Evaluation of service quality in sports and recreations programmes at hotels and resorts in the Northern Peninsular Malaysia
Many issues and challenges are faced by the managers and professionals in sports and recreations today. However, the issues and challenges in managing sports and recreations programmes particularly in hotels and resorts are more focused on service quality provided by the organizations. This study a...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2011
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| Online Access: | https://repo.uum.edu.my/id/eprint/8022/1/Lim2.pdf |
| _version_ | 1803625534344658944 |
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| author | Lim, Khong Chiu Khor, Poy Hua Tham, Yin Chong |
| author_facet | Lim, Khong Chiu Khor, Poy Hua Tham, Yin Chong |
| author_sort | Lim, Khong Chiu |
| collection | UUM |
| description | Many issues and challenges are faced by the managers and professionals in sports and recreations today. However, the issues and challenges in managing sports and recreations
programmes particularly in hotels and resorts are more focused on service quality provided by the organizations. This study aims to assess customers' perceptions of service quality in sports and recreations programmes and to determine the differences based on gender and nationality in
terms of their perceptions of service quality provided by hotels and resorts located in coastal areas of the northern Peninsular Malaysia.A total of 450 customers who participated in the survey were asked to respond to a series of the adapted SERVQUAL items.Results from this
study revealed that the customers' perceptions of the overall service and facilities in sports and recreations programmes provided by the hotels and resorts were satisfactory.It was also indicated that there was no significance difference between male and female customers'
perceptions of service quality in sports and recreations programmes.Conversely, the results revealed that there was a significance difference between local and foreign customers' perceptions of sports and recreations services provided.These findings had implications on sports and recreations programmes in order to design effective management and marketing strategies at hotels and resorts. |
| first_indexed | 2024-07-04T05:35:48Z |
| format | Conference or Workshop Item |
| id | uum-8022 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:35:48Z |
| publishDate | 2011 |
| record_format | dspace |
| spelling | uum-80222013-05-23T02:53:29Z https://repo.uum.edu.my/id/eprint/8022/ Evaluation of service quality in sports and recreations programmes at hotels and resorts in the Northern Peninsular Malaysia Lim, Khong Chiu Khor, Poy Hua Tham, Yin Chong GV Recreation Leisure Many issues and challenges are faced by the managers and professionals in sports and recreations today. However, the issues and challenges in managing sports and recreations programmes particularly in hotels and resorts are more focused on service quality provided by the organizations. This study aims to assess customers' perceptions of service quality in sports and recreations programmes and to determine the differences based on gender and nationality in terms of their perceptions of service quality provided by hotels and resorts located in coastal areas of the northern Peninsular Malaysia.A total of 450 customers who participated in the survey were asked to respond to a series of the adapted SERVQUAL items.Results from this study revealed that the customers' perceptions of the overall service and facilities in sports and recreations programmes provided by the hotels and resorts were satisfactory.It was also indicated that there was no significance difference between male and female customers' perceptions of service quality in sports and recreations programmes.Conversely, the results revealed that there was a significance difference between local and foreign customers' perceptions of sports and recreations services provided.These findings had implications on sports and recreations programmes in order to design effective management and marketing strategies at hotels and resorts. 2011-06-23 Conference or Workshop Item NonPeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/8022/1/Lim2.pdf Lim, Khong Chiu and Khor, Poy Hua and Tham, Yin Chong (2011) Evaluation of service quality in sports and recreations programmes at hotels and resorts in the Northern Peninsular Malaysia. In: International Conference on Integration of Sport Industry (ICISI 2011), 23 - 24 June 2011, Kuala Lumpur. (Unpublished) http://umconference.um.edu.my/ICISI2011 |
| spellingShingle | GV Recreation Leisure Lim, Khong Chiu Khor, Poy Hua Tham, Yin Chong Evaluation of service quality in sports and recreations programmes at hotels and resorts in the Northern Peninsular Malaysia |
| title | Evaluation of service quality in sports and recreations programmes at hotels and resorts in the Northern Peninsular Malaysia |
| title_full | Evaluation of service quality in sports and recreations programmes at hotels and resorts in the Northern Peninsular Malaysia |
| title_fullStr | Evaluation of service quality in sports and recreations programmes at hotels and resorts in the Northern Peninsular Malaysia |
| title_full_unstemmed | Evaluation of service quality in sports and recreations programmes at hotels and resorts in the Northern Peninsular Malaysia |
| title_short | Evaluation of service quality in sports and recreations programmes at hotels and resorts in the Northern Peninsular Malaysia |
| title_sort | evaluation of service quality in sports and recreations programmes at hotels and resorts in the northern peninsular malaysia |
| topic | GV Recreation Leisure |
| url | https://repo.uum.edu.my/id/eprint/8022/1/Lim2.pdf |
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