Determining quality factors contributing to chalet and resort guest lodging satisfaction using SERVQUAL dimension analysis
The aim of this study is to determine the relationship between quality factors: service, facility, and location and chalet and resort guest satisfaction by utilizing the SERVQUAL dimension. The sample of the study involving 152 guests from five selected chalets and resorts along the beach of Pengkal...
| Main Authors: | , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Asers Publishing
2020
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| Online Access: | http://psasir.upm.edu.my/id/eprint/88406/1/ABSTRACT.pdf |
| _version_ | 1796981967765372928 |
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| author | Omar, Muhd Khaizer Shamsul Azman, Nur Arnie Sazerin Jusoh, Rosnani Zakaria, Anis Mohd Sufian Kang, Enio Kang |
| author_facet | Omar, Muhd Khaizer Shamsul Azman, Nur Arnie Sazerin Jusoh, Rosnani Zakaria, Anis Mohd Sufian Kang, Enio Kang |
| author_sort | Omar, Muhd Khaizer |
| collection | UPM |
| description | The aim of this study is to determine the relationship between quality factors: service, facility, and location and chalet and resort guest satisfaction by utilizing the SERVQUAL dimension. The sample of the study involving 152 guests from five selected chalets and resorts along the beach of Pengkalan Balak, Malacca, Malaysia. The correlation analysis provided supports for the existent of the relationship between guest satisfaction and the studied dimensions. It is noteworthy to justify that customers were satisfied with the service provided and the relationship between the SERVQUAL dimension and satisfaction was explored. Now, the direction of the tourism industry in Malaysia has discerned towards. Thus, the government can sally forth to face the proactive action to support the small and medium industry (SME) tourism business entities by improving the aforementioned quality factors. If the quality is maintained and continued to serve well, the chalet and resort lodging businesses in Pengkalan Balak could have beneficial effects upon the tourism industry which ultimately flourish the surrounding community and spark interest among tourists to visit the destination. |
| first_indexed | 2024-03-06T10:45:25Z |
| format | Article |
| id | upm.eprints-88406 |
| institution | Universiti Putra Malaysia |
| language | English |
| last_indexed | 2024-03-06T10:45:25Z |
| publishDate | 2020 |
| publisher | Asers Publishing |
| record_format | dspace |
| spelling | upm.eprints-884062021-12-27T04:17:19Z http://psasir.upm.edu.my/id/eprint/88406/ Determining quality factors contributing to chalet and resort guest lodging satisfaction using SERVQUAL dimension analysis Omar, Muhd Khaizer Shamsul Azman, Nur Arnie Sazerin Jusoh, Rosnani Zakaria, Anis Mohd Sufian Kang, Enio Kang The aim of this study is to determine the relationship between quality factors: service, facility, and location and chalet and resort guest satisfaction by utilizing the SERVQUAL dimension. The sample of the study involving 152 guests from five selected chalets and resorts along the beach of Pengkalan Balak, Malacca, Malaysia. The correlation analysis provided supports for the existent of the relationship between guest satisfaction and the studied dimensions. It is noteworthy to justify that customers were satisfied with the service provided and the relationship between the SERVQUAL dimension and satisfaction was explored. Now, the direction of the tourism industry in Malaysia has discerned towards. Thus, the government can sally forth to face the proactive action to support the small and medium industry (SME) tourism business entities by improving the aforementioned quality factors. If the quality is maintained and continued to serve well, the chalet and resort lodging businesses in Pengkalan Balak could have beneficial effects upon the tourism industry which ultimately flourish the surrounding community and spark interest among tourists to visit the destination. Asers Publishing 2020 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/88406/1/ABSTRACT.pdf Omar, Muhd Khaizer and Shamsul Azman, Nur Arnie Sazerin and Jusoh, Rosnani and Zakaria, Anis and Mohd Sufian Kang, Enio Kang (2020) Determining quality factors contributing to chalet and resort guest lodging satisfaction using SERVQUAL dimension analysis. Journal of Environmental Management and Tourism, 11 (6). 1537 - 1549. ISSN 2068-7729 https://journals.aserspublishing.eu/jemt/article/view/5541 10.14505/jemt.v11.6(46).24 |
| spellingShingle | Omar, Muhd Khaizer Shamsul Azman, Nur Arnie Sazerin Jusoh, Rosnani Zakaria, Anis Mohd Sufian Kang, Enio Kang Determining quality factors contributing to chalet and resort guest lodging satisfaction using SERVQUAL dimension analysis |
| title | Determining quality factors contributing to chalet and resort guest lodging satisfaction using SERVQUAL dimension analysis |
| title_full | Determining quality factors contributing to chalet and resort guest lodging satisfaction using SERVQUAL dimension analysis |
| title_fullStr | Determining quality factors contributing to chalet and resort guest lodging satisfaction using SERVQUAL dimension analysis |
| title_full_unstemmed | Determining quality factors contributing to chalet and resort guest lodging satisfaction using SERVQUAL dimension analysis |
| title_short | Determining quality factors contributing to chalet and resort guest lodging satisfaction using SERVQUAL dimension analysis |
| title_sort | determining quality factors contributing to chalet and resort guest lodging satisfaction using servqual dimension analysis |
| url | http://psasir.upm.edu.my/id/eprint/88406/1/ABSTRACT.pdf |
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