Factors affecting customers' satisfaction towards on-premise wedding catering services in Klang Valley

Abstract

The aim of this study is to identify the factors affecting customers’ satisfaction of on-premise wedding catering services in Klang Valley. The conceptual framework proposes four dimensions that influence the customers’ satisfaction of on-premise wedding catering services in Klang Valley, those are facility and atmosphere, quality, price and service. Moreover, 210 respondents are selected using purposive sampling method to participate in online questionnaires. The empirical findings show that facility and atmosphere, price and service do have significant influence while quality does not have significant influence on customers’ satisfaction towards on-premise wedding catering services in Klang Valley. However, quality is the most influential dimension and does reflect a positive relationship with customers’ satisfaction towards on-premise wedding catering services in Klang Valley. This study provides valuable insight into improving service quality of on-premise wedding catering services and indirectly satisfying customers and creating loyalty.