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Factors affecting customer satisfaction among local tourists towards three-star hotels in Kuala Lumpur / Mohd Hazrin Iman Noorkhizan ... [et al.]

In today’s fast-paced world, the hospitality industry works hard to provide excellent service to ensure customer satisfaction. However, a study on customer reviews from booking platforms like Agoda.com and Booking.com reveals that many guests are dissatisfied with the service quality at a three-star...

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Main Authors: Noorkhizan, Mohd Hazrin Iman, Samsudin, Azlina, Wan Kamarudin, Wan Nor Bayah, Fauzi, Muhammad Fahmy Izzalman, Zainuddin, Mohammad Fitri, Abd Razak, Eizaz Fakhrullah
Format: Article
Language:English
Published: Universiti Teknologi MARA, Terengganu 2024
Subjects:
Consumer satisfaction
Online Access:https://ir.uitm.edu.my/id/eprint/108031/1/108031.pdf
https://ir.uitm.edu.my/id/eprint/108031/
https://e-ajuitmct.uitm.edu.my/v3/
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id my.uitm.ir.108031
record_format eprints
spelling my.uitm.ir.1080312024-12-17T18:12:24Z https://ir.uitm.edu.my/id/eprint/108031/ Factors affecting customer satisfaction among local tourists towards three-star hotels in Kuala Lumpur / Mohd Hazrin Iman Noorkhizan ... [et al.] eaj Noorkhizan, Mohd Hazrin Iman Samsudin, Azlina Wan Kamarudin, Wan Nor Bayah Fauzi, Muhammad Fahmy Izzalman Zainuddin, Mohammad Fitri Abd Razak, Eizaz Fakhrullah Consumer satisfaction In today’s fast-paced world, the hospitality industry works hard to provide excellent service to ensure customer satisfaction. However, a study on customer reviews from booking platforms like Agoda.com and Booking.com reveals that many guests are dissatisfied with the service quality at a three-star hotel in Kuala Lumpur. Guests often mention that poor service from hotel staff makes them unlikely to return. While guests value genuine solutions to their problems, have hotel staff needs to have strong problem-solving skills to manage satisfaction effectively. This study aims to identify the factors affecting customer satisfaction by examining both positive and negative feedback. It also highlights those complaints can take many forms and stresses the importance of identifying specific areas or behaviours that may lead to poor service in a three-star hotel. Universiti Teknologi MARA, Terengganu 2024-11 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/108031/1/108031.pdf Factors affecting customer satisfaction among local tourists towards three-star hotels in Kuala Lumpur / Mohd Hazrin Iman Noorkhizan ... [et al.]. (2024) e-Academia Journal <https://ir.uitm.edu.my/view/publication/e-Academia_Journal/>, 13 (2). pp. 165-179. ISSN 2289 - 6589 https://e-ajuitmct.uitm.edu.my/v3/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Consumer satisfaction
spellingShingle Consumer satisfaction
Noorkhizan, Mohd Hazrin Iman
Samsudin, Azlina
Wan Kamarudin, Wan Nor Bayah
Fauzi, Muhammad Fahmy Izzalman
Zainuddin, Mohammad Fitri
Abd Razak, Eizaz Fakhrullah
Factors affecting customer satisfaction among local tourists towards three-star hotels in Kuala Lumpur / Mohd Hazrin Iman Noorkhizan ... [et al.]
description In today’s fast-paced world, the hospitality industry works hard to provide excellent service to ensure customer satisfaction. However, a study on customer reviews from booking platforms like Agoda.com and Booking.com reveals that many guests are dissatisfied with the service quality at a three-star hotel in Kuala Lumpur. Guests often mention that poor service from hotel staff makes them unlikely to return. While guests value genuine solutions to their problems, have hotel staff needs to have strong problem-solving skills to manage satisfaction effectively. This study aims to identify the factors affecting customer satisfaction by examining both positive and negative feedback. It also highlights those complaints can take many forms and stresses the importance of identifying specific areas or behaviours that may lead to poor service in a three-star hotel.
format Article
author Noorkhizan, Mohd Hazrin Iman
Samsudin, Azlina
Wan Kamarudin, Wan Nor Bayah
Fauzi, Muhammad Fahmy Izzalman
Zainuddin, Mohammad Fitri
Abd Razak, Eizaz Fakhrullah
author_facet Noorkhizan, Mohd Hazrin Iman
Samsudin, Azlina
Wan Kamarudin, Wan Nor Bayah
Fauzi, Muhammad Fahmy Izzalman
Zainuddin, Mohammad Fitri
Abd Razak, Eizaz Fakhrullah
author_sort Noorkhizan, Mohd Hazrin Iman
title Factors affecting customer satisfaction among local tourists towards three-star hotels in Kuala Lumpur / Mohd Hazrin Iman Noorkhizan ... [et al.]
title_short Factors affecting customer satisfaction among local tourists towards three-star hotels in Kuala Lumpur / Mohd Hazrin Iman Noorkhizan ... [et al.]
title_full Factors affecting customer satisfaction among local tourists towards three-star hotels in Kuala Lumpur / Mohd Hazrin Iman Noorkhizan ... [et al.]
title_fullStr Factors affecting customer satisfaction among local tourists towards three-star hotels in Kuala Lumpur / Mohd Hazrin Iman Noorkhizan ... [et al.]
title_full_unstemmed Factors affecting customer satisfaction among local tourists towards three-star hotels in Kuala Lumpur / Mohd Hazrin Iman Noorkhizan ... [et al.]
title_sort factors affecting customer satisfaction among local tourists towards three-star hotels in kuala lumpur / mohd hazrin iman noorkhizan ... [et al.]
publisher Universiti Teknologi MARA, Terengganu
publishDate 2024
url https://ir.uitm.edu.my/id/eprint/108031/1/108031.pdf
https://ir.uitm.edu.my/id/eprint/108031/
https://e-ajuitmct.uitm.edu.my/v3/
_version_ 1818838413104644096
score 13.223943

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