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Factors That Determine Satisfaction between Asian and Western Travelers Staying In Malaysian Hotels

This paper aims to examine the factors that measure different satisfaction between the Asian and Western travelers during their stay in Malaysia. Meanwhile, it seeks to analyze the importance of the tangible and intangible factors in the hotel industry. The research questions are utilized to measure...

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Main Author: Wang, Shi Ming
Format: Thesis
Language:English
Published: 2012
Subjects:
HD28 Management. Industrial Management
Online Access:http://eprints.intimal.edu.my/695/1/MBA%2090.pdf
http://eprints.intimal.edu.my/695/
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spelling my-inti-eprints.6952017-02-22T09:03:44Z http://eprints.intimal.edu.my/695/ Factors That Determine Satisfaction between Asian and Western Travelers Staying In Malaysian Hotels Wang, Shi Ming HD28 Management. Industrial Management This paper aims to examine the factors that measure different satisfaction between the Asian and Western travelers during their stay in Malaysia. Meanwhile, it seeks to analyze the importance of the tangible and intangible factors in the hotel industry. The research questions are utilized to measure the differences between Asian and Western perception of hotel attributes. There are four dimensions (quality of services, value for money, atmosphere, and hotel image) in examining the relationship with customer satisfaction. Reliability analysis, factors analysis, mean analysis, independent T-Test and multiple regression analysis were used to examine the relationship between four dimensions and customer satisfaction. Moreover, the self-administration questionnaires were distributed to 200 travelers who were above 18 years old and had experience that staying in hotels in the past using convenience sampling method. In addition, the findings show that quality of services, value for money, atmosphere and hotel image have significant positive relationship with customer satisfaction for Asian travelers. At the same time, quality of services, value for money and atmosphere has significant positive relationship with customer satisfaction for Western travelers. Finally, recommendations are given to people who are interested in this topic and to future researchers. 2012 Thesis NonPeerReviewed text en http://eprints.intimal.edu.my/695/1/MBA%2090.pdf Wang, Shi Ming (2012) Factors That Determine Satisfaction between Asian and Western Travelers Staying In Malaysian Hotels. Masters thesis, INTI International University.
institution INTI International University
building INTI Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider INTI International University
content_source INTI Institutional Repository
url_provider http://eprints.intimal.edu.my
language English
topic HD28 Management. Industrial Management
spellingShingle HD28 Management. Industrial Management
Wang, Shi Ming
Factors That Determine Satisfaction between Asian and Western Travelers Staying In Malaysian Hotels
description This paper aims to examine the factors that measure different satisfaction between the Asian and Western travelers during their stay in Malaysia. Meanwhile, it seeks to analyze the importance of the tangible and intangible factors in the hotel industry. The research questions are utilized to measure the differences between Asian and Western perception of hotel attributes. There are four dimensions (quality of services, value for money, atmosphere, and hotel image) in examining the relationship with customer satisfaction. Reliability analysis, factors analysis, mean analysis, independent T-Test and multiple regression analysis were used to examine the relationship between four dimensions and customer satisfaction. Moreover, the self-administration questionnaires were distributed to 200 travelers who were above 18 years old and had experience that staying in hotels in the past using convenience sampling method. In addition, the findings show that quality of services, value for money, atmosphere and hotel image have significant positive relationship with customer satisfaction for Asian travelers. At the same time, quality of services, value for money and atmosphere has significant positive relationship with customer satisfaction for Western travelers. Finally, recommendations are given to people who are interested in this topic and to future researchers.
format Thesis
author Wang, Shi Ming
author_facet Wang, Shi Ming
author_sort Wang, Shi Ming
title Factors That Determine Satisfaction between Asian and Western Travelers Staying In Malaysian Hotels
title_short Factors That Determine Satisfaction between Asian and Western Travelers Staying In Malaysian Hotels
title_full Factors That Determine Satisfaction between Asian and Western Travelers Staying In Malaysian Hotels
title_fullStr Factors That Determine Satisfaction between Asian and Western Travelers Staying In Malaysian Hotels
title_full_unstemmed Factors That Determine Satisfaction between Asian and Western Travelers Staying In Malaysian Hotels
title_sort factors that determine satisfaction between asian and western travelers staying in malaysian hotels
publishDate 2012
url http://eprints.intimal.edu.my/695/1/MBA%2090.pdf
http://eprints.intimal.edu.my/695/
_version_ 1644541278264754176
score 13.211869

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