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Visitors’ satisfaction towards service quality at Paya Beach Spa and Dive Resort, Tioman Island

This study was conducted to assess the visitors’ satisfaction towards the service quality offered by Paya Beach Spa and Dive Resort. Although this resort has a 3-star online rating reviews, it still lacks on the service quality resulting in many complaints and customers’ dissatisfaction. Due to mons...

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Main Author: Agusli, Balqis Nabilah
Format: Project Paper Report
Language:English
Published: 2018
Online Access:http://psasir.upm.edu.my/id/eprint/91425/1/FH%202018%20135%20IR.pdf
http://psasir.upm.edu.my/id/eprint/91425/
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spelling my.upm.eprints.914252021-11-16T04:01:44Z http://psasir.upm.edu.my/id/eprint/91425/ Visitors’ satisfaction towards service quality at Paya Beach Spa and Dive Resort, Tioman Island Agusli, Balqis Nabilah This study was conducted to assess the visitors’ satisfaction towards the service quality offered by Paya Beach Spa and Dive Resort. Although this resort has a 3-star online rating reviews, it still lacks on the service quality resulting in many complaints and customers’ dissatisfaction. Due to monsoon season, money and time constraint, only 92 respondents were chosen using convenience sampling. From the questionnaires, data obtained were demographic characteristic and the visitors’ level of satisfaction towards the five attributes concerning the service quality. In answering the objectives of this study, data was analysed using descriptive analysis, correlation and multiple regression analysis. The result shows that the relationship between the visitors’ satisfaction and service quality are all significant at 0.01 level. It shows that human element and social responsibility in service quality are important attributes in deciding their level of satisfaction and factor for repetition of visit to the resort. Based on the result obtained from this study, it can be concluded that the findings and information be appropriately used as guidelines for the management of the resort to help increase visitors’ satisfaction. 2018 Project Paper Report NonPeerReviewed text en http://psasir.upm.edu.my/id/eprint/91425/1/FH%202018%20135%20IR.pdf Agusli, Balqis Nabilah (2018) Visitors’ satisfaction towards service quality at Paya Beach Spa and Dive Resort, Tioman Island. [Project Paper Report]
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 was conducted to assess the visitors’ satisfaction towards the service quality offered by Paya Beach Spa and Dive Resort. Although this resort has a 3-star online rating reviews, it still lacks on the service quality resulting in many complaints and customers’ dissatisfaction. Due to monsoon season, money and time constraint, only 92 respondents were chosen using convenience sampling. From the questionnaires, data obtained were demographic characteristic and the visitors’ level of satisfaction towards the five attributes concerning the service quality. In answering the objectives of this study, data was analysed using descriptive analysis, correlation and multiple regression analysis. The result shows that the relationship between the visitors’ satisfaction and service quality are all significant at 0.01 level. It shows that human element and social responsibility in service quality are important attributes in deciding their level of satisfaction and factor for repetition of visit to the resort. Based on the result obtained from this study, it can be concluded that the findings and information be appropriately used as guidelines for the management of the resort to help increase visitors’ satisfaction.
format Project Paper Report
author Agusli, Balqis Nabilah
spellingShingle Agusli, Balqis Nabilah
Visitors’ satisfaction towards service quality at Paya Beach Spa and Dive Resort, Tioman Island
author_facet Agusli, Balqis Nabilah
author_sort Agusli, Balqis Nabilah
title Visitors’ satisfaction towards service quality at Paya Beach Spa and Dive Resort, Tioman Island
title_short Visitors’ satisfaction towards service quality at Paya Beach Spa and Dive Resort, Tioman Island
title_full Visitors’ satisfaction towards service quality at Paya Beach Spa and Dive Resort, Tioman Island
title_fullStr Visitors’ satisfaction towards service quality at Paya Beach Spa and Dive Resort, Tioman Island
title_full_unstemmed Visitors’ satisfaction towards service quality at Paya Beach Spa and Dive Resort, Tioman Island
title_sort visitors’ satisfaction towards service quality at paya beach spa and dive resort, tioman island
publishDate 2018
url http://psasir.upm.edu.my/id/eprint/91425/1/FH%202018%20135%20IR.pdf
http://psasir.upm.edu.my/id/eprint/91425/
_version_ 1717095445462777856
score 13.211869

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