Authors : J. Azila, Z. Zaminor, I. Mohammad, A. Nor Asma, M.Z. Siti Zamanira, M.Y. Nurul Hafizah and M.D. Aikal Liyani
Abstract: This study investigates the relationship between tangible quality (service quality and food quality) towards customers’ re-patronage intention in local fast-food restaurant. The objectiveis to determine salient factors that create re-patronage intention toward fast-food restaurant by evaluating the current service performance in those selected fast-food restaurant. The study was conducted quantitatively where simple random sampling method was chosen in collecting data. The dimensions of SERVQUAL and food quality were used as variables in this study in measuring the intention of customers to dine-in at thechosen restaurant. 404 questionnaires were collected and the finding uses the Partial Least Square (PLS) technique to analyse data by using SmartPLS 2.0 Software for validating measurements and testing the hypothesis. Finding of this study prove that there is positive relationship between two factors (menu appeal and responsiveness) which are the salient factors that create re-patronage intention towards local fast-food restaurant. Overall, this study suggest fast food restaurant to focus on delivering values to the customers while enhance the other restaurant qualities to capture long term relation with customers.
J. Azila, Z. Zaminor, I. Mohammad, A. Nor Asma, M.Z. Siti Zamanira, M.Y. Nurul Hafizah and M.D. Aikal Liyani, 2017. The Impact of Tangible Quality on Re-Patronage Intention among Fast-Food Consumers. International Business Management, 11: 1-7.