Service quality in the Malaysian fast food industry : an examination using DINESERV

Bougoure, Ursula & Neu, Meng-Keang (2010) Service quality in the Malaysian fast food industry : an examination using DINESERV. Services Marketing Quarterly, 31(2), pp. 194-212.

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This study addresses calls in the literature for the external validation of Western-based marketing concepts and theory in the East. Using DINESERV, the relationships between service quality, overall service quality perceptions, customer satisfaction, and repurchase intentions in the Malaysian fast food industry are examined. A questionnaire was administered to Malaysian fast food consumers at a large university, resulting in findings that support the five-dimensional nature of DINESERV and three of four proposed hypotheses. This study contributes to knowledge of service quality in developing countries and is the first to examine DINESERV in the Malaysian fast food industry.

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9 citations in Scopus
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ID Code: 32607
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: DINESERV, fast food, Malaysia, service quality
DOI: 10.1080/15332961003604360
ISSN: 1533-2969
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2010 Routledge
Deposited On: 16 Jun 2010 22:41
Last Modified: 29 Feb 2012 14:29

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