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Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman

First and foremost, state of Melaka is a historical city with domestic and international tourists that come over and enjoy the attractions available here. Apart from the main attraction of A’Famosa Porte De Santiago building, Melaka River Cruise (MRC) becomes the latest famous attraction in Melaka....

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Main Authors: Mohd Khatib, Farizan Nur ‘Izzati, Kamarulzaman, Nurizzati, Zulkefliy, Muhammad Wan Faiz
Format: Student Project
Language:English
Published: Faculty of Hotel and Tourism Management 2013
Online Access:http://ir.uitm.edu.my/id/eprint/17210/2/PPb_FARIZAN%20NUR%20%E2%80%98IZZATI%20%20MOHD%20KHATIB%20HM%2013_5.pdf
http://ir.uitm.edu.my/id/eprint/17210/
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spelling my.uitm.ir.172102019-02-04T05:03:46Z http://ir.uitm.edu.my/id/eprint/17210/ Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman Mohd Khatib, Farizan Nur ‘Izzati Kamarulzaman, Nurizzati Zulkefliy, Muhammad Wan Faiz First and foremost, state of Melaka is a historical city with domestic and international tourists that come over and enjoy the attractions available here. Apart from the main attraction of A’Famosa Porte De Santiago building, Melaka River Cruise (MRC) becomes the latest famous attraction in Melaka. MRC is a good experience for customer to get the new experience because they can see the real history of the Malacca state through the one of the historic river in the world. With the increasing number of tourist that come to experience the river cruise, the researchers intended to make a study on level of MRC service quality performance towards customer satisfaction. Using the cross- sectional study, the researchers carried out self-administered questionnaire to obtain results on customer satisfaction. The measurement of customer satisfaction used in this study was SERVQUAL by Parasuraman (1988). It is proven that among the all the dimensions of SERVQUAL, tangibility is the strongest predictor that affect customer satisfaction. Thus the researchers agreed to conclude that the management of MRC should emphasized on the tangibility of their product to further increase the customer satisfaction. Faculty of Hotel and Tourism Management 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17210/2/PPb_FARIZAN%20NUR%20%E2%80%98IZZATI%20%20MOHD%20KHATIB%20HM%2013_5.pdf Mohd Khatib, Farizan Nur ‘Izzati and Kamarulzaman, Nurizzati and Zulkefliy, Muhammad Wan Faiz (2013) Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman. [Student Project] (Unpublished)
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
description First and foremost, state of Melaka is a historical city with domestic and international tourists that come over and enjoy the attractions available here. Apart from the main attraction of A’Famosa Porte De Santiago building, Melaka River Cruise (MRC) becomes the latest famous attraction in Melaka. MRC is a good experience for customer to get the new experience because they can see the real history of the Malacca state through the one of the historic river in the world. With the increasing number of tourist that come to experience the river cruise, the researchers intended to make a study on level of MRC service quality performance towards customer satisfaction. Using the cross- sectional study, the researchers carried out self-administered questionnaire to obtain results on customer satisfaction. The measurement of customer satisfaction used in this study was SERVQUAL by Parasuraman (1988). It is proven that among the all the dimensions of SERVQUAL, tangibility is the strongest predictor that affect customer satisfaction. Thus the researchers agreed to conclude that the management of MRC should emphasized on the tangibility of their product to further increase the customer satisfaction.
format Student Project
author Mohd Khatib, Farizan Nur ‘Izzati
Kamarulzaman, Nurizzati
Zulkefliy, Muhammad Wan Faiz
spellingShingle Mohd Khatib, Farizan Nur ‘Izzati
Kamarulzaman, Nurizzati
Zulkefliy, Muhammad Wan Faiz
Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
author_facet Mohd Khatib, Farizan Nur ‘Izzati
Kamarulzaman, Nurizzati
Zulkefliy, Muhammad Wan Faiz
author_sort Mohd Khatib, Farizan Nur ‘Izzati
title Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_short Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_full Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_fullStr Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_full_unstemmed Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_sort customer satisfaction towards service quality of melaka river cruise / farizan nur ‘izzati mohd khatib , muhammad wan faiz zulkefliy and nurizzati kamarulzaman
publisher Faculty of Hotel and Tourism Management
publishDate 2013
url http://ir.uitm.edu.my/id/eprint/17210/2/PPb_FARIZAN%20NUR%20%E2%80%98IZZATI%20%20MOHD%20KHATIB%20HM%2013_5.pdf
http://ir.uitm.edu.my/id/eprint/17210/
_version_ 1685648911202516992
score 13.211869

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