A study on health tourism industry: a case study among customer at spa in Bandar Hilir, Melaka / Aqilla Farihah Jumaat, Mohd Firdaus Abdul Rahim and Nur Amanina Halim

This research attempts to study customer’s satisfaction towards spas in Bandar Hilir, Melaka. This report is the outcome of a field research, which aimed to determine the quality of services offered by spas in Bandar Hilir, Melaka. This paper aims to discover what customers feel and think of the quality of service as can be found in the spas in Bandar Hilir, Melaka.

This study used a quantitative research approach to answer the research questions. The method employed to gather the research resources was adopted from SERVQUAL which is a popular method in measuring perceived service quality. This study used questionnaire to collect data and SPSS system to key in data. Data transcribed into Microsoft Word 2010 and the data is categorized and being analyze
manually.

The result showed the customers satisfaction on service quality that shown by staffs in spas in Bandar Hilir, Melaka. There are also showed about the important attitudes and the practices adopted by staffs in spas in Bandar Hilir, Melaka whether in can fulfill the customer satisfaction. Besides, this research findings show that the customer satisfaction plays the role o f a mediator in the effects of service quality on service loyalty. These findings are further explored.