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The franchise industry in Malaysia has experienced significant growth over the past few decades, establishing itself as a vital component of the national economy. Franchising, with its unique model of replicating successful business formats, has enabled both local and international brands to expand rapidly across the country, contributing to job creation, entrepreneurship, and consumer choice.
Service quality is crucial in academic research and practical application, particularly in service industries. Parasuraman, Zeithaml, and Berry (1988) define service quality as the gap between customer expectations and their perceptions of the service received.
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Franchising is a form of strategy to expand and/or distribute businesses, whereby an owner of a business, product, name or service (“Franchisor”) grants affiliated dealers the right to sell, distribute and/or use such a business, product, name or service (“Franchisees”).
Pembangunan keusahawanan sosial merujuk kepada proses menyokong dan memupuk perniagaan yang bertujuan bukan sahaja untuk mencapai keuntungan tetapi juga untuk menyelesaikan masalah sosial dan alam sekitar dalam masyarakat.
