Satisfaction of Persons with Physical Disabilities at Family-Style R estaurants in Kuala Terengganu

Nur Anis Fatihah Abu Bakar Hamzah; Nur Amira Syazani Anuar; Fatimah Abd Ghani; Noorazlin Ramli

doi:10.22610/imbr.v17i1(I)S.4422

Author

Nur Anis Fatihah Abu Bakar Hamzah
- Johnny’s Restaurant @ Aeon Mall Nilai. Nilai. Negeri Sembilan, Malaysia
- Malaysia
Nur Amira Syazani Anuar
- Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Cawangan Terengganu Kampus Dungun, Terengganu, Malaysia
- Malaysia
Fatimah Abd Ghani
- Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Cawangan Terengganu Kampus Dungun, Terengganu, Malaysia
- Malaysia
Noorazlin Ramli
- Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Cawangan Terengganu Kampus Dungun, Terengganu, Malaysia
- Malaysia

Abstract

For people with disabilities (PWDs) to have the best possible dining experiences in restaurants, they require specialized accessibility. Nevertheless, some restaurant owners sometimes overlook this issue when offering suitable amenities for this particular group of patrons. Therefore, this study aims to identify physical key factors influencing individuals with physical disabilities at family-style restaurants in Kuala Terengganu, Malaysia. The physical key variables in this study include the respective space for parking facilities, the building's design, the design of the dining area, and the family-style restaurant restroom specifications. 400 valid replies were analyzed using the Statistical Package for the Social Sciences (SPSS), and the analysis's findings demonstrate the importance of each suggested variable. The data was gathered in Kuala Terengganu using an online questionnaire and some paper surveys ~~,~~ in compliance with the restriction on physical distances. According to this study, the design of buildings, the design of the dining area, and restroom specifications are the three independent factors that impact customer satisfaction. Future academicians and other interested parties can learn more about the topic of this study. Government agencies and food service providers will also benefit from the insights as they plan and operationalize better in the future to increase consumer satisfaction.

