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Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]

Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a pro...

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Main Authors: Sulaiman, Suria, Mohd Asri, Dian Aszyanti Atirah, Azmi, Azila, Mohamad Khamis, Nor Fazllina
Format: Article
Language:English
Published: Universiti Teknologi Mara Cawangan Pulau Pinang 2020
Subjects:
Customer services. Customer relations
Research
Methodology
Online Access:http://ir.uitm.edu.my/id/eprint/28818/1/AJ_SURIA%20SULAIMAN%20EAJ%20P%2020.pdf
http://ir.uitm.edu.my/id/eprint/28818/
http://ejssh.uitm.edu.my
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spelling my.uitm.ir.288182020-03-20T09:49:38Z http://ir.uitm.edu.my/id/eprint/28818/ Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.] Sulaiman, Suria Mohd Asri, Dian Aszyanti Atirah Azmi, Azila Mohamad Khamis, Nor Fazllina Customer services. Customer relations Research Methodology Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a product or services from the spa industry required product or services that meet their expectations. However, lack of skill of the staff and discomfort ambiance can lead to the unsatisfaction towards the service quality and decrease the level of customer satisfaction in the spa. The objective of this research is to find a relationship between the service quality of staff and ambiance towards customer satisfaction in the spa. This research used a questionnaire survey in order to gather the data. 300 respondents took part in the survey which is conducted in Penang focusing at Batu Ferringhi area. Findings show that there is a relationship between service quality of staff and also ambiance towards customer satisfaction in the spa. Universiti Teknologi Mara Cawangan Pulau Pinang 2020-01 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/28818/1/AJ_SURIA%20SULAIMAN%20EAJ%20P%2020.pdf Sulaiman, Suria and Mohd Asri, Dian Aszyanti Atirah and Azmi, Azila and Mohamad Khamis, Nor Fazllina (2020) Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]. ESTEEM Journal of Social Sciences and Humanities, 4. pp. 115-124. ISSN 2600-7274 http://ejssh.uitm.edu.my
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 Customer services. Customer relations
Research
Methodology
spellingShingle Customer services. Customer relations
Research
Methodology
Sulaiman, Suria
Mohd Asri, Dian Aszyanti Atirah
Azmi, Azila
Mohamad Khamis, Nor Fazllina
Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
description Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a product or services from the spa industry required product or services that meet their expectations. However, lack of skill of the staff and discomfort ambiance can lead to the unsatisfaction towards the service quality and decrease the level of customer satisfaction in the spa. The objective of this research is to find a relationship between the service quality of staff and ambiance towards customer satisfaction in the spa. This research used a questionnaire survey in order to gather the data. 300 respondents took part in the survey which is conducted in Penang focusing at Batu Ferringhi area. Findings show that there is a relationship between service quality of staff and also ambiance towards customer satisfaction in the spa.
format Article
author Sulaiman, Suria
Mohd Asri, Dian Aszyanti Atirah
Azmi, Azila
Mohamad Khamis, Nor Fazllina
author_facet Sulaiman, Suria
Mohd Asri, Dian Aszyanti Atirah
Azmi, Azila
Mohamad Khamis, Nor Fazllina
author_sort Sulaiman, Suria
title Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_short Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_full Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_fullStr Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_full_unstemmed Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_sort customer satisfaction and service quality of spa in penang / suria sulaiman... [et al.]
publisher Universiti Teknologi Mara Cawangan Pulau Pinang
publishDate 2020
url http://ir.uitm.edu.my/id/eprint/28818/1/AJ_SURIA%20SULAIMAN%20EAJ%20P%2020.pdf
http://ir.uitm.edu.my/id/eprint/28818/
http://ejssh.uitm.edu.my
_version_ 1685650463939100672
score 13.211869

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