Assessing customer satisfaction towards service quality in the hospitality industry / Siti Rapidah Omar Ali ... [et al.]

Omar Ali, Siti Rapidah and Norizan, Siti Norsuhaizam and Mohd Said, Nur Shafini and Mat, Khalid Amin and Jislan, Fatanah (2021) Assessing customer satisfaction towards service quality in the hospitality industry / Siti Rapidah Omar Ali ... [et al.]. Jurnal Intelek, 16 (1): 8. pp. 67-73. ISSN 2682-9223

Abstract

It is proven true that the main subjects addressed by every service industry nowadays are service quality and customer satisfaction. Hence, virtuous customers' evaluation of services is crucial for the firms. Delivering good quality service is leading to attain today’s competitive environment. This study attempts to assess the relationship between service quality and customer satisfaction in the hotel industry in Malaysia. SERVQUAL model of service quality has been used to measure the relationship between three independent variables namely Tangibility, Reliability and Responsiveness and a dependent variable that is customer satisfaction. A number of 217 hotel guests in a three-star hotel in Kuala Terengganu were selected as a sample by using a convenience sampling method. A questionnaire was used as the research instrument in a survey approach. The findings indicated that all three dimensions of service quality have a positive relationship with customer satisfaction. Responsiveness seems to be the most significant factor in satisfaction. This study contributes to the enhancement and standardization of service quality management in firms especially the hotel industry in Malaysia. The findings would offer a better understanding and recommendations for hotel management transformation and practices.

Metadata

Item Type: Article
Creators:
Creators
Email / ID Num.
Omar Ali, Siti Rapidah
UNSPECIFIED
Norizan, Siti Norsuhaizam
UNSPECIFIED
Mohd Said, Nur Shafini
UNSPECIFIED
Mat, Khalid Amin
UNSPECIFIED
Jislan, Fatanah
UNSPECIFIED
Subjects: H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Perlis > Arau Campus
Journal or Publication Title: Jurnal Intelek
UiTM Journal Collections: UiTM Journal > Jurnal Intelek (JI)
ISSN: 2682-9223
Volume: 16
Number: 1
Page Range: pp. 67-73
Keywords: Service Quality, SERVQUAL, Customer Satisfaction, Hospitality
Date: February 2021
URI: https://ir.uitm.edu.my/id/eprint/69319
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