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Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan.

Service quality and customer satisfaction in hotel industry is an important factor of successful business now days. Research has shown that high service quality will contributes significantly to customer satisfaction. These studies try to reveal the relationship between hotel services quality manage...

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Bibliographic Details
Main Author: Allan Abraham Mirad
Format: Undergraduate Final Project Report
Published: 2012
Online Access:http://discol.umk.edu.my/id/eprint/5431/
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id my.umk.eprints.5431
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spelling my.umk.eprints.54312022-05-23T08:41:23Z http://discol.umk.edu.my/id/eprint/5431/ Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan. Allan Abraham Mirad Service quality and customer satisfaction in hotel industry is an important factor of successful business now days. Research has shown that high service quality will contributes significantly to customer satisfaction. These studies try to reveal the relationship between hotel services quality management and service quality performance for a sample of guest hotel of 3 to 5 star hotel industry at Kota Bharu, Kelantan. The concept and the conceptual of service quality s indispensable if we wish to understand the genesis of service quality and potentials gaps in quality. SERVQUAL model has been use to encompass various aspect of service quality. The aim of this study is to show the importance of service quality in hotel industry and to describe the criteria for measuring service quality. This research also aim to obtain the information about the quality parameter of services that provide by hotel industry in Kota Bharu, Kelantan and to find out either the parameter rate are as per the expectation of the customer or guest hotel. 2012 Undergraduate Final Project Report NonPeerReviewed Allan Abraham Mirad (2012) Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan. Undergraduate Final Project Report thesis, Faculty of Entrepreneurship and Business. (Submitted)
institution Universiti Malaysia Kelantan
building Perpustakaan Universiti Malaysia Kelantan
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Kelantan
content_source UMK Institutional Repository
url_provider http://umkeprints.umk.edu.my/
description Service quality and customer satisfaction in hotel industry is an important factor of successful business now days. Research has shown that high service quality will contributes significantly to customer satisfaction. These studies try to reveal the relationship between hotel services quality management and service quality performance for a sample of guest hotel of 3 to 5 star hotel industry at Kota Bharu, Kelantan. The concept and the conceptual of service quality s indispensable if we wish to understand the genesis of service quality and potentials gaps in quality. SERVQUAL model has been use to encompass various aspect of service quality. The aim of this study is to show the importance of service quality in hotel industry and to describe the criteria for measuring service quality. This research also aim to obtain the information about the quality parameter of services that provide by hotel industry in Kota Bharu, Kelantan and to find out either the parameter rate are as per the expectation of the customer or guest hotel.
format Undergraduate Final Project Report
author Allan Abraham Mirad
spellingShingle Allan Abraham Mirad
Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan.
author_facet Allan Abraham Mirad
author_sort Allan Abraham Mirad
title Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan.
title_short Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan.
title_full Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan.
title_fullStr Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan.
title_full_unstemmed Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan.
title_sort study of measurement service quality with servqual model: an empirical study of three tills five star hotel industry in kota bharu, kelantan.
publishDate 2012
url http://discol.umk.edu.my/id/eprint/5431/
_version_ 1763303552559611904
score 13.211869

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