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Evaluating the services of Malaysian hotels from the leisure traveler's perspectives

This study evaluated the expectation, perception and satisfaction level of leisure travelers towards hotel attributes and services quality in Malaysia. It specifically tried to delineate basic dimensions of local leisure travelers towards hotel attributes and subsequently evaluate their satisfactio...

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Main Authors: Mhd Suhaimi Ahmad,, Ahmad Azmi M.Ariffin,, Azhar Ahmad,
Format: Article
Language:English
Published: Penerbit Universiti Kebangsaan Malaysia 2008
Online Access:http://journalarticle.ukm.my/8080/1/848-1619-1-SM.pdf
http://journalarticle.ukm.my/8080/
http://ejournal.ukm.my/pengurusan/article/view/848
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spelling my-ukm.journal.80802016-12-14T06:46:08Z http://journalarticle.ukm.my/8080/ Evaluating the services of Malaysian hotels from the leisure traveler's perspectives Mhd Suhaimi Ahmad, Ahmad Azmi M.Ariffin, Azhar Ahmad, This study evaluated the expectation, perception and satisfaction level of leisure travelers towards hotel attributes and services quality in Malaysia. It specifically tried to delineate basic dimensions of local leisure travelers towards hotel attributes and subsequently evaluate their satisfaction level towards hotel attributes. This study involved a questionnaire-survey of 180 respondents and employed Factor Analysis with VARIMAX rotation as the main analysis. Eight underlying factors representing 58.6 per cent of the explained variance were extracted. The most important factor in explaining the variance was "staff service quality", followed by "value" and "core products' quality." The result of reliability analysis showed that the alpha coefficients for the eight factors ranged from 0.62 to 0.84 and eigenvalues from 1.00 to 7. 76. Finally, Regression Analysis was employed to examine the eight underlying factors relative importance in contributing to the overall level of satisfaction towards the hotel attributes and services. The findings of the regression analysis suggested that local travelers' overall satisfaction was primarily derived from the factor of "value" followed by "core products' quality" and "staff service quality." Factor of ''facility of mini bar" was the only negative factor derived from the analysis. The findings of this study and its marketing implication could assist hoteliers to design their hotel services in order to target the segment of leisure travelers in the most efficient way. Penerbit Universiti Kebangsaan Malaysia 2008 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/8080/1/848-1619-1-SM.pdf Mhd Suhaimi Ahmad, and Ahmad Azmi M.Ariffin, and Azhar Ahmad, (2008) Evaluating the services of Malaysian hotels from the leisure traveler's perspectives. Jurnal Pengurusan, 27 . pp. 69-83. ISSN 0127-2713 http://ejournal.ukm.my/pengurusan/article/view/848
institution Universiti Kebangsaan Malaysia
building Perpustakaan Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
language English
description This study evaluated the expectation, perception and satisfaction level of leisure travelers towards hotel attributes and services quality in Malaysia. It specifically tried to delineate basic dimensions of local leisure travelers towards hotel attributes and subsequently evaluate their satisfaction level towards hotel attributes. This study involved a questionnaire-survey of 180 respondents and employed Factor Analysis with VARIMAX rotation as the main analysis. Eight underlying factors representing 58.6 per cent of the explained variance were extracted. The most important factor in explaining the variance was "staff service quality", followed by "value" and "core products' quality." The result of reliability analysis showed that the alpha coefficients for the eight factors ranged from 0.62 to 0.84 and eigenvalues from 1.00 to 7. 76. Finally, Regression Analysis was employed to examine the eight underlying factors relative importance in contributing to the overall level of satisfaction towards the hotel attributes and services. The findings of the regression analysis suggested that local travelers' overall satisfaction was primarily derived from the factor of "value" followed by "core products' quality" and "staff service quality." Factor of ''facility of mini bar" was the only negative factor derived from the analysis. The findings of this study and its marketing implication could assist hoteliers to design their hotel services in order to target the segment of leisure travelers in the most efficient way.
format Article
author Mhd Suhaimi Ahmad,
Ahmad Azmi M.Ariffin,
Azhar Ahmad,
spellingShingle Mhd Suhaimi Ahmad,
Ahmad Azmi M.Ariffin,
Azhar Ahmad,
Evaluating the services of Malaysian hotels from the leisure traveler's perspectives
author_facet Mhd Suhaimi Ahmad,
Ahmad Azmi M.Ariffin,
Azhar Ahmad,
author_sort Mhd Suhaimi Ahmad,
title Evaluating the services of Malaysian hotels from the leisure traveler's perspectives
title_short Evaluating the services of Malaysian hotels from the leisure traveler's perspectives
title_full Evaluating the services of Malaysian hotels from the leisure traveler's perspectives
title_fullStr Evaluating the services of Malaysian hotels from the leisure traveler's perspectives
title_full_unstemmed Evaluating the services of Malaysian hotels from the leisure traveler's perspectives
title_sort evaluating the services of malaysian hotels from the leisure traveler's perspectives
publisher Penerbit Universiti Kebangsaan Malaysia
publishDate 2008
url http://journalarticle.ukm.my/8080/1/848-1619-1-SM.pdf
http://journalarticle.ukm.my/8080/
http://ejournal.ukm.my/pengurusan/article/view/848
_version_ 1643737357265928192
score 13.211869

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