The determinant of hotel quality service toward customer satisfaction : a study at Hotel UiTM Dungun / Mohamed Irfan Roslan

Roslan, Mohamed Irfan (2014) The determinant of hotel quality service toward customer satisfaction : a study at Hotel UiTM Dungun / Mohamed Irfan Roslan. [Student Project] (Unpublished)

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Abstract

This paper use to study the relationship between service quality and customer satisfaction in Hotel UiTM Dungun, Terengganu. The conceptual model is adopted based on the service quality model (SERVQUAL) which measures various dimensions of service quality and their relationship to customer satisfaction. Researcher use the tangibility, reliability and responsiveness dimension. These dimensions is then tested using the data that are collected in the hotel. The objective is to know the relationship between tangibility, reliability and responsiveness toward the customer satisfaction and determine the most significant variables for the customer satisfaction. Researcher use the questionnaire method to collect the data. The result from the correlation analysis state that all of the independent variables have strong correlation with the customer satisfaction. From the regression analysis also found the best predictor/variable is the tangibility dimension. From the regression also only two variables is significant which is the tangibility and responsiveness. This research can give improvement to the growing literature on the hotel industry and tourism in Malaysia.

Metadata

Item Type: Student Project
Creators:
Creators
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Roslan, Mohamed Irfan
2011876988
Contributors:
Contribution
Name
Email / ID Num.
Thesis advisor
Hassanuddin, Nor Aini
UNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Management. Industrial Management > Total quality management. Benchmarking
H Social Sciences > HF Commerce > Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
H Social Sciences > HF Commerce > Consumer satisfaction
H Social Sciences > HF Commerce > Customer services. Customer relations
H Social Sciences > HF Commerce > Personnel management. Employment management > Performance standards
Divisions: Universiti Teknologi MARA, Terengganu > Dungun Campus > Faculty of Business and Management
Programme: Bachelor Of Business Administration (Hons) Islamic Banking
Item ID: 44369
Uncontrolled Keywords: Customer Satisfaction ; Quality ; Hotel Service ; Reliability ; Responsiveness ; Tangibility
URI: https://ir.uitm.edu.my/id/eprint/44369

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