Staff View: The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong

The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong

The purpose of this research is to study about the importance of SERVQUAL dimensions (reliability, responsiveness, assurance, empathy and tangibles) that influence customer satisfaction in Hotel IPM Dungun. This research is to identify the solutions of the problem occurs that face by Hotel IPM in d...

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Main Author:	Seling Bilong, Adrian
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management, Universiti Teknologi MARA,Terengganu 2010
Subjects:	General works Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia
Online Access:	http://ir.uitm.edu.my/id/eprint/24156/1/PPb_ADRIAN%20SELING%20BILONG%20BM%20T%2010_5.pdf http://ir.uitm.edu.my/id/eprint/24156/
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id	my.uitm.ir.24156
record_format	eprints
spelling	my.uitm.ir.241562019-05-15T03:49:27Z http://ir.uitm.edu.my/id/eprint/24156/ The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong Seling Bilong, Adrian General works Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia The purpose of this research is to study about the importance of SERVQUAL dimensions (reliability, responsiveness, assurance, empathy and tangibles) that influence customer satisfaction in Hotel IPM Dungun. This research is to identify the solutions of the problem occurs that face by Hotel IPM in delivering services to their internal and external customers. The main problem faces is the failure of Hotel IPM Dungun Manager and employees to deliver excellent services to their customers during the service process. This is also because the failure of the Manager and Hotel IPM staff practicing SERVQUAL in delivering service to their customers. Regarding to this circumstances, it can affect the level of customer satisfaction towards the service deliver and the image of the Hotel IPM itself. Due to the problems, there are certain circumstances why the research objective was developed. First, is to identify the relationship between independent variable (reliability, responsiveness, assurance, empathy and tangibles) and dependent variable (customer satisfaction). Next is to identify which are the most important SERVQUAL dimensions that influence customer satisfaction that will brings profit and advantages to the Hotel IPM. Last objective is to give suggestions and recommendations to Hotel IPM Dungun to ensure customers’ satisfaction towards its service delivered. The findings of the research state that all the variables, reliability, responsiveness, assurance, empathy and tangibles have a relationship with customer satisfaction of service delivered. Overall, based on the findings, there are several recommendations that have been suggested in order to help and improve the way Hotel IPM delivered services to their customer and satisfy them. Faculty of Business and Management, Universiti Teknologi MARA,Terengganu 2010 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/24156/1/PPb_ADRIAN%20SELING%20BILONG%20BM%20T%2010_5.pdf Seling Bilong, Adrian (2010) The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong. [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
topic	General works Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia
spellingShingle	General works Hospitality industry. Hotels, clubs, restaurants, etc. Food service Malaysia Seling Bilong, Adrian The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong
description	The purpose of this research is to study about the importance of SERVQUAL dimensions (reliability, responsiveness, assurance, empathy and tangibles) that influence customer satisfaction in Hotel IPM Dungun. This research is to identify the solutions of the problem occurs that face by Hotel IPM in delivering services to their internal and external customers. The main problem faces is the failure of Hotel IPM Dungun Manager and employees to deliver excellent services to their customers during the service process. This is also because the failure of the Manager and Hotel IPM staff practicing SERVQUAL in delivering service to their customers. Regarding to this circumstances, it can affect the level of customer satisfaction towards the service deliver and the image of the Hotel IPM itself. Due to the problems, there are certain circumstances why the research objective was developed. First, is to identify the relationship between independent variable (reliability, responsiveness, assurance, empathy and tangibles) and dependent variable (customer satisfaction). Next is to identify which are the most important SERVQUAL dimensions that influence customer satisfaction that will brings profit and advantages to the Hotel IPM. Last objective is to give suggestions and recommendations to Hotel IPM Dungun to ensure customers’ satisfaction towards its service delivered. The findings of the research state that all the variables, reliability, responsiveness, assurance, empathy and tangibles have a relationship with customer satisfaction of service delivered. Overall, based on the findings, there are several recommendations that have been suggested in order to help and improve the way Hotel IPM delivered services to their customer and satisfy them.
format	Student Project
author	Seling Bilong, Adrian
author_facet	Seling Bilong, Adrian
author_sort	Seling Bilong, Adrian
title	The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong
title_short	The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong
title_full	The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong
title_fullStr	The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong
title_full_unstemmed	The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong
title_sort	importance of service quality that influence customer satisfaction in hotel ipm dungun /adrian seling bilong
publisher	Faculty of Business and Management, Universiti Teknologi MARA,Terengganu
publishDate	2010
url	http://ir.uitm.edu.my/id/eprint/24156/1/PPb_ADRIAN%20SELING%20BILONG%20BM%20T%2010_5.pdf http://ir.uitm.edu.my/id/eprint/24156/
_version_	1685649820561178624
score	13.211869

The importance of service quality that influence customer satisfaction in Hotel IPM Dungun /Adrian Seling Bilong

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