Importance of service quality dimensions at guest arrival area implements by five stars hotel in Seri Kembangan and Putrajaya / Anidah Aziz, Lina Mazwein Ibrahim and Zahariah Sahudin

Aziz, Anidah and Ibrahim, Lina Mazwein and Sahudin, Zahariah (2009) Importance of service quality dimensions at guest arrival area implements by five stars hotel in Seri Kembangan and Putrajaya / Anidah Aziz, Lina Mazwein Ibrahim and Zahariah Sahudin. [Research Reports] (Unpublished)

Abstract

The research is regarding "Importance of service quality dimensions at guest arrival area implements by five stars hotel in Seri Kembangan and Putrajaya", According to Parasuraman (1991), service quality has five dimensions, which are tangibles, responsiveness, reliability, assurance, and empathy. These dimensions are important to measure the quality of the service. The aim of this research is to identify importance service quality dimensions at guest arrival area implements by the five-star hotels in Seri Kembangan and Putrajaya. The research is also to determine the improvement that need to be implement in the guest arrival in order to enhance the service quality of these five-star hotels. The questionnaires have been distributed to 200 respondents which are the guest of the selected five-star hotels by using convenience sampling. In the research, there are three objectives. First objective is to identify the most importance service quality dimensions at guest arrival area implements by the five-star hotels in Seri Kembangan and Putrajaya. The second objective is to determine the respondents' level of importance towards service quality at guest arrival area for each type of service quality dimensions at guest arrival area implements by the five-star hotels in Seri Kembangan and Putrajaya. The last objective is to identify the relationship between selected respondent profile and service quality dimensions at guest arrival area implements by the five-star hotels in Seri Kembangan and Putrajaya. The researcher have used SPSS program version 15.0 where the researcher have used frequency analysis, descriptive analysis, reliability testing, cross tabulation in order to interpret the data.

Metadata

Item Type: Research Reports
Creators:
Creators
Email / ID Num.
Aziz, Anidah
UNSPECIFIED
Ibrahim, Lina Mazwein
UNSPECIFIED
Sahudin, Zahariah
UNSPECIFIED
Subjects: G Geography. Anthropology. Recreation > G Geography (General) > Travel and the state. Tourism
H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Melaka > Alor Gajah Campus
Keywords: Service quality; Five stars hotel; Seri Kembangan; Putrajaya
Date: 2009
URI: https://ir.uitm.edu.my/id/eprint/41729
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