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Spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in Kuala Lumpur / Nor Laily Ibrahim

Malaysian society nowadays is veering into health and healthy living. A spa is considered as the closest means to relax and unwind from the hectic daily schedule. Due to this fact, hotels are trying to tap into the potential that a spa has to offer by providing spa facilities to their customers. How...

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Main Author: Ibrahim, Nor Laily
Format: Thesis
Language:English
Published: 2010
Online Access:https://ir.uitm.edu.my/id/eprint/17528/2/TM_NOR%20LAILY%20IBRAHIM%20HM%2010_5.pdf
https://ir.uitm.edu.my/id/eprint/17528/
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spelling my.uitm.ir.175282022-04-05T07:39:58Z https://ir.uitm.edu.my/id/eprint/17528/ Spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in Kuala Lumpur / Nor Laily Ibrahim Ibrahim, Nor Laily Malaysian society nowadays is veering into health and healthy living. A spa is considered as the closest means to relax and unwind from the hectic daily schedule. Due to this fact, hotels are trying to tap into the potential that a spa has to offer by providing spa facilities to their customers. However, spa hotels have not only other spa hotels to compete with; they would also have to put independent into the equation. The competition is further aggravated by the current economic condition that forces individuals to reprioritize their spending behaviour. This study looks into assessing the growth factor of hotel spas (reason customer frequents a hotel spa) and the relationship between hotel spas attributes, customer satisfaction and customer retention in 4 & 5-stars hotel spas. A total of 188 hotel spa users in 4 and 5 stars spa hotels in Kuala Lumpur participated in this research. The data were collected using questionnaires that were distributed within the customers of 4 & 5-stars hotel spas in the Kuala Lumpur city area. The Pearson’s Correlation analysis was then used in determining the existence of relationship among the three variables used based on the adaptation of the SQIP approach. It is later shown that the hotel spa attributes are correlated to both customer satisfaction and retention respectively and that the service, quality, image and price should be taken into serious consideration in the attempt of retaining existing customers of a 4 & 5-stars hotel spas in Kuala Lumpur. 2010-11 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/17528/2/TM_NOR%20LAILY%20IBRAHIM%20HM%2010_5.pdf (2010) Spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in Kuala Lumpur / Nor Laily Ibrahim. Masters thesis, thesis, Universiti Teknologi MARA.
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 Malaysian society nowadays is veering into health and healthy living. A spa is considered as the closest means to relax and unwind from the hectic daily schedule. Due to this fact, hotels are trying to tap into the potential that a spa has to offer by providing spa facilities to their customers. However, spa hotels have not only other spa hotels to compete with; they would also have to put independent into the equation. The competition is further aggravated by the current economic condition that forces individuals to reprioritize their spending behaviour. This study looks into assessing the growth factor of hotel spas (reason customer frequents a hotel spa) and the relationship between hotel spas attributes, customer satisfaction and customer retention in 4 & 5-stars hotel spas. A total of 188 hotel spa users in 4 and 5 stars spa hotels in Kuala Lumpur participated in this research. The data were collected using questionnaires that were distributed within the customers of 4 & 5-stars hotel spas in the Kuala Lumpur city area. The Pearson’s Correlation analysis was then used in determining the existence of relationship among the three variables used based on the adaptation of the SQIP approach. It is later shown that the hotel spa attributes are correlated to both customer satisfaction and retention respectively and that the service, quality, image and price should be taken into serious consideration in the attempt of retaining existing customers of a 4 & 5-stars hotel spas in Kuala Lumpur.
format Thesis
author Ibrahim, Nor Laily
spellingShingle Ibrahim, Nor Laily
Spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in Kuala Lumpur / Nor Laily Ibrahim
author_facet Ibrahim, Nor Laily
author_sort Ibrahim, Nor Laily
title Spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in Kuala Lumpur / Nor Laily Ibrahim
title_short Spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in Kuala Lumpur / Nor Laily Ibrahim
title_full Spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in Kuala Lumpur / Nor Laily Ibrahim
title_fullStr Spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in Kuala Lumpur / Nor Laily Ibrahim
title_full_unstemmed Spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in Kuala Lumpur / Nor Laily Ibrahim
title_sort spa attributes, customer satisfaction and retention: customers of 4 & 5 stars hotel spas in kuala lumpur / nor laily ibrahim
publishDate 2010
url https://ir.uitm.edu.my/id/eprint/17528/2/TM_NOR%20LAILY%20IBRAHIM%20HM%2010_5.pdf
https://ir.uitm.edu.my/id/eprint/17528/
_version_ 1729707449289539584
score 13.211869

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