An overview of service quality towards guest’s satisfaction in hospitality industry / Aida Khalida Mohamed Idris... [et al.]

Mohamed Idris, Aida Khalida and Mohd. Pakri, Nur Adnin and Hashim, Norliana and Nik Mohd Nor, Nik Mohd Shahril and Faat, Farhan (2020) An overview of service quality towards guest’s satisfaction in hospitality industry / Aida Khalida Mohamed Idris... [et al.]. ESTEEM Journal of Social Sciences and Humanities, 4. pp. 196-202. ISSN 2600-7274

Abstract

Sustainable development of hospitality industry in Malaysia has led numerous numbers of hotels, motels and other lodging accommodation to increase rapidly. It occurs due to the increment number of international and domestic tourist boarding in Malaysia. Owing to that, it is important for lodging provider to offer a good service quality because it will lead the guests feeling pleasant and satisfied during their stay. In return, it will increase the loyalty and high tendency of tourist to revisit or recommend to their friends. Researches have shown that service quality plays important elements in determining guest’s satisfaction. Guests are considered satisfied when they have the positive feeling throughout the process of evaluating the expectation and what they actually get. Due to the guest satisfaction mostly depended on the level of service quality and on how they are being treated during their stay at the lodging, it is crucial to search for a missing value in service quality towards guest’s satisfaction. Aforementioned by previous researchers shows that numerous issues have been raised pertaining of primary dimension and sub dimension in service quality when measuring satisfaction in several industries as many theories, measurements and models has been deformed recently. Therefore, this paper is to discuss the sub dimension for service quality towards guest’s satisfaction in Seberang Perai hotels.

Metadata

Item Type: Article
Creators:
CreatorsID Num. / Email
Mohamed Idris, Aida Khalidaaida560@uitm.edu.my
Mohd. Pakri, Nur Adninnuradnin@yahoo.com
Hashim, Norliananorli1974@uitm.edu.my
Nik Mohd Nor, Nik Mohd Shahrilnik.shahril@uitm.edu.my
Faat, Farhanfarhanfaat@uitm.edu.my
Subjects: H Social Sciences > H Social Sciences (General) > Research
H Social Sciences > H Social Sciences (General) > Research > Methodology
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service
T Technology > TX Home economics > Hospitality industry. Hotels, clubs, restaurants, etc. Food service > Malaysia
Divisions: Universiti Teknologi MARA, Pulau Pinang > Permatang Pauh Campus
Journal or Publication Title: ESTEEM Journal of Social Sciences and Humanities
Journal: UiTM Journal > ESTEEM Journal of Social Sciences and Humanities
ISSN: 2600-7274
Volume: 4
Page Range: pp. 196-202
Official URL: https://ejssh.uitm.edu.my/
Item ID: 29285
Uncontrolled Keywords: Service Quality, Guest Satisfaction, Hospitality
URI: http://ir.uitm.edu.my/id/eprint/29285

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