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International students’ experiences of hospitality service in Malaysian research universities

This study aims to determine the relationship between hospitality service delivery dimensions and international students’ satisfaction where it is focuses on the services provided by faculty and hostel. This research is able to enlarge the body of knowledge in the service management by explori...

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Main Author: Tukimin, Siti Nurhidayaah
Format: Thesis
Language:English
Published: 2016
Online Access:http://psasir.upm.edu.my/id/eprint/66841/1/FEP%202016%2038%20IR.pdf
http://psasir.upm.edu.my/id/eprint/66841/
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spelling my.upm.eprints.668412019-02-01T08:52:49Z http://psasir.upm.edu.my/id/eprint/66841/ International students’ experiences of hospitality service in Malaysian research universities Tukimin, Siti Nurhidayaah This study aims to determine the relationship between hospitality service delivery dimensions and international students’ satisfaction where it is focuses on the services provided by faculty and hostel. This research is able to enlarge the body of knowledge in the service management by exploring the international students’ experience in the context of service delivery. The services are consists of service quality dimensions (tangible, reliability, responsiveness, assurance and empathy) and servicescape dimensions (ambient condition, space/function and sign, symbol and artifact). Quantitative method has been used to gather the data. The data collection has been done through distributing questionnaires towards international students using convenience sampling technique. The questionnaires were distributed in three Malaysian research universities in Klang Valley namely Universiti Putra Malaysia, Universiti Kebangsaan Malaysia and Universiti Malaya. A total of 400 questionnaires were distributed with 383 respondents participated in this research. The hospitality services delivery dimensions were tested for its reliability strength and the results showed that all dimensions were highly reliable. Factor analysis and multiple regressions were conducted to analyze the data and to test the hypotheses. Multiple regressions were used to achieve both first and second objectives which were to determine the relationship amongst hospitality service delivery (service quality and servicescape) and international students’ satisfaction. The regression result for faculty services showed that tangible, empathy and responsiveness dimensions of service quality were the major component that influenced the students’ satisfaction while space and function of servicescape dimensions were the major component that influenced the students’ satisfaction. 2016-05 Thesis NonPeerReviewed text en http://psasir.upm.edu.my/id/eprint/66841/1/FEP%202016%2038%20IR.pdf Tukimin, Siti Nurhidayaah (2016) International students’ experiences of hospitality service in Malaysian research universities. Masters thesis, Universiti Putra Malaysia.
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
description This study aims to determine the relationship between hospitality service delivery dimensions and international students’ satisfaction where it is focuses on the services provided by faculty and hostel. This research is able to enlarge the body of knowledge in the service management by exploring the international students’ experience in the context of service delivery. The services are consists of service quality dimensions (tangible, reliability, responsiveness, assurance and empathy) and servicescape dimensions (ambient condition, space/function and sign, symbol and artifact). Quantitative method has been used to gather the data. The data collection has been done through distributing questionnaires towards international students using convenience sampling technique. The questionnaires were distributed in three Malaysian research universities in Klang Valley namely Universiti Putra Malaysia, Universiti Kebangsaan Malaysia and Universiti Malaya. A total of 400 questionnaires were distributed with 383 respondents participated in this research. The hospitality services delivery dimensions were tested for its reliability strength and the results showed that all dimensions were highly reliable. Factor analysis and multiple regressions were conducted to analyze the data and to test the hypotheses. Multiple regressions were used to achieve both first and second objectives which were to determine the relationship amongst hospitality service delivery (service quality and servicescape) and international students’ satisfaction. The regression result for faculty services showed that tangible, empathy and responsiveness dimensions of service quality were the major component that influenced the students’ satisfaction while space and function of servicescape dimensions were the major component that influenced the students’ satisfaction.
format Thesis
author Tukimin, Siti Nurhidayaah
spellingShingle Tukimin, Siti Nurhidayaah
International students’ experiences of hospitality service in Malaysian research universities
author_facet Tukimin, Siti Nurhidayaah
author_sort Tukimin, Siti Nurhidayaah
title International students’ experiences of hospitality service in Malaysian research universities
title_short International students’ experiences of hospitality service in Malaysian research universities
title_full International students’ experiences of hospitality service in Malaysian research universities
title_fullStr International students’ experiences of hospitality service in Malaysian research universities
title_full_unstemmed International students’ experiences of hospitality service in Malaysian research universities
title_sort international students’ experiences of hospitality service in malaysian research universities
publishDate 2016
url http://psasir.upm.edu.my/id/eprint/66841/1/FEP%202016%2038%20IR.pdf
http://psasir.upm.edu.my/id/eprint/66841/
_version_ 1643838727338852352
score 13.211869

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