Pengukuran kepuasan pelanggan dalaman bagi industri hospitaliti: kajian kes industri perhotelan di Pantai Timur Semenanjung Malaysia
This study investigates the internal customer’s satisfaction level for the East Coast hotel industry using the SERVQUAL Model. Through SERVQUAL Model, the quality of services provided by each Human Resource Department from selected hotels are assessed by determining the expectation and perception...
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Penerbit ukm
2009
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