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Service quality in hospitality industry: a study of homestay in Melaka / Nor Shahrina Mohd Rafien, Zunaidah Ab Hassan and Azhana Othman

The development of homestay industry in Melaka as well as the other states in Malaysia is still new. A lot of promotion activities are done by the Ministry of Culture, Arts and Tourism to introduce the homestay programme locally and internationally. This study focused on the service quality in hospi...

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Main Authors: Mohd Rafien, Nor Shahrina, Ab Hassan, Zunaidah, Othman, Azhana
Format: Book Section
Language:English
Published: Division of Research, Industrial Linkages and Alumni, UiTM Cawangan Melaka 2011
Subjects:
Consumer satisfaction
Customer services. Customer relations
Online Access:https://ir.uitm.edu.my/id/eprint/77388/1/77388.pdf
https://ir.uitm.edu.my/id/eprint/77388/
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spelling my.uitm.ir.773882023-05-27T07:12:59Z https://ir.uitm.edu.my/id/eprint/77388/ Service quality in hospitality industry: a study of homestay in Melaka / Nor Shahrina Mohd Rafien, Zunaidah Ab Hassan and Azhana Othman Mohd Rafien, Nor Shahrina Ab Hassan, Zunaidah Othman, Azhana Consumer satisfaction Customer services. Customer relations The development of homestay industry in Melaka as well as the other states in Malaysia is still new. A lot of promotion activities are done by the Ministry of Culture, Arts and Tourism to introduce the homestay programme locally and internationally. This study focused on the service quality in hospitality industry by referring the homestay industry in Historical Melaka. According to the Ministry of Tourism Malaysia (2010) there are five listed homestays in Melaka. The objectives of this study are to identify consumer’s expectation and perception of each service quality dimensions, to identify the gap between expectations and perceptions of service quality dimensions and also to measure the level of customer satisfaction. There are two types of data collection which are questionnaire and interview. Two hundred questionnaires were distributed to the respondents. Paired sample t-Test and reliability test were carried out based on five service quality dimensions derived from 15 services attributed. The results showed that the best predictor for overall service quality consists of reliability for consumers’ expectation and assurance for consumers’ perception. Division of Research, Industrial Linkages and Alumni, UiTM Cawangan Melaka 2011 Book Section NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/77388/1/77388.pdf Service quality in hospitality industry: a study of homestay in Melaka / Nor Shahrina Mohd Rafien, Zunaidah Ab Hassan and Azhana Othman. (2011) In: Across Borders. Division of Research, Industrial Linkages and Alumni, UiTM Cawangan Melaka, Alor Gajah, Melaka, p. 23. ISBN 978-967-11354-1-9 (Submitted)
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 Consumer satisfaction
Customer services. Customer relations
spellingShingle Consumer satisfaction
Customer services. Customer relations
Mohd Rafien, Nor Shahrina
Ab Hassan, Zunaidah
Othman, Azhana
Service quality in hospitality industry: a study of homestay in Melaka / Nor Shahrina Mohd Rafien, Zunaidah Ab Hassan and Azhana Othman
description The development of homestay industry in Melaka as well as the other states in Malaysia is still new. A lot of promotion activities are done by the Ministry of Culture, Arts and Tourism to introduce the homestay programme locally and internationally. This study focused on the service quality in hospitality industry by referring the homestay industry in Historical Melaka. According to the Ministry of Tourism Malaysia (2010) there are five listed homestays in Melaka. The objectives of this study are to identify consumer’s expectation and perception of each service quality dimensions, to identify the gap between expectations and perceptions of service quality dimensions and also to measure the level of customer satisfaction. There are two types of data collection which are questionnaire and interview. Two hundred questionnaires were distributed to the respondents. Paired sample t-Test and reliability test were carried out based on five service quality dimensions derived from 15 services attributed. The results showed that the best predictor for overall service quality consists of reliability for consumers’ expectation and assurance for consumers’ perception.
format Book Section
author Mohd Rafien, Nor Shahrina
Ab Hassan, Zunaidah
Othman, Azhana
author_facet Mohd Rafien, Nor Shahrina
Ab Hassan, Zunaidah
Othman, Azhana
author_sort Mohd Rafien, Nor Shahrina
title Service quality in hospitality industry: a study of homestay in Melaka / Nor Shahrina Mohd Rafien, Zunaidah Ab Hassan and Azhana Othman
title_short Service quality in hospitality industry: a study of homestay in Melaka / Nor Shahrina Mohd Rafien, Zunaidah Ab Hassan and Azhana Othman
title_full Service quality in hospitality industry: a study of homestay in Melaka / Nor Shahrina Mohd Rafien, Zunaidah Ab Hassan and Azhana Othman
title_fullStr Service quality in hospitality industry: a study of homestay in Melaka / Nor Shahrina Mohd Rafien, Zunaidah Ab Hassan and Azhana Othman
title_full_unstemmed Service quality in hospitality industry: a study of homestay in Melaka / Nor Shahrina Mohd Rafien, Zunaidah Ab Hassan and Azhana Othman
title_sort service quality in hospitality industry: a study of homestay in melaka / nor shahrina mohd rafien, zunaidah ab hassan and azhana othman
publisher Division of Research, Industrial Linkages and Alumni, UiTM Cawangan Melaka
publishDate 2011
url https://ir.uitm.edu.my/id/eprint/77388/1/77388.pdf
https://ir.uitm.edu.my/id/eprint/77388/
_version_ 1768011632225550336
score 13.211869

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