Service quality has been highlighted as the vital element in fulfilling customers' needs, which contributes to the customers' evaluation on the services given. As food truck business is increasingly popular in Malaysia, it is important for the food trucks' service provider to ensure that their service quality meets the standard to satisfy the customers in order to build customer loyalty. Therefore, the aim of this study is to investigate the relationship between food trucks' service quality with customer satisfaction and its impact toward customer loyalty. The customer service was measured using service quality (SERVQUAL) attributes (tangibles, reliability, responsiveness, assurance and empathy).,A quantitative study was conducted to examine the influence of food trucks' service quality on customer satisfaction and its impact toward customer loyalty. A total of 100 food truck customers have been randomly selected to answer the self-administered questionnaire. Data collected were analyzed using frequency, descriptive, reliability, Pearson correlation and regression analysis.,Findings indicated that three out of five attributes of service quality have significant relationships toward customer satisfaction. They are tangibles (β = 0.225, p < 0.05), reliability (β = 0.349, p < 0.05) and assurance (β = 0.311, p < 0.05). Moreover, the customer loyalty (β = 0.643, p < 0.01) has a significant relationship with customer satisfaction.,Service quality can be characterized as the discrepancy between customer service standards and actual service. When expectations are higher than performance, perceived quality is less than acceptable and therefore consumer disappointment exists which eventually decreases customer loyalty toward a product or services. The study suggested that physical image of the food trucks' service like physical facilities, how the service being performed and also courtesy and knowledge of the food trucks' employees are very important to transfer confidence and trust to customers, which then will influence them to be loyal.

中文翻译：

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食品卡车服务质量对顾客满意度的影响及其对顾客忠诚度的影响

服务质量已被强调为满足客户需求的重要因素，这有助于客户对所提供服务的评价。随着食品卡车业务在马来西亚越来越受欢迎，食品卡车服务提供商必须确保其服务质量符合标准以满足客户以建立客户忠诚度。因此，本研究的目的是调查食品卡车服务质量与客户满意度之间的关系及其对客户忠诚度的影响。使用服务质量 (SERVQUAL) 属性（有形、可靠性、响应性、保证和同理心）来衡量客户服务。进行了定量研究以检查食品卡车的影响 服务质量对顾客满意度的影响及其对顾客忠诚度的影响。总共随机选择了 100 名食品卡车客户来回答自我管理的问卷。使用频率、描述性、可靠性、Pearson 相关性和回归分析对收集的数据进行分析。结果表明，服务质量的五项属性中有三项与客户满意度有显着关系。它们是有形的（β = 0.225，p < 0.05）、可靠性（β = 0.349，p < 0.05）和保证（β = 0.311，p < 0.05）。此外，客户忠诚度（β = 0.643，p < 0.01）与客户满意度有显着关系。服务质量可以表征为客户服务标准与实际服务之间的差异。当期望高于绩效时，感知质量低于可接受的程度，因此存在消费者失望，最终降低客户对产品或服务的忠诚度。该研究表明，食品卡车服务的物理形象，如物理设施、服务的执行方式以及食品卡车员工的礼貌和知识，对于将信心和信任传递给客户非常重要，这将影响他们成为忠诚。