The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim

Rahim, Siti Nur Awanis (2014) The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim. Degree thesis, Universiti Teknologi MARA, Kelantan.

Abstract

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years . This research investigates the relationship between service quality and customer satisfaction toward hospitality industry. Therefore the data will be collected among customers or guest who used the service provided by hotel in Kota Bharu. The instrument that will be used is a set of questionnaires and will be distributed to the respondents who used the service at the hotel. The result indicates that service quality significantly impact on customer satisfaction either customer satisfied or not with the service provided. Negatively, poor service quality will lead customers to spread negative word of mouth about dissatisfaction and if the problem successfully solved, customers will spread positive word of mouth to others and it reduced possibility of customers churn to other competitors. Hence, this study can be used by hospitality industry to develop successfully strategic service quality to enhance customer satisfaction for hotel industries

Metadata

Item Type: Thesis (Degree)
Creators:
Creators
Email / ID Num.
Rahim, Siti Nur Awanis
UNSPECIFIED
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Zakaria, Ibhrahim
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Organizational behavior. Corporate culture
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Kelantan > Machang Campus > Faculty of Business and Management
Programme: Bachelor in Office Systems Management (Hons.)
Keywords: Service quality, customer satisfaction, tangibles, reliability, responsiveness, assurance, empathy, Renaissance Kota Bharu Hotel
Date: 2014
URI: https://ir.uitm.edu.my/id/eprint/69899
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