.
Gorondutse, A. H., & Hilman, H. (2014). Mediation effect of customer satisfaction on the relationships between service quality and customer loyalty in the Nigerian foods and beverages industry: Sobel test approach. International Journal of Management Science and Engineering Management, 9(1), 1–8. https://doi.org/10.1080/17509653.2013.812337
Hashmi, A.R. (2018). Faith marketing a theoretical article. Sinergi, 8, 7–11.
Hashmi, A.R. (2020a). Customer relationship towards boundary spanner in-store (Bakhala): A Saudi perspective. In Academy of Marketing Studies Journal, 24(2).
Hashmi, A.R. (2020b). Exploring the factors impacting the service quality of the airline industry in KSA-expatriates viewpoints. International Journal of Management, 11(12), 1570–1579. https://doi.org/10.34218/IJM.11.12.2020.143
Hashmi, A.R. (2021). Revenge buying: An explorative perspective of the Albaha Region. International Journal of Advanced Research in Engineering and Technology (IJARET), 12(2), 159–166. https://doi.org/10.34218/IJARET.12.2.2020.014
Hashim, A., Faisal, S. M., & Khan, A. K. (2022). A time-series analysis of economic growth in the context of Indian Economy. Integrated Journal for Research in Arts and Humanities, 2(2), 9-14.
Hashim, A., Faisal, S. M., & Khan, A. K. (2022). An Intense Bibliographical Study of Job Satisfaction Theories in The Private vis-a-vis Public Sector of Banks. World Wide Journal of Multidisciplinary Research and Development, 8(2), 125-128.
Heskett, J. L., Jones, T. O., Loveman, G. W., Sasser, W. E., & Schlesinger, L. A. (1994). Putting the service-profit chain to work. Harvard business review, 72(2), 164-174.
Ihtiyar, A., & Ahmad, F. S. (2012). Measurement of perceived service quality in the food retail industry of Turkey. International Business Management, 6(2), 249–255. https://doi.org/10.3923/ibm.2012.249.255
Juliana, J., Stella, B., Austine, C. V., Budiono, E. D., & Klarissa, K. (2021). Antecedents on customer satisfaction Tuku Coffee Shop: A perspective expectation-confirmation theory and Kano's model. International Journal of Social, Policy and Law, 2(3), 1-11.
Karunasena, G., Vijerathne, D., & Muthmala, H. (2018). Preliminary framework to manage tenant satisfaction in facilities management service encounters. Facilities, 36(3–4), 171–194. https://doi.org/10.1108/F-05-2016-0050
Keshavarz, Y., Jamshidi, D., & Bakhtazma, F. (2016). The influence of service quality on restaurants' customer loyalty. Arabian Journal of Business and Management Review, 6(4).
Khan, A. K., Al Aboud, J. A., & Faisal, S. M. (2018). An empirical study of technological innovations in the field of accounting-boon or bane. Business & Management Studies, 4(1), 51-58.
Lee, H. J. (2022). A study on the effect of customer habits on revisit intention focusing on franchise coffee shops. Information, 13(2), 86. https://doi.org/10.3390/info13020086
Mmutle, T., & Shonhe, L. (2017). Customers' perception of service quality and its impact on reputation in the hospitality industry. African Journal of Hospitality, Tourism and Leisure, 6(3). https://doi.org/10.34218/ijm.11.12.2020.277
Mohi, Z. (2018). Student satisfaction towards Caffé Giunto Food festival view project interactive knowledge experience: Encouraging student using quick response code in higher learning institution in Malaysia view project. https://www.researchgate.net/publication/326199927
Nazar Khan, M., Salman, M., Nadeem, B., & Rizwan, M. The Impact of Product and Service Quality on Brand Loyalty: Evidence from Quick Service Restaurants. American Journal of Marketing Research, Vol. 2, No. 3, (2016).
Osman, A. (2014). Student Satisfaction Towards Service Quality of Front Office Staff: A Perspective of Public Higher Education Institution in Malaysia. Advances In Environmental Biology.
Poku, K., Ansah, M. O., & Lamptey, D. I. (2014). The impact of service quality delivery on customer loyalty in the telecommunication industry: A case study of Expresso Telecom, Ghana. Journal of Research in Marketing, 3(1).
Son, J. H., Kim, J. H., & Kim, G. J. (2021). Does employee satisfaction influence customer satisfaction? Assessing coffee shops through the service profit chain model. International Journal of Hospitality Management, 94. doi:10.1016/j.ijhm.2021.102866
Srivastava, G., & Mittal, A. (2013). Customer's expectation from service quality of private and public sector bank: A comparitive study. International Journal on Customer Relations, 1(1).
Tounekti, T., Mahdhi, M., Al-Turki, T. A., & Khemira, H. (2017). Genetic diversity analysis of coffee (Coffee arabica L.) Germplasm accessions growing in the Southwestern Saudi Arabia using quantitative traits. Natural Resources, 8(5), 321–336. https://doi.org/10.4236/nr.2017.85020
Wang, Y., Zhang, Z., Zhu, M., & Wang, H. The impact of service quality and customer satisfaction on reuse intention in urban rail transit in Tianjin, China. SAGE Open, 10(1), (2020). https://doi.org/10.1177/2158244019898803
Wu, H. C., & Mohi, Z. (2015). Assessment of service quality in the fast-food restaurant. Journal of Foodservice Business Research, 18(4), 358–388. https://doi.org/10.1080/15378020.2015.1068673
Zebrga, F. W., & Zaveri, B. (2020). Effect of service quality on customer loyalty: a study of hotels in ethiopia. International Journal of Management (IJM), 11(3).
Zia, A., & Hashmi, A. R. (2019). Exploring the factors affecting service quality of zain mobile subscribers in Albaha, Saudi Arabia. International Journal of Innovative Technology and Exploring Engineering, 8(11), 2400–2405. https://doi.org/10.35940/ijitee.J9934.0981119
Published
Issue
Section
License
Copyright (c) 2023 Syed Mohammad Akmal, Abdul Razzak Hashmi, Syed Mohammad Faisal, Ahmad Khalid Khan
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
