The Influence of Service Quality and Employee Personality on Customer Loyalty in Haidilao Malaysia

Kok Ban Teoh; Wang YongDuo; Wang QiMei; Wang Yang; Wang YiLing; PRIYA SETH; ANWESHA HAZARIKA; Daisy Mui Hung Kee

doi:10.32535/ijthap.v9i2.4671

The Influence of Service Quality and Employee Personality on Customer Loyalty in Haidilao Malaysia

Kok Ban Teoh, Wang YongDuo, Wang QiMei, Wang Yang, Wang YiLing, PRIYA SETH, ANWESHA HAZARIKA, Daisy Mui Hung Kee

Abstract

This study investigates how service quality and employee personality influence customer satisfaction and customer loyalty toward Haidilao Malaysia, focusing on customers at the Penang outlet. Haidilao is known for its strong service culture, which makes it a suitable setting to understand how staff behaviour and service performance shape customer experiences. In this study, service quality and employee personality are proposed to influence loyalty both directly and indirectly through customer satisfaction and trust. A quantitative research design is used, and data are collected through a structured questionnaire distributed to customers who have dined at Haidilao Penang. Likert scale items are used to measure service quality, employee personality, customer satisfaction, trust and loyalty. Descriptive analysis and correlation analysis are applied to examine the relationships among these variables. The findings aim to provide insights into how service quality and staff personality contribute to higher satisfaction, stronger trust and greater customer loyalty, including repeat visits and positive word of mouth. These insights can help Haidilao and similar restaurants enhance staff training, maintain consistent service delivery and improve customer

Keywords

Customer Loyalty; Customer Satisfaction; Haidilao; Service Quality; Trust

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DOI: https://doi.org/10.32535/ijthap.v9i2.4671