A study on service quality factors towards effect towards customer behavior intentions at Rumors Chalet, Pulau Langkawi, Kedah

The purpose of this research is to study service quality factors effect towards customer behavior intention in terms of words of mouth, price sensitivity, purchase intentions and complaint behavior. Moreover this study will identify the service quality factors effect towards customer behavior intention, the relationship between service quality and customer behavior intentions, and determine which service quality factors most influence customer behavior intention. Therefore the objectives of this research are:
1) To identify service quality factors towards customer behavior intention.
2) To identify relationship between service quality and customer behavior intentions.
3) To determine which service quality factor most influence customer behavior intention.
In this study, we used questionnaire to identify the relevant aspect regarding the study on the service quality at Rumors Chalet, Pulau Langkawi,Kedah and other secondary sources such as list of guests, reports and so on. Based on Frequency, Means and Pearson Correlation, a clear finding and results are observed. The finding showed that which independent variables influence towards the customer behavior intention. The researcher is also able to give some recommendations and suggestions on how to improve and increase service quality at Rumors Chalet Pulau Langkawi, Kedah