A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis / Nurul Labanihuda Abdull Rahman ... [et al.]
The hotel industry has the central element in contributing income for Malaysia. This study aims to examine the relationship between the service quality dimension and customer satisfaction in the three-star hotels in Perlis. The conceptual model is based on the SERVQUAL model, and the dimensions use...
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| Format: | Article |
| Language: | en |
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Universiti Teknologi MARA, Kedah
2022
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| Online Access: | https://ir.uitm.edu.my/id/eprint/55302/1/55302.pdf https://ir.uitm.edu.my/id/eprint/55302/ https://voa.uitm.edu.my/ |
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| _version_ | 1833070445355597824 |
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| author | Abdull Rahman, Nurul Labanihuda Samsul, Syaza Syahirah Ibrahim Brian, Muhammad Shyazzwan Idrus, Nurul Izzati |
| author_facet | Abdull Rahman, Nurul Labanihuda Samsul, Syaza Syahirah Ibrahim Brian, Muhammad Shyazzwan Idrus, Nurul Izzati |
| author_sort | Abdull Rahman, Nurul Labanihuda |
| building | Tun Abdul Razak Library |
| collection | Institutional Repository |
| content_provider | Universiti Teknologi Mara |
| content_source | UiTM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | The hotel industry has the central element in contributing income for Malaysia. This study aims to examine the relationship between the service quality dimension and customer satisfaction in the three-star hotels in Perlis. The conceptual model is based on the SERVQUAL model, and the
dimensions used by this study are tangibility, reliability, responsiveness, assurance, and empathy. By investigating these factors, the study will identify the most significant factor contributing to customer satisfaction, especially in three-star hotels, Perlis. A total of 131 respondents who were the customers of Hotel Seri Malaysia Kangar had participated in the present study by completing a questionnaire on study skills. The findings found the tangibility, responsiveness, and empathy indicate a significant relationship with customer satisfaction. However, there is no significant relationship between reliability and assurance among customer satisfaction towards the hotel. This study contributes to the significant element that plays an essential role in improving the hotel service quality. |
| format | Article |
| id | my.uitm.ir-55302 |
| institution | Universiti Teknologi Mara |
| language | en |
| publishDate | 2022 |
| publisher | Universiti Teknologi MARA, Kedah |
| record_format | eprints |
| spelling | my.uitm.ir-553022022-03-13T08:02:54Z https://ir.uitm.edu.my/id/eprint/55302/ A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis / Nurul Labanihuda Abdull Rahman ... [et al.] voa Abdull Rahman, Nurul Labanihuda Samsul, Syaza Syahirah Ibrahim Brian, Muhammad Shyazzwan Idrus, Nurul Izzati Consumer satisfaction Customer services. Customer relations The hotel industry has the central element in contributing income for Malaysia. This study aims to examine the relationship between the service quality dimension and customer satisfaction in the three-star hotels in Perlis. The conceptual model is based on the SERVQUAL model, and the dimensions used by this study are tangibility, reliability, responsiveness, assurance, and empathy. By investigating these factors, the study will identify the most significant factor contributing to customer satisfaction, especially in three-star hotels, Perlis. A total of 131 respondents who were the customers of Hotel Seri Malaysia Kangar had participated in the present study by completing a questionnaire on study skills. The findings found the tangibility, responsiveness, and empathy indicate a significant relationship with customer satisfaction. However, there is no significant relationship between reliability and assurance among customer satisfaction towards the hotel. This study contributes to the significant element that plays an essential role in improving the hotel service quality. Universiti Teknologi MARA, Kedah 2022 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/55302/1/55302.pdf A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis / Nurul Labanihuda Abdull Rahman ... [et al.]. (2022) Voice of Academia (VOA) <https://ir.uitm.edu.my/view/publication/Voice_of_Academia_=28VOA=29/>, 18 (1): 15. pp. 169-181. ISSN 2682-7840 https://voa.uitm.edu.my/ |
| spellingShingle | Consumer satisfaction Customer services. Customer relations Abdull Rahman, Nurul Labanihuda Samsul, Syaza Syahirah Ibrahim Brian, Muhammad Shyazzwan Idrus, Nurul Izzati A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis / Nurul Labanihuda Abdull Rahman ... [et al.] |
| title | A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis / Nurul Labanihuda Abdull Rahman ... [et al.] |
| title_full | A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis / Nurul Labanihuda Abdull Rahman ... [et al.] |
| title_fullStr | A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis / Nurul Labanihuda Abdull Rahman ... [et al.] |
| title_full_unstemmed | A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis / Nurul Labanihuda Abdull Rahman ... [et al.] |
| title_short | A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis / Nurul Labanihuda Abdull Rahman ... [et al.] |
| title_sort | study on the relationship between customer satisfaction towards service quality in a three-star hotels in perlis / nurul labanihuda abdull rahman ... [et al.] |
| topic | Consumer satisfaction Customer services. Customer relations |
| url | https://ir.uitm.edu.my/id/eprint/55302/1/55302.pdf https://ir.uitm.edu.my/id/eprint/55302/ https://voa.uitm.edu.my/ |
| url_provider | http://ir.uitm.edu.my/ |