Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]

Sulaiman, Suria and Mohd Asri, Dian Aszyanti Atirah and Azmi, Azila and Mohamad Khamis, Nor Fazllina (2020) Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]. ESTEEM Journal of Social Sciences and Humanities, 4. pp. 115-124. ISSN 2600-7274

Official URL: http://ejssh.uitm.edu.my

Abstract

Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a product or services from the spa industry required product or services that meet their expectations. However, lack of skill of the staff and discomfort ambiance can lead to the unsatisfaction towards the service quality and decrease the level of customer satisfaction in the spa. The objective of this research is to find a relationship between the service quality of staff and ambiance towards customer satisfaction in the spa. This research used a questionnaire survey in order to gather the data. 300 respondents took part in the survey which is conducted in Penang focusing at Batu Ferringhi area. Findings show that there is a relationship between service quality of staff and also ambiance towards customer satisfaction in the spa.

Metadata

Item Type: Article
Creators:
CreatorsID Num. / Email
Sulaiman, Suriasuriasul@uitm.edu.my
Mohd Asri, Dian Aszyanti Atirahdianasri@uitm.edu.my
Azmi, Azilaazila.azmi@uitm.edu.my
Mohamad Khamis, Nor Fazllinanurfazllina@gmail.com
Subjects: H Social Sciences > HF Commerce > Customer services. Customer relations
H Social Sciences > H Social Sciences (General) > Research
H Social Sciences > H Social Sciences (General) > Research > Methodology
Divisions: Universiti Teknologi MARA, Pulau Pinang > Permatang Pauh Campus
Journal or Publication Title: ESTEEM Journal of Social Sciences and Humanities
ISSN: 2600-7274
Volume: 4
Page Range: pp. 115-124
Official URL: http://ejssh.uitm.edu.my
Item ID: 28818
Uncontrolled Keywords: Spa Tourism, Wellness, Service quality, Customer Satisfaction
URI: http://ir.uitm.edu.my/id/eprint/28818

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