Keywords

References

Ahmed, S., Asheq, A. A., Ahmed, E., Chowdhury, U. Y., Sufi, T., & Mostafa, M. G. (2022). The intricate relationships of consumers’ loyalty and their perceptions of service quality, price and satisfaction in restaurant service. The TQM Journal, 35(2), 519–539. https://doi.org/10.1108/tqm-06-2021-0158 DOI: https://doi.org/10.1108/TQM-06-2021-0158
Aini, Q., Marlina, H., & Nikmatullah, A. (2019). Evaluation of Accessibility for People with Disability in Public Open Space. IOP Conference Series: Materials Science and Engineering, 506, 012018. https://doi.org/10.1088/1757-899x/506/1/012018 DOI: https://doi.org/10.1088/1757-899X/506/1/012018
Asenahabi, B. M. (2019). Basics of Research Design: A Guide to selecting appropriate research design. International Journal of Contemporary Applied Researches, 6(5), 76–89.
Ata, K. M., Soh, A. C., Ishak, A., Jaafar, H. I., & Khairuddin, N. A. (2019). Smart Indoor Parking System Based on Dijkstra’s Algorithm. International Journal of Electrical Engineering and Applied Sciences (IJEEAS), 2(1), 13–20. https://core.ac.uk/download/pdf/229280683.pdf
Aureliano-Silva, L., Xi, L., & Spers, E. E. (2021). The effect of online reviews on restaurant visit intentions: applying signalling and involvement theories. Journal of Hospitality and Tourism Technology, 12(4), 672–688. https://doi.org/10.1108/jhtt-06-2020-0143 DOI: https://doi.org/10.1108/JHTT-06-2020-0143
Awang, N. A., Chua, S. J. L., Ali, A. S., Au-Yong, C. P., Naicker, A. S., & Yuliawiratman, B. S. (2021). Persons with disability perception of facilities management service quality: hospital buildings in Malaysia. International Journal of Health Care Quality Assurance, 34(3/4), 125–139. DOI: https://doi.org/10.1108/IJHCQA-08-2020-0165
Badia, M., Orgaz, B. M., Verdugo, M. A., Ullán, A. M., & Martinez, M. M. (2011). Personal factors and perceived barriers to participation in leisure activities for young and adults with developmental disabilities. Research in Developmental Disabilities, 32(6), 2055 -2063. https://doi.org/10.1016/j.ridd.2011.08.007 DOI: https://doi.org/10.1016/j.ridd.2011.08.007
Bae, S., Slevitch, L., & Tomas, S. (2018). The effects of restaurant attributes on satisfaction and return patronage intentions: Evidence from solo diners’ experiences in the United States. Cogent Business & Management, 5(1), 1–16. https://doi.org/10.1080/23311975.2018.1493903 DOI: https://doi.org/10.1080/23311975.2018.1493903
Bakar, A. Z. A., Ganesan, L., Othman, M., Haron, S. A., and Ishak, F. A. C. (2020). Where to eat: exploring silver consumer restaurant dining choice in Malaysia. JSSH 28, 3297–3317. doi: 10.47836/pjssh.28.4.44 DOI: https://doi.org/10.47836/pjssh.28.4.44
Bashiti, A., & Asiah Abdul Rahim. (2016). Physical Barriers Faced by People with Disabilities (PwDs) in Shopping Malls. Procedia - Social and Behavioral Sciences, 222, 414–422. https://doi.org/10.1016/j.sbspro.2016.05.199 DOI: https://doi.org/10.1016/j.sbspro.2016.05.199
Berezina, K., Cobanoglu, C., Miller, B. L., &Kwansa, F. A. (2012). The impact of information security breach on hotel guest perception of service quality, satisfaction, revisit intentions and word-of-mouth. International Journal of Contemporary Hospitality Management, 24(7), 991–1010. https://doi.org/10.1108/09596111211258883 DOI: https://doi.org/10.1108/09596111211258883
Castro, C. F. T., Gay, D. L., Joaquin, M. L. A., Landicho, J. M., Lazaro, K. M., Sorrosa, V. M. V., & Villanueva, F. C. C. (2022). Accessible Tourism Experience in Restaurants: The Case of Persons with Disabilities Residing in Bulacan. Cosmos An International Journal of Art & Higher Education, 11(1), 53–71. http://doi.org/10.46360/cosmos.ahe.520221007
Cheng, C.-H. (2020). The Satisfaction Study of People with Disabilities Regarding the Restaurant with Barrier-Free Environment in Taiwan Tourism Area. International Business Research, 13(4), 1–13. https://doi.org/10.5539/ibr.v13n4p1 DOI: https://doi.org/10.5539/ibr.v13n4p1
Choibamroong, T., & Angkananon, K. (2022). Accessibility Barriers in the Second-Tier Tourism Cities of Thailand for People with Visual Impairments. GeoJournal of Tourism and Geosites, 45(4, Suppl.), 1683–1692. https://doi.org/10.30892/gtg.454spl18-989 DOI: https://doi.org/10.30892/gtg.454spl18-989
De Faria, M. D., Da Silva, J. F., & Ferreira, J. B. (2012). The visually impaired and consumption in restaurants. International Journal of Contemporary Hospitality Management, 24(5), 721–734. https://doi.org/10.1108/09596111211237264 DOI: https://doi.org/10.1108/09596111211237264
