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Measuring Customers' Perceived Service Quality in Hotel Industry

This research attempts to study customer's perceived se",ice quality in the hotel industry. This paper aims to discover what customers think of the quality of service as can be found in the hotel industry by looking into factors influential on this perception such as personal service, te...

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Main Authors: Md. Sidin, Samsinar, Abdul Rashid, Md. Zabid, Raja Zainal, Raja Anis Rahyuwati
Format: Article
Language:English
English
Published: Universiti Putra Malaysia Press 2001
Online Access:http://psasir.upm.edu.my/id/eprint/3334/1/Measuring_Customers_Perceived_Service.pdf
http://psasir.upm.edu.my/id/eprint/3334/
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spelling my.upm.eprints.33342013-05-27T07:07:20Z http://psasir.upm.edu.my/id/eprint/3334/ Measuring Customers' Perceived Service Quality in Hotel Industry Md. Sidin, Samsinar Abdul Rashid, Md. Zabid Raja Zainal, Raja Anis Rahyuwati This research attempts to study customer's perceived se",ice quality in the hotel industry. This paper aims to discover what customers think of the quality of service as can be found in the hotel industry by looking into factors influential on this perception such as personal service, technological innovations and quality of food served. The method employed to gather the research resources was adopted from SERVQUAL which is a popular method in measuring perceived service quality. The descriptive and inferential methods were also used in testing and analysing the hypotheses. Data were analysed by using the SPSS package. The research findings indicated that generally, customers were dissatisfied with the service quality provided by the hotel management. From the research, it was also discovered that personal services technology innovation and quality of food served were vital in improving customers' outlook on the service quality. Therefore, the hotelier should try to meet or exceed the customers' expectations, in order to ensure the customers are satisfied. It is very important for the hotelier to take an effort in comprehending and understanding customers' expectations in order to deliver good service, in which if the perceived service equal or exceeded the expected service, they perceived that there is a quality in the service. Universiti Putra Malaysia Press 2001 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/3334/1/Measuring_Customers_Perceived_Service.pdf Md. Sidin, Samsinar and Abdul Rashid, Md. Zabid and Raja Zainal, Raja Anis Rahyuwati (2001) Measuring Customers' Perceived Service Quality in Hotel Industry. Pertanika Journal of Social Sciences & Humanities, 9 (2). pp. 71-85. ISSN 0128-7702 English
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
English
description This research attempts to study customer's perceived se",ice quality in the hotel industry. This paper aims to discover what customers think of the quality of service as can be found in the hotel industry by looking into factors influential on this perception such as personal service, technological innovations and quality of food served. The method employed to gather the research resources was adopted from SERVQUAL which is a popular method in measuring perceived service quality. The descriptive and inferential methods were also used in testing and analysing the hypotheses. Data were analysed by using the SPSS package. The research findings indicated that generally, customers were dissatisfied with the service quality provided by the hotel management. From the research, it was also discovered that personal services technology innovation and quality of food served were vital in improving customers' outlook on the service quality. Therefore, the hotelier should try to meet or exceed the customers' expectations, in order to ensure the customers are satisfied. It is very important for the hotelier to take an effort in comprehending and understanding customers' expectations in order to deliver good service, in which if the perceived service equal or exceeded the expected service, they perceived that there is a quality in the service.
format Article
author Md. Sidin, Samsinar
Abdul Rashid, Md. Zabid
Raja Zainal, Raja Anis Rahyuwati
spellingShingle Md. Sidin, Samsinar
Abdul Rashid, Md. Zabid
Raja Zainal, Raja Anis Rahyuwati
Measuring Customers' Perceived Service Quality in Hotel Industry
author_facet Md. Sidin, Samsinar
Abdul Rashid, Md. Zabid
Raja Zainal, Raja Anis Rahyuwati
author_sort Md. Sidin, Samsinar
title Measuring Customers' Perceived Service Quality in Hotel Industry
title_short Measuring Customers' Perceived Service Quality in Hotel Industry
title_full Measuring Customers' Perceived Service Quality in Hotel Industry
title_fullStr Measuring Customers' Perceived Service Quality in Hotel Industry
title_full_unstemmed Measuring Customers' Perceived Service Quality in Hotel Industry
title_sort measuring customers' perceived service quality in hotel industry
publisher Universiti Putra Malaysia Press
publishDate 2001
url http://psasir.upm.edu.my/id/eprint/3334/1/Measuring_Customers_Perceived_Service.pdf
http://psasir.upm.edu.my/id/eprint/3334/
_version_ 1643822581946515456
score 13.211869

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