A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin
The knowledge and understanding of quality standards of guests helps the hotel improve the quality of hotel services and increase guest satisfaction with the hotel stay. In every hotel provide their own procedures and policies that may lead the guest had a different of an experience. There exist a l...
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| Main Authors: | , |
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| Format: | Thesis |
| Language: | en |
| Published: |
2018
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/98558/1/98558.pdf https://ir.uitm.edu.my/id/eprint/98558/ |
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| _version_ | 1833321300431470592 |
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| author | Yahaya, Hani Yusrina Nasruddin, Siti Afiqah |
| author_facet | Yahaya, Hani Yusrina Nasruddin, Siti Afiqah |
| author_sort | Yahaya, Hani Yusrina |
| building | Tun Abdul Razak Library |
| collection | Institutional Repository |
| content_provider | Universiti Teknologi Mara |
| content_source | UiTM Institutional Repository |
| continent | Asia |
| country | Malaysia |
| description | The knowledge and understanding of quality standards of guests helps the hotel improve the quality of hotel services and increase guest satisfaction with the hotel stay. In every hotel provide their own procedures and policies that may lead the guest had a different of an experience. There exist a large number of factors that influence guest impressions from the sector of product and services they provided. Besides, the organization has to be aware of the strengths and weaknesses of their business and the operation of the hotel management to identify the improvements and innovations which could bring additional value towards the guest. By proving improvements towards the organization may enhance the profits plus, could reach the goal of the organizations. |
| format | Thesis |
| id | my.uitm.ir-98558 |
| institution | Universiti Teknologi Mara |
| language | en |
| publishDate | 2018 |
| record_format | eprints |
| spelling | my.uitm.ir-985582024-08-24T17:38:20Z https://ir.uitm.edu.my/id/eprint/98558/ A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin Yahaya, Hani Yusrina Nasruddin, Siti Afiqah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling The knowledge and understanding of quality standards of guests helps the hotel improve the quality of hotel services and increase guest satisfaction with the hotel stay. In every hotel provide their own procedures and policies that may lead the guest had a different of an experience. There exist a large number of factors that influence guest impressions from the sector of product and services they provided. Besides, the organization has to be aware of the strengths and weaknesses of their business and the operation of the hotel management to identify the improvements and innovations which could bring additional value towards the guest. By proving improvements towards the organization may enhance the profits plus, could reach the goal of the organizations. 2018 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/98558/1/98558.pdf A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin. (2018) Degree thesis, thesis, Universiti Teknologi MARA, Terengganu. |
| spellingShingle | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Yahaya, Hani Yusrina Nasruddin, Siti Afiqah A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin |
| title | A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin |
| title_full | A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin |
| title_fullStr | A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin |
| title_full_unstemmed | A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin |
| title_short | A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin |
| title_sort | study on factors influencing customer complaint behaviour / hani yusrina yahaya and siti afiqah nasruddin |
| topic | Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling |
| url | https://ir.uitm.edu.my/id/eprint/98558/1/98558.pdf https://ir.uitm.edu.my/id/eprint/98558/ |
| url_provider | http://ir.uitm.edu.my/ |