Daniel, D., Nastiti, A., Surbakti, H. Y., & Dwipayanti, N. M. (2023). Access to inclusive sanitation and participation in sanitation programs for people with disabilities in Indonesia. Scientific Reports, 13(4310), 1–12. https://doi.org/10.1038/s41598-023-30586-z DOI: https://doi.org/10.1038/s41598-023-30586-z
Department of Social Welfare Malaysia. (2023). https://www.jkm.gov.my/jkm/index.php?r=portal/index
D’Souza, O. N., & Kuntz, J. R. C. (2021). Examining the impact of reasonable accommodation appraisals on New Zealand managers’ attitudes toward hiring people with disability. Equality, Diversity and Inclusion: An International Journal, 42(6), 754–771. https://doi.org/10.1108/edi-08-2021-0207 DOI: https://doi.org/10.1108/EDI-08-2021-0207
Ghasemi, V., Oliveira, M.G. & Kuhzady, S., (2022). “Marketing Mix Analysis for Dote Restaurants in Portugal”. International Case Studies in Tourism Marketing, 218. DOI: https://doi.org/10.4324/9781003182856-27
Gillovic, B., & McIntosh, A. (2020). Accessibility and Inclusive Tourism Development: Current State and Future Agenda. Sustainability, 12(22), 9722. https://doi.org/10.3390/su12229722 DOI: https://doi.org/10.3390/su12229722
Gordon, J.-S., & Tavera-Salyutov, F. (2018). Remarks on disability rights legislation. Equality, Diversity and Inclusion: An International Journal, 37(5), 506–526. https://doi.org/10.1108/edi-12-2016-0114 DOI: https://doi.org/10.1108/EDI-12-2016-0114
Hwang, J. (2022). A factor analysis for identifying people with disabilities’ mobility issues in built environments. Transportation Research Part F: Traffic Psychology and Behavior, 88, 122–131. https://doi.org/10.1016/j.trf.2022.05.016 DOI: https://doi.org/10.1016/j.trf.2022.05.016
Ishak, F. A. C., Mazlan, N., Lokman, N. A., Karim, M. S. A., & Mohamad, S. F. (2021). Exploring the Issues and Challenges in Managing Themed Restaurants in Klang Valley, Malaysia. International Journal of Academic Research in Business and Social Sciences, 11(10), 1121–1135. http://dx.doi.org/10.6007/IJARBSS/v11-i10/11490 DOI: https://doi.org/10.6007/IJARBSS/v11-i10/11490
Jani, D. and Han, H. (2011). Investigating the key factors affecting behavioral intentions: Evidence from a full?service restaurant setting. International Journal of Contemporary Hospitality Management, 23(7), 100?18. DOI: https://doi.org/10.1108/09596111111167579
Joo, N., & Cho, K. (2012). Study on the Utilization of Restaurant Services by the Disabled and their Demand for Better Access in Korea. Asia Pacific Journal of Tourism Research, 17(3), 338–353. https://doi.org/10.1080/10941665.2011.628327 DOI: https://doi.org/10.1080/10941665.2011.628327
Kamarudin, H., Ariff, N. R. M., Ismail, W. Z. W., Bakri, A. F., & Ithnin, Z. (2014). Malaysian Scenario on Access and Facilities for Persons with Disabilities: A literature review. MATEC Web of Conferences, 15, 1–7. https://doi.org/10.1051/matecconf/20141501019 DOI: https://doi.org/10.1051/matecconf/20141501019
Khan, S., Hussain, S. and Yaqoob, F. (2013). Determinants of customer satisfaction in fast food industry a study of fast-food restaurants Peshawar Pakistan. Studia commercialia Bratislavensia, 6(21), 56-65. DOI: https://doi.org/10.2478/stcb-2013-0002
Maemunah, I. (2021). Implementation of Cleanliness, Health and Environmental Sustainability Guidelines in Restaurants around the Southern Java Crossing Route in Ciamis Regency. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(2), 2635–2642. https://doi.org/10.33258/birci.v4i2.1970 DOI: https://doi.org/10.33258/birci.v4i2.1970
Mamee, W., & Sahachaisaeree, N. (2010). Public toilet design criteria for users with walking disability in conjunction with universal design paradigm. Procedia - Social and Behavioral Sciences, 5, 1246–1250. https://doi.org/10.1016/j.sbspro.2010.07.269 DOI: https://doi.org/10.1016/j.sbspro.2010.07.269
Mu, J., & Kang, J. (2023). Dining comfort in elderly care facility dining rooms and influencing factors before and after the outbreak of the COVID-19 pandemic. Frontiers in Psychology, 14. https://doi.org/10.3389/fpsyg.2023.1106741 DOI: https://doi.org/10.3389/fpsyg.2023.1106741
Nguyen, Q., Nisar, T. M., Knox, D., & Prabhakar, G. P. (2018). Understanding customer satisfaction in the UK quick service restaurant industry: The influence of the tangible attributes of perceived service quality. British Food Journal, 120(6), 1207–1222. https://doi.org/10.1108/bfj-08-2017-0449 DOI: https://doi.org/10.1108/BFJ-08-2017-0449
Najhan, N. F. S. M., Shahril, A. M., Chik, C. T., & Abdullah, F. C. (2022). The relationship between restaurant atmosphere and customer satisfaction: Malaysian restaurant contexts. Advances in Business Research International Journal, 8(1), 46-59. DOI: https://doi.org/10.24191/abrij.v8i1.4297
