An exploratory study of customer satisfaction towards homestay programme in Kampung Pulai, Melaka / Sofinah Yussoff

Yussoff, Sofinah (2009) An exploratory study of customer satisfaction towards homestay programme in Kampung Pulai, Melaka / Sofinah Yussoff. [Student Project] (Unpublished)

Abstract

Satisfaction is the customers' evaluation of a product or service in terms of whether product or service has met their expectations. Although satisfying customers may not be the ultimate goal for business, customer satisfaction is essentially associated with the financial performance. Therefore, it is important to understand customer expectation in purpose to deliver the right products or services over time. This research is about an exploratory study of customer satisfaction towards Homestay Programme in Kampung Pulai, Melaka. Service attributes are terms to be studied which includes programme, activities, facilities, food, service provider, place, and amenities and be investigated whether or not those attributes have significant relationship with customer satisfaction.

The survey is conducted at Homestay Kampung Pulai, Melaka. Data obtained using the method of secondary data. There have 50 respondents is selected as sample size. Respondents are required to answer the questionnaires that include the statements regarding relationship between service attributes and customer satisfaction towards the Homestay Programme in Kampung Pulai, Melaka. After necessary data has been collected, all data and information will be coded, analyzed and summarized in a readable and easily interpretable form. The Statistical Package for the Social Science (SPSS) version 14.0 has been required in order to analyze the data.

The results are in the form of reliability testing, descriptive, frequency, and correlation. Based on this research, the result indicates hat there are significant relationship between all the elements of service attributes as stated above. Additionally, based on the mean and standard deviation, the first rank that gives the highest significant level according to their relationship with customer satisfaction is facilities. It is followed by food, service provider, amenities, place, programme, and lastly the seventh one is activities

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Yussoff, Sofinah UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > Marketing > Marketing research. Marketing research companies. Sales forecasting H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling H Social Sciences > HF Commerce > Consumer satisfaction
Divisions:	Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Business and Management
Keywords:	Customer satisfaction; Customer expectation; Homestay programme
Date:	2009
URI:	https://ir.uitm.edu.my/id/eprint/21505