Service Quality in the Malaysian Fast Food Industry: An Examination Using DINESERV

Abstract

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.

KEYWORDS:

• DINESERV
• fast food
• Malaysia
• service quality

Notes

Note. OSQ = overall service quality; AVA = average variance accounted for.