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Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam

The research attempts to explain the role of service quality in creation of satisfactory guest experience in the Selesa Hotel in Pasir Gudang, Johor. The opinions of the hotel guests were sought for assessing the perception of the guests in five primary dimensions of service quality. The role of sta...

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Main Authors: Ja’afar, Napsiah, Salam, Nor Aen
Format: Student Project
Language:English
Published: 2014
Subjects:
H Social Sciences (General)
Research
Online Access:https://ir.uitm.edu.my/id/eprint/87406/1/87406.pdf
https://ir.uitm.edu.my/id/eprint/87406/
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spelling my.uitm.ir.874062023-11-20T08:05:39Z https://ir.uitm.edu.my/id/eprint/87406/ Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam Ja’afar, Napsiah Salam, Nor Aen H Social Sciences (General) Research The research attempts to explain the role of service quality in creation of satisfactory guest experience in the Selesa Hotel in Pasir Gudang, Johor. The opinions of the hotel guests were sought for assessing the perception of the guests in five primary dimensions of service quality. The role of standard operation procedure in the front office was also assessed and its connections to service quality, business excellence and customer satisfaction were identified. The research found that majority of the hotel customers was satisfied with the indicators of service quality dimensions of tangibility, responsiveness, reliability, assurance, and empathy. However there were different ranks of guests’ satisfaction among various nationalities as well as different rate of satisfaction for the hotel. Specific applicable suggestions were at last represented in the context of service quality of hotel front offices. 2014 Student Project NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/87406/1/87406.pdf Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam. (2014) [Student Project] (Unpublished)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 H Social Sciences (General)
Research
spellingShingle H Social Sciences (General)
Research
Ja’afar, Napsiah
Salam, Nor Aen
Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam
description The research attempts to explain the role of service quality in creation of satisfactory guest experience in the Selesa Hotel in Pasir Gudang, Johor. The opinions of the hotel guests were sought for assessing the perception of the guests in five primary dimensions of service quality. The role of standard operation procedure in the front office was also assessed and its connections to service quality, business excellence and customer satisfaction were identified. The research found that majority of the hotel customers was satisfied with the indicators of service quality dimensions of tangibility, responsiveness, reliability, assurance, and empathy. However there were different ranks of guests’ satisfaction among various nationalities as well as different rate of satisfaction for the hotel. Specific applicable suggestions were at last represented in the context of service quality of hotel front offices.
format Student Project
author Ja’afar, Napsiah
Salam, Nor Aen
author_facet Ja’afar, Napsiah
Salam, Nor Aen
author_sort Ja’afar, Napsiah
title Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam
title_short Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam
title_full Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam
title_fullStr Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam
title_full_unstemmed Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam
title_sort study on customer satisfaction towards service quality of front staff at selesa hotel in pasir gudang, johor / napsiah ja’afar and nor aen salam
publishDate 2014
url https://ir.uitm.edu.my/id/eprint/87406/1/87406.pdf
https://ir.uitm.edu.my/id/eprint/87406/
_version_ 1783882357273526272
score 13.222552

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