The influence of WIFI service, international tourist's satisfaction and dissemination of experience / Noorhaiza Masri

Masri, Noorhaiza (2016) The influence of WIFI service, international tourist's satisfaction and dissemination of experience / Noorhaiza Masri. Masters thesis, Universiti Teknologi MARA (UiTM).


With the rapid growth of the technology such Wireless Fidelity (Wi-Fi), tourist heavily depends on it during travelling and enhancing job performance. The present study investigated the subject of service quality, Technology Acceptance Model and its relationship towards tourist's satisfaction in the context of technology. In the service quality perspective, the SERVQUAL dimension plays a significance role in understanding the level of quality in the technology context and identifying tourist's satisfaction. A review of past literature on service quality indicates it clearly important to measure the satisfaction among tourist since quality of the technology especially in wireless technology is rarely study in the concept of hospitality .Surveys was distributed to tourist by using online distribution (Qualtrics) as well as paper-based and 397 respondents were successfully obtained. Factor analysis was employed to determine the relevant functional quality dimension, perceived ease of use and usefulness as well as to establish the applicability of the outcome quality construct in field service. PROCESS by Hayes was utilized to evaluate the mediating effect on Wi-Fi service attributes towards tourist satisfaction and dissemination of experience. The results indicate there was no significant relationship existed between service quality and tourist's satisfaction. Further, there were significant relationship between perceived ease of use and usefulness towards tourist's satisfaction. Implications of these results suggest that the key underlying attributes need to be investigated in order to better understand the tourist satisfaction on the service quality assessments. Hence, the practitioner or other related authorities should consider upgrading and maintaining the services in the context of Wi-Fi services.


Item Type: Thesis (Masters)
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Masri, Noorhaiza
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Thesis advisor
Anuar, Faiz Izwan
Subjects: T Technology > TK Electrical engineering. Electronics. Nuclear engineering > Telecommunication > Wifi access networks
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Hotel and Tourism Management
Programme: Master of Tourism
Keywords: Tourist's satisfaction, Service quality, Technology Acceptance Model
Date: 2016
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