The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM
The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in EDC Hotel, UUM. In recent years, the management of the hotel is obliged to provide services that meet customer satisfaction in their performance.Through the study of problem sta...
| Main Authors: | , , , , , |
|---|---|
| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2015
|
| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/19373/1/STMLgogREEN%202015%20864_873.pdf |
| _version_ | 1803627711739985920 |
|---|---|
| author | Abdul Halim, Nur Farah Atikah Ismail, Nur Rohaiza Azmee, Maizatul Haswanina Abd.Hadi, Nor Diana Nik Man, Nik Azmi Abidin, Rahimi |
| author_facet | Abdul Halim, Nur Farah Atikah Ismail, Nur Rohaiza Azmee, Maizatul Haswanina Abd.Hadi, Nor Diana Nik Man, Nik Azmi Abidin, Rahimi |
| author_sort | Abdul Halim, Nur Farah Atikah |
| collection | UUM |
| description | The purpose of this study is to empirically examine the relationship between service quality
and customer satisfaction in EDC Hotel, UUM. In recent years, the management of the hotel is obliged to provide services that meet customer satisfaction in their performance.Through the study of problem statement encountered in the hotel industry, it appear that problem occur is reliability, tangible, assurance, empathy and responsiveness. The main objective was to discuss the impact of perceived service quality dimension on customer satisfaction.The study implies that service quality plays an important role as a driver for higher customer satisfaction level in hotel sector. Among variables involved in this study are service quality dimension (included tangibility, reliability, assurance, empathy and responsiveness), customer expectation and customer perceptions.Besides using a survey to gather customer perceptions, this research also employs key personnel perspectives into the analysis. It is expected that the findings could contribute towards greater understanding in view of hotel industry.This research is also expected to provide good insights on managerial applications. |
| first_indexed | 2024-07-04T06:10:25Z |
| format | Conference or Workshop Item |
| id | uum-19373 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:10:25Z |
| publishDate | 2015 |
| record_format | dspace |
| spelling | uum-193732016-11-14T00:48:41Z https://repo.uum.edu.my/id/eprint/19373/ The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM Abdul Halim, Nur Farah Atikah Ismail, Nur Rohaiza Azmee, Maizatul Haswanina Abd.Hadi, Nor Diana Nik Man, Nik Azmi Abidin, Rahimi TX Home economics The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in EDC Hotel, UUM. In recent years, the management of the hotel is obliged to provide services that meet customer satisfaction in their performance.Through the study of problem statement encountered in the hotel industry, it appear that problem occur is reliability, tangible, assurance, empathy and responsiveness. The main objective was to discuss the impact of perceived service quality dimension on customer satisfaction.The study implies that service quality plays an important role as a driver for higher customer satisfaction level in hotel sector. Among variables involved in this study are service quality dimension (included tangibility, reliability, assurance, empathy and responsiveness), customer expectation and customer perceptions.Besides using a survey to gather customer perceptions, this research also employs key personnel perspectives into the analysis. It is expected that the findings could contribute towards greater understanding in view of hotel industry.This research is also expected to provide good insights on managerial applications. 2015-12-08 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/19373/1/STMLgogREEN%202015%20864_873.pdf Abdul Halim, Nur Farah Atikah and Ismail, Nur Rohaiza and Azmee, Maizatul Haswanina and Abd.Hadi, Nor Diana and Nik Man, Nik Azmi and Abidin, Rahimi (2015) The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM. In: Symposium on Technology Management and Logistics (STMLGoGreen), 8-9 December 2015, Universiti Utara Malaysia. https://issuu.com/fadhilahmatyamin/docs/stmlgogreenabstractbook |
| spellingShingle | TX Home economics Abdul Halim, Nur Farah Atikah Ismail, Nur Rohaiza Azmee, Maizatul Haswanina Abd.Hadi, Nor Diana Nik Man, Nik Azmi Abidin, Rahimi The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM |
| title | The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM |
| title_full | The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM |
| title_fullStr | The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM |
| title_full_unstemmed | The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM |
| title_short | The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM |
| title_sort | relationship between service quality and customer satisfaction in hotel industry edc hotel uum |
| topic | TX Home economics |
| url | https://repo.uum.edu.my/id/eprint/19373/1/STMLgogREEN%202015%20864_873.pdf |
| work_keys_str_mv | AT abdulhalimnurfarahatikah therelationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT ismailnurrohaiza therelationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT azmeemaizatulhaswanina therelationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT abdhadinordiana therelationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT nikmannikazmi therelationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT abidinrahimi therelationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT abdulhalimnurfarahatikah relationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT ismailnurrohaiza relationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT azmeemaizatulhaswanina relationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT abdhadinordiana relationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT nikmannikazmi relationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum AT abidinrahimi relationshipbetweenservicequalityandcustomersatisfactioninhotelindustryedchoteluum |