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A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau

The purpose of this study was actually to assess the guests' perception and expectation towards the service quality of guest rooms in Mega Hotel, Miri. Here, the researcher will able to identify and measure the needs of guests regarding the service quality of guest 11 room. Beside that, the r...

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Main Author: Michael Ngau, Steven
Format: Entrepreneurship Project
Language:English
Published: 2004
Subjects:
Entrepreneurship. Risk and uncertainty
Population research
Online Access:http://ir.uitm.edu.my/id/eprint/37630/1/37630.pdf
http://ir.uitm.edu.my/id/eprint/37630/
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id my.uitm.ir.37630
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spelling my.uitm.ir.376302020-11-24T15:37:43Z http://ir.uitm.edu.my/id/eprint/37630/ A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau Michael Ngau, Steven Entrepreneurship. Risk and uncertainty Population research The purpose of this study was actually to assess the guests' perception and expectation towards the service quality of guest rooms in Mega Hotel, Miri. Here, the researcher will able to identify and measure the needs of guests regarding the service quality of guest 11 room. Beside that, the researcher will identify how far the gaps of the perceptions and expectations of guests towards the service quality of the room provided by the hotel. The guests might expect and perceive differently since there are a lot of customers staying in the hotel and their thinking about the service quality of the rooms are totally different too. Some of them might think the service quality of the rooms are satisfying for them, some of them might think the rooms are dissatisfying them and the others undecided the statement at all. The management also should understand the perception process and factors affecting towards that perception. The research done in this study is very important for the researcher in examining and analyzing the perception and expectation not evens from the guest but also from the public. The response gathered from the completed answered of questionnaires from respondents are analyzed and the results of the findings are examined to know what are the current level of public perception towards Mega Hotel. It is important to conduct this research because perception on service quality is the most important factor in determining long-term customer loyalty and profitability. 2004-10 Entrepreneurship Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/37630/1/37630.pdf Michael Ngau, Steven (2004) A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau. [Entrepreneurship 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 Entrepreneurship. Risk and uncertainty
Population research
spellingShingle Entrepreneurship. Risk and uncertainty
Population research
Michael Ngau, Steven
A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau
description The purpose of this study was actually to assess the guests' perception and expectation towards the service quality of guest rooms in Mega Hotel, Miri. Here, the researcher will able to identify and measure the needs of guests regarding the service quality of guest 11 room. Beside that, the researcher will identify how far the gaps of the perceptions and expectations of guests towards the service quality of the room provided by the hotel. The guests might expect and perceive differently since there are a lot of customers staying in the hotel and their thinking about the service quality of the rooms are totally different too. Some of them might think the service quality of the rooms are satisfying for them, some of them might think the rooms are dissatisfying them and the others undecided the statement at all. The management also should understand the perception process and factors affecting towards that perception. The research done in this study is very important for the researcher in examining and analyzing the perception and expectation not evens from the guest but also from the public. The response gathered from the completed answered of questionnaires from respondents are analyzed and the results of the findings are examined to know what are the current level of public perception towards Mega Hotel. It is important to conduct this research because perception on service quality is the most important factor in determining long-term customer loyalty and profitability.
format Entrepreneurship Project
author Michael Ngau, Steven
author_facet Michael Ngau, Steven
author_sort Michael Ngau, Steven
title A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau
title_short A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau
title_full A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau
title_fullStr A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau
title_full_unstemmed A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau
title_sort study on service quality of a guest room in mega hotel: a perspective from guest / steven michael ngau
publishDate 2004
url http://ir.uitm.edu.my/id/eprint/37630/1/37630.pdf
http://ir.uitm.edu.my/id/eprint/37630/
_version_ 1685651538900418560
score 13.211869

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