Osman, M. M., Radzi, F. H. M., Bakri, N. I. M., & Ibrahim, M. (2015). Barrier-Free Campus: University Malaya, Kuala Lumpur. Procedia - Social and Behavioral Sciences, 168, 134–144. DOI: https://doi.org/10.1016/j.sbspro.2014.10.219
Perdana, F. R. (2020). Aksebilitas Difabel Pada Objek Wisata Malioboro. JPI (Jurnal Pendidikan Inklusi), 4(1), 66–84. https://doi.org/10.26740/inklusi.v4n1.p66-84 DOI: https://doi.org/10.26740/inklusi.v4n1.p66-84
Piramanayagam, S., Pratim, P., & More, B. (2019). Inclusive hotel design in India: A User Perspective. Journal of Accessibility and Design for All, 9(1), 41–65. https://doi.org/10.17411/jacces.v9i1.185
Rahate, P., Gujwar, N., Khorgade, M., Moundekar, V., Gupta, Y., & Mirza, A. (2022). Design and Development of Staircase Ramp for Disabled Person. International Journal of Multidisciplinary Research in Science, Engineering and Technology (IJMRSET), 5(6), 1067–1071. https://doi.org/10.15680/IJMRSET.2022.0506010
Rashid, M. H. A., Hamzah, M. I., Shobri, N. D. M., & Hashin, N. (2019). A Review on Full-Service Restaurants in Malaysia. International Tourism and Hospitality Journal, 2(1), 1–6.
Razak, A., Sabri, A., & Mohammad, T. (2023). The Restaurateurs’ Perspective on The Impact of Social Media Advertisements on Family Restaurants in Dungun, Terengganu. International Journal of Business and Technology Management, 5(S1), 292–304. https://doi.org/10.55057/ijbtm.2023.5.S1.28 DOI: https://doi.org/10.55057/ijbtm.2023.5.S1.28
Reindrawati, D.Y., Noviyanti, U.D.E., & Young, T. (2022). Tourism Experiences of People with Disabilities: Voices from Indonesia. Sustainability, 14, 1–21. https://doi.org/10.3390/su142013310 DOI: https://doi.org/10.3390/su142013310
Safri, S. N. W., & Mohi, Z. (2022). The Quality of Kopitiam Physical Environment: Are Patrons Satisfied? Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 14(3), 1–22. https://ir.uitm.edu.my/id/eprint/72334/1/72334.pdf
Sawangsuk, N. (2017). Cultural Tourism Management for groups of people with disabilities. International Thai Tourism Journal, 13(1), 57-82
The ASEAN Secretariat. (2016, January). ASEAN Public Toilet Standard (338.4791). Association of Southeast Asian Nations (ASEAN). https://www.asean.org/wp-content/uploads/2012/05/ASEAN-Public-Toilet-Standard.pdf
Uslu, A., & Eren, R. (2020). Critical Review of Service Quality Scales with a Focus on Customer Satisfaction and Loyalty in Restaurants. DETUROPE – The Central European Journal of Regional Development and Tourism, 12(1), 64–84. https://doi.org/10.32725/det.2020.004 DOI: https://doi.org/10.32725/det.2020.004
Van Naarden Braun, K., Yeargin-Allsopp, M., & Lollar, D. (2006). Factors associated with leisure activity among young adults with developmental disabilities. Research in Developmental Disabilities, 27, 567-583. https://doi.org/10.1016/j.ridd.2005.05.008 DOI: https://doi.org/10.1016/j.ridd.2005.05.008
Walker, J. R. (2022). The Restaurant: From Concept to Operation (Ninth ed.). John Wiley & Sons.
Walter, U., Edverdson, B. and Ostromos, A. (2010). Drivers of customers’ service experiences: a study in the restaurant industry. Managing Service Quality, 20(3), 236?58. DOI: https://doi.org/10.1108/09604521011041961
World Health Organization (2023, March 7). Disability. https://www.who.int/news-room/fact-sheets/detail/disability-and-health
Zakaria, H., Kamarudin, D., & Manan, W. K. A. W. A. (2019). Service Quality, Satisfaction, and Customer Loyalty in Peer-to-Peer Lodging in Malaysia. TEST Engineering and Management, 81, 812–818. https://www.researchgate.net/publication/352438327

Downloads

Full-text downloads recorded for this article, by month.

No downloads have been recorded for this article yet. Figures appear here once readers begin downloading the full text.

How to Cite

Abu Bakar Hamzah, N. A. F., Anuar, N. A. S., Abd Ghani, F., & Ramli, N. (2025). Satisfaction of Persons with Physical Disabilities at Family-Style R estaurants in Kuala Terengganu. Information Management and Business Review, 17(1(I)S), 11-23. https://doi.org/10.22610/imbr.v17i1(I)S.4422

Share this article

License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team edits and formats manuscripts to bring uniformity and standardization in published material.

This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.

Satisfaction of Persons with Physical Disabilities at Family-Style R estaurants in Kuala Terengganu

Download the full text

Author

Abstract

Keywords

References

Downloads

How to Cite

Share this article

License

Keywords

Section

Published in

Published

Submissions