A study on the association of quality services and customer satisfaction: a case study at Renaissance Kota Bharu / Rozaina Ibrahim

Ibrahim, Rozaina (2004) A study on the association of quality services and customer satisfaction: a case study at Renaissance Kota Bharu / Rozaina Ibrahim. [Student Project] (Unpublished)

Download

[thumbnail of 34162.pdf] Text
34162.pdf

Download (258kB)

Abstract

This research paper is focusing on customer perception and satisfaction on service quality provided at Renaissance Kota Bharu. The objective of the study is to determine the important factors used by the customer in choosing the hotel and resort and to identify the level of customers' perception and satisfaction towards the service quality provided. Furthermore, researcher want to identify the areas, which the delivery of the services provided by the resort can be improved. In the literature review, researcher examined the definition of the perception, customer satisfaction, service quality and employees, which relate in this study and give a clear view of the overall research. Beside that, researcher explained the component of service quality which consist the service reliability, responsiveness, assurance, tangibles and empathy as a guidance to measure the customers perception and satisfaction towards the service quality provided at Renaissance Kota Bharu. For this study, researcher collected primary and secondary data. The target populations for this study are among local and foreign tourist that comes to Renaissance Kota Bharu. SPSS (Statistical Packages for Social Science) program was used to analyze the questionnaires based on descriptive analysis. From the findings, researcher has identified the important factors used by customers in choosing the hotel and resort. Researcher also have identified the areas of the delivery of services, which need to improve by the resort. Here, researcher has come out with the recommendations and suggestions to improve the services provided at Renaissance Kota Bharu

Metadata

Item Type: Student Project
Creators:
Creators
Email
Ibrahim, Rozaina
2002605516
Subjects: H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
Divisions: Universiti Teknologi MARA, Melaka > Alor Gajah Campus > Faculty of Administrative Science and Policy Studies
Programme: Bachelor of Corporate Administration (Hons) (AM225)
Item ID: 34162
Uncontrolled Keywords: Customer perception; Service quality; Customer satisfaction
URI: https://ir.uitm.edu.my/id/eprint/34162

Fulltext

Fulltext is available at:
  • Library Terminal Workstation (Digital Format) - Accessible via UiTM Libraries
  • ID Number

    34162

    Indexing


    View in Google Scholar

    Edit Item
    Edit Item