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Holiday satisfaction in Penang, Malaysia: a quantitative perspective analysis of international and domestic tourists

This study centres on tourists’ satisfaction level; with specific attention given to their experience and expectation of 20 holiday attributes during their visits to Penang. The study adapts the model of Holiday Satisfaction (HOLSAT) to measure the difference between experience and expectation of...

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Main Authors: Shida Irwana Omar,, Diana Mohamad,, Saliza Rozelee,, Badaruddin Mohamed,
Format: Article
Language:English
Published: Faculty of Social Sciences and Humanities, UKM,Bangi 2015
Online Access:http://journalarticle.ukm.my/9170/1/7x.geografia-jul15-shidaomar-bi-edam.pdf
http://journalarticle.ukm.my/9170/
http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2015&vol=11&issue=7&ver=loc
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spelling my-ukm.journal.91702016-12-14T06:49:11Z http://journalarticle.ukm.my/9170/ Holiday satisfaction in Penang, Malaysia: a quantitative perspective analysis of international and domestic tourists Shida Irwana Omar, Diana Mohamad, Saliza Rozelee, Badaruddin Mohamed, This study centres on tourists’ satisfaction level; with specific attention given to their experience and expectation of 20 holiday attributes during their visits to Penang. The study adapts the model of Holiday Satisfaction (HOLSAT) to measure the difference between experience and expectation of holiday attributes. The attributes employed are categorised into four groups, namely accessibility, accommodation, tourist amenities and food/meals. Results are drawn from a questionnaire survey of 4170 domestic and international tourists who visited Penang in 2014. The data is analysed quantitatively using matrices that show the mean score of expectation, plotted against the mean score of experience on a two-dimensional axis. The significance of the results is determined using a paired t-test at a scale of 1:1000. A similar pattern of satisfaction and dissatisfaction level was detected for international and domestic tourists. Overall, the study observed similar satisfaction and dissatisfaction patterns for all attribute groups, for both international and domestic groups. Despite a slight difference in p values, both accessibility and accommodation attributes performed excellently, except for attribute [3] ‘availability of information for tourists at entry points’ as perceived by the domestic group. However, the results for food/meals and tourist amenities should be of interest to tourism service providers as these are the attributes that need to be significantly improved upon and enhanced in order to increase tourists’ positive experience; especially for the domestic group. Specific attention should be directed towards conserving the ocean and beaches, as they house many of the main tourism developments and activities. Faculty of Social Sciences and Humanities, UKM,Bangi 2015 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/9170/1/7x.geografia-jul15-shidaomar-bi-edam.pdf Shida Irwana Omar, and Diana Mohamad, and Saliza Rozelee, and Badaruddin Mohamed, (2015) Holiday satisfaction in Penang, Malaysia: a quantitative perspective analysis of international and domestic tourists. Geografia : Malaysian Journal of Society and Space, 11 (7). pp. 70-81. ISSN 2180-2491 http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2015&vol=11&issue=7&ver=loc
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 centres on tourists’ satisfaction level; with specific attention given to their experience and expectation of 20 holiday attributes during their visits to Penang. The study adapts the model of Holiday Satisfaction (HOLSAT) to measure the difference between experience and expectation of holiday attributes. The attributes employed are categorised into four groups, namely accessibility, accommodation, tourist amenities and food/meals. Results are drawn from a questionnaire survey of 4170 domestic and international tourists who visited Penang in 2014. The data is analysed quantitatively using matrices that show the mean score of expectation, plotted against the mean score of experience on a two-dimensional axis. The significance of the results is determined using a paired t-test at a scale of 1:1000. A similar pattern of satisfaction and dissatisfaction level was detected for international and domestic tourists. Overall, the study observed similar satisfaction and dissatisfaction patterns for all attribute groups, for both international and domestic groups. Despite a slight difference in p values, both accessibility and accommodation attributes performed excellently, except for attribute [3] ‘availability of information for tourists at entry points’ as perceived by the domestic group. However, the results for food/meals and tourist amenities should be of interest to tourism service providers as these are the attributes that need to be significantly improved upon and enhanced in order to increase tourists’ positive experience; especially for the domestic group. Specific attention should be directed towards conserving the ocean and beaches, as they house many of the main tourism developments and activities.
format Article
author Shida Irwana Omar,
Diana Mohamad,
Saliza Rozelee,
Badaruddin Mohamed,
spellingShingle Shida Irwana Omar,
Diana Mohamad,
Saliza Rozelee,
Badaruddin Mohamed,
Holiday satisfaction in Penang, Malaysia: a quantitative perspective analysis of international and domestic tourists
author_facet Shida Irwana Omar,
Diana Mohamad,
Saliza Rozelee,
Badaruddin Mohamed,
author_sort Shida Irwana Omar,
title Holiday satisfaction in Penang, Malaysia: a quantitative perspective analysis of international and domestic tourists
title_short Holiday satisfaction in Penang, Malaysia: a quantitative perspective analysis of international and domestic tourists
title_full Holiday satisfaction in Penang, Malaysia: a quantitative perspective analysis of international and domestic tourists
title_fullStr Holiday satisfaction in Penang, Malaysia: a quantitative perspective analysis of international and domestic tourists
title_full_unstemmed Holiday satisfaction in Penang, Malaysia: a quantitative perspective analysis of international and domestic tourists
title_sort holiday satisfaction in penang, malaysia: a quantitative perspective analysis of international and domestic tourists
publisher Faculty of Social Sciences and Humanities, UKM,Bangi
publishDate 2015
url http://journalarticle.ukm.my/9170/1/7x.geografia-jul15-shidaomar-bi-edam.pdf
http://journalarticle.ukm.my/9170/
http://www.ukm.my/geografia/v2/index.php?cont=a&item=2&thn=2015&vol=11&issue=7&ver=loc
_version_ 1643737706789863424
score 13.211869

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