Cover Image

The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail

This study attempts to measure relationship between service quality and value towards customers’ satisfaction on hospitality service in Malaysian Armed Forces using a modified version of the LODGSERV and SERVQUAL instrument (Parasuraman, Zeithaml and Berry, 1988). All five dimensions of service qual...

Full description

Saved in:
Bibliographic Details
Main Author: Ismail, Roswadi
Format: Thesis
Language:English
Published: 2010
Online Access:http://ir.uitm.edu.my/id/eprint/17687/1/TM_ROSWADI%20ISMAIL%20HM%2010_5.pdf
http://ir.uitm.edu.my/id/eprint/17687/
Tags: Add Tag
No Tags, Be the first to tag this record!
id my.uitm.ir.17687
record_format eprints
spelling my.uitm.ir.176872019-03-25T08:17:55Z http://ir.uitm.edu.my/id/eprint/17687/ The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail Ismail, Roswadi This study attempts to measure relationship between service quality and value towards customers’ satisfaction on hospitality service in Malaysian Armed Forces using a modified version of the LODGSERV and SERVQUAL instrument (Parasuraman, Zeithaml and Berry, 1988). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during check-out time at banquet hall and dinnertime at dining hall Wisma Transit Kuala Lumpur. All customers who check-out before departure to Sabah & Sarawak will assemble at banquet hall. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the relationship between service quality and value towards customers’ perceived service quality for five dimensions on hospitality service at Wisma Transit and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for staying. The results of this study will asssist Wisma Transit management to assess the service quality provided to its patrons. Results of this study will also help Wisma Transit management establish a total quality management (TQM) program to improve overall service quality to its patrons. 2010 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17687/1/TM_ROSWADI%20ISMAIL%20HM%2010_5.pdf Ismail, Roswadi (2010) The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail. Masters 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 This study attempts to measure relationship between service quality and value towards customers’ satisfaction on hospitality service in Malaysian Armed Forces using a modified version of the LODGSERV and SERVQUAL instrument (Parasuraman, Zeithaml and Berry, 1988). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during check-out time at banquet hall and dinnertime at dining hall Wisma Transit Kuala Lumpur. All customers who check-out before departure to Sabah & Sarawak will assemble at banquet hall. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the relationship between service quality and value towards customers’ perceived service quality for five dimensions on hospitality service at Wisma Transit and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for staying. The results of this study will asssist Wisma Transit management to assess the service quality provided to its patrons. Results of this study will also help Wisma Transit management establish a total quality management (TQM) program to improve overall service quality to its patrons.
format Thesis
author Ismail, Roswadi
spellingShingle Ismail, Roswadi
The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
author_facet Ismail, Roswadi
author_sort Ismail, Roswadi
title The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_short The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_full The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_fullStr The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_full_unstemmed The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_sort impact of values on service quality towards customer satisfaction : a case study on maf hospitality services / roswadi ismail
publishDate 2010
url http://ir.uitm.edu.my/id/eprint/17687/1/TM_ROSWADI%20ISMAIL%20HM%2010_5.pdf
http://ir.uitm.edu.my/id/eprint/17687/
_version_ 1685648977311039488
score 13.211869

Similar Items