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Investigating the effect of SERVQUAL dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia

This research applies the SERVQUAL dimensions including tangible, assurance, reliability, responsiveness and empathy to examinate their effect on customer satisfaction towards resort hotels located in Perak, Malaysia. The purpose of this study is to close the gap on the lack of research regarding Pe...

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Main Authors: Loh, Wei Hong, Lee, Joe Wai Hong
Format: Final Year Project / Dissertation / Thesis
Published: 2024
Subjects:
HA Statistics
HM Sociology
Online Access:http://eprints.utar.edu.my/6932/1/2005329_Loh_Wei_Hong.pdf
http://eprints.utar.edu.my/6932/
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spelling my-utar-eprints.69322025-02-04T06:57:58Z Investigating the effect of SERVQUAL dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia Loh, Wei Hong Lee, Joe Wai Hong HA Statistics HM Sociology This research applies the SERVQUAL dimensions including tangible, assurance, reliability, responsiveness and empathy to examinate their effect on customer satisfaction towards resort hotels located in Perak, Malaysia. The purpose of this study is to close the gap on the lack of research regarding Perak resort hotels by providing better insight into factors affecting customer satisfaction. The findings are expected to contribute to understanding what customers expect. This is quantitative research consisting of 390 participants who visited and stayed at Perak resort hotels before. The judgemental technique is employed to find suitable respondents. The questionnaire was designed using Google Forms and contains four sections. The data that has been collected is analysed utilising the SPSS software. The results show that each dimension (tangible, assurance, reliability, responsiveness and empathy) has a significant impact on customer satisfaction. Furthermore, empathy was the most important predictor of customer satisfaction compared to other dimensions. Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, Resort, Perak 2024-06 Final Year Project / Dissertation / Thesis NonPeerReviewed application/pdf http://eprints.utar.edu.my/6932/1/2005329_Loh_Wei_Hong.pdf Loh, Wei Hong and Lee, Joe Wai Hong (2024) Investigating the effect of SERVQUAL dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia. Final Year Project, UTAR. http://eprints.utar.edu.my/6932/
institution Universiti Tunku Abdul Rahman
building UTAR Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Tunku Abdul Rahman
content_source UTAR Institutional Repository
url_provider http://eprints.utar.edu.my
topic HA Statistics
HM Sociology
spellingShingle HA Statistics
HM Sociology
Loh, Wei Hong
Lee, Joe Wai Hong
Investigating the effect of SERVQUAL dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia
description This research applies the SERVQUAL dimensions including tangible, assurance, reliability, responsiveness and empathy to examinate their effect on customer satisfaction towards resort hotels located in Perak, Malaysia. The purpose of this study is to close the gap on the lack of research regarding Perak resort hotels by providing better insight into factors affecting customer satisfaction. The findings are expected to contribute to understanding what customers expect. This is quantitative research consisting of 390 participants who visited and stayed at Perak resort hotels before. The judgemental technique is employed to find suitable respondents. The questionnaire was designed using Google Forms and contains four sections. The data that has been collected is analysed utilising the SPSS software. The results show that each dimension (tangible, assurance, reliability, responsiveness and empathy) has a significant impact on customer satisfaction. Furthermore, empathy was the most important predictor of customer satisfaction compared to other dimensions. Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, Resort, Perak
format Final Year Project / Dissertation / Thesis
author Loh, Wei Hong
Lee, Joe Wai Hong
author_facet Loh, Wei Hong
Lee, Joe Wai Hong
author_sort Loh, Wei Hong
title Investigating the effect of SERVQUAL dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia
title_short Investigating the effect of SERVQUAL dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia
title_full Investigating the effect of SERVQUAL dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia
title_fullStr Investigating the effect of SERVQUAL dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia
title_full_unstemmed Investigating the effect of SERVQUAL dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia
title_sort investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in perak, malaysia
publishDate 2024
url http://eprints.utar.edu.my/6932/1/2005329_Loh_Wei_Hong.pdf
http://eprints.utar.edu.my/6932/
_version_ 1823544767970017280
score 13.23648

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