Customer perception and satisfaction towards service delivered by foreign workers of foodservice premises in Seremban

Abstract

Number of foreign workers in foodservice in Malaysia is mushrooming and their background was different with the local people. So, it becomes a problem for the perception of customers to them. The objective of this study was to identify customer's perception and satisfaction, their relationship and to investigate the most important factor that affecting customers' satisfaction. A survey conducted using convenience sampling by taking 100 samples from the customers who had experience served by foreign workers within past two weeks at shopping complex and KTM station in Seremban. It takes mone month to collect all the data. Questionnaires including seven dimensions, which is the reliability, responsiveness, assurance, empathy, accent, hygiene and communication with the foreign workers. The results showed that respondents have moderate neutral perception to the foreign workers.