The relationship of service quality towards customer satisfaction at Hotel Seri Malaysia Seremban, Negeri Sembilan Darul Khusus

Khalid, Hatikah Hanum (2018) The relationship of service quality towards customer satisfaction at Hotel Seri Malaysia Seremban, Negeri Sembilan Darul Khusus. [Student Project]

Abstract

This research intended to explore the relationship of service quality towards customer satisfaction at Hotel Seri Malaysia Seremban. The service quality dimensions which are tangibility, reliability, responsiveness, assurance and empathy. A survey has been conducted by distributed 85 questionnaires to the customers of Hotel Seri Malaysia Seremban. The results of findings showed that the two of five which are tangibility and responsiveness are influence on customer satisfaction. However, reliability, assurance and empathy was not influence on customer satisfaction at Hotel Seri Malaysia Seremban. Therefore, staff at Hotel Seri Malaysia Seremban should consider those dimensions of service quality that create the dissatisfaction and lead to the low satisfaction among the customers at Hotel Seri Malaysia Seremban and should provide the best way to solve the problem.

Metadata

Item Type:	Student Project
Creators:	Creators Email / ID Num. Khalid, Hatikah Hanum 2016686616
Contributors:	Contribution Name Email / ID Num. Advisor Md Taib, Norraeffa UNSPECIFIED
Subjects:	H Social Sciences > HF Commerce > Marketing H Social Sciences > HF Commerce > Consumer satisfaction H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions:	Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus > Faculty of Business and Management
Programme:	Bachelor of Business Administration (Hons.) Human Resource Management (BA243)
Keywords:	Service quality, Customer satisfaction, Hotel Seri Malaysia Seremban
Date:	2018
URI:	https://ir.uitm.edu.my/id/eprint/89342