Investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia
This research applies the SERVQUAL dimensions including tangible, assurance, reliability, responsiveness and empathy to examinate their effect on customer satisfaction towards resort hotels located in Perak, Malaysia. The purpose of this study is to close the gap on the lack of research regarding Pe...
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| Format: | Final Year Project / Dissertation / Thesis |
| Published: |
2024
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| Subjects: | |
| Online Access: | http://eprints.utar.edu.my/6944/1/2005329_Loh_Wei_Hong.pdf http://eprints.utar.edu.my/6944/ |
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| _version_ | 1852709652617232384 |
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| author | Lee, Joe Wai Hong Loh, Wei Hong |
| author_facet | Lee, Joe Wai Hong Loh, Wei Hong |
| author_sort | Lee, Joe Wai Hong |
| building | UTAR Library |
| collection | Institutional Repository |
| content_provider | Universiti Tunku Abdul Rahman |
| content_source | UTAR Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | This research applies the SERVQUAL dimensions including tangible, assurance, reliability, responsiveness and empathy to examinate their effect on customer satisfaction towards resort hotels located in Perak, Malaysia. The purpose of this study is to close the gap on the lack of research regarding Perak resort hotels by providing better insight into factors affecting customer satisfaction. The findings are expected to contribute to understanding what customers expect. This is quantitative research consisting of 390 participants who visited and stayed at Perak resort hotels before. The judgemental technique is employed to find suitable respondents. The questionnaire was designed using Google Forms and contains four sections. The data that has been collected is analysed utilising the SPSS software. The results show that each dimension (tangible, assurance, reliability, responsiveness and empathy) has a significant impact on customer satisfaction. Furthermore, empathy was the most important predictor of customer satisfaction compared to other dimensions. Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, Resort, Perak HF5410-5417.5 Marketing. Distribution of products |
| format | Final Year Project / Dissertation / Thesis |
| id | my-utar-eprints.6944 |
| institution | Universiti Tunku Abdul Rahman |
| publishDate | 2024 |
| record_format | eprints |
| spelling | my-utar-eprints.69442025-12-11T07:32:19Z Investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia Lee, Joe Wai Hong Loh, Wei Hong BF Psychology HF Commerce This research applies the SERVQUAL dimensions including tangible, assurance, reliability, responsiveness and empathy to examinate their effect on customer satisfaction towards resort hotels located in Perak, Malaysia. The purpose of this study is to close the gap on the lack of research regarding Perak resort hotels by providing better insight into factors affecting customer satisfaction. The findings are expected to contribute to understanding what customers expect. This is quantitative research consisting of 390 participants who visited and stayed at Perak resort hotels before. The judgemental technique is employed to find suitable respondents. The questionnaire was designed using Google Forms and contains four sections. The data that has been collected is analysed utilising the SPSS software. The results show that each dimension (tangible, assurance, reliability, responsiveness and empathy) has a significant impact on customer satisfaction. Furthermore, empathy was the most important predictor of customer satisfaction compared to other dimensions. Keywords: Tangible, Reliability, Responsiveness, Assurance, Empathy, Customer Satisfaction, Resort, Perak HF5410-5417.5 Marketing. Distribution of products 2024-06 Final Year Project / Dissertation / Thesis NonPeerReviewed application/pdf http://eprints.utar.edu.my/6944/1/2005329_Loh_Wei_Hong.pdf Lee, Joe Wai Hong and Loh, Wei Hong (2024) Investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia. Final Year Project, UTAR. http://eprints.utar.edu.my/6944/ |
| spellingShingle | BF Psychology HF Commerce Lee, Joe Wai Hong Loh, Wei Hong Investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia |
| title | Investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia |
| title_full | Investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia |
| title_fullStr | Investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia |
| title_full_unstemmed | Investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia |
| title_short | Investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in Perak, Malaysia |
| title_sort | investigating the effect of servqual dimensions on customer satisfaction among tourists who visited resort hotels in perak, malaysia |
| topic | BF Psychology HF Commerce |
| url | http://eprints.utar.edu.my/6944/1/2005329_Loh_Wei_Hong.pdf http://eprints.utar.edu.my/6944/ |
| url_provider | http://eprints.utar.edu.my |