IMPACT OF INDIAN MUSLIM RESTAURANTS’ HYGIENIC ATMOSPHERE ON DINERS’ SATISFACTION:EXTENDING THE EXPECTATION DISCONFIRMATION THEORY

Lim Soon Chow (), Gengeswari Krishnapillai () and Chong Yee Lee ()
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Lim Soon Chow: Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Malaysia
Gengeswari Krishnapillai: Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Malaysia
Chong Yee Lee: Faculty of Business and Finance, Universiti Tunku Abdul Rahman, Malaysia

JOURNAL STUDIA UNIVERSITATIS BABES-BOLYAI NEGOTIA, 2019

Abstract: Foodborne illness, as reported in the news, is a persistent public health problem in Malaysia. Reports have suggested that workers in Indian Muslim food eateries in the country were observed to be unhygienic during meal preparation – raising concerns on the consequence of such exposure to diners’ overall health and well-being. Therefore, this study hopes to emphasize the determinants of diners’ satisfaction towards Indian Muslim restaurants based on their experience and expectation. The Expectation Disconfirmation Theory primarily employed in this study with an interest in developing a good understanding of issues concerning hygienic foodservices. This study also helps to highlight the priority restaurant operators should put on both food and dining satisfaction. Food marketers who are interested in customer happiness and hygiene compliance at work should benefit from this body of knowledge on diners’ satisfaction based on experience and expectation with restaurant atmospherics.

Keywords: restaurants; customer satisfaction; well-being; quality of life (search for similar items in EconPapers)
JEL-codes: I31 L83 (search for similar items in EconPapers)
Date: 2018
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