Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff
Customer satisfaction is crucial and important in every sector including in hotel industry as it was one of the reasons that contribute to the successfill of the business. The purpose of this study is to determine the service quality (SERVQUAL) and customers' satisfaction in hotel industry. The...
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my.uitm.ir.1000542024-08-24T17:33:46Z https://ir.uitm.edu.my/id/eprint/100054/ Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff Mohamad Yusoff, Nurul Shazwanis Consumer satisfaction Customer satisfaction is crucial and important in every sector including in hotel industry as it was one of the reasons that contribute to the successfill of the business. The purpose of this study is to determine the service quality (SERVQUAL) and customers' satisfaction in hotel industry. The objective of this study is to identify the dimensions of SERVQUAL and to discuss the most influence dimension influencing customers’ satisfaction. This study uses secondary data and an argumentative method which by looking at the journals and articles from previous researchers and academicians. At the end of this study, tangible is the most influence dimensions in influencing customers satisfaction among others SERVQUAL which is reliability, responsiveness, assurance and empathy. The hotel industry will get to improve their service quality more and the academicians get to gain more information regarding the SERVQUAL and customers’ satisfaction. 2019 Thesis NonPeerReviewed text en https://ir.uitm.edu.my/id/eprint/100054/1/100054.pdf Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff. (2019) Degree thesis, thesis, Universiti Teknologi MARA, Terengganu. |
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Customer satisfaction is crucial and important in every sector including in hotel industry as it was one of the reasons that contribute to the successfill of the business. The purpose of this study is to determine the service quality (SERVQUAL) and customers' satisfaction in hotel industry. The objective of this study is to identify the dimensions of SERVQUAL and to discuss the most influence dimension influencing customers’ satisfaction. This study uses secondary data and an argumentative method which by looking at the journals and articles from previous researchers and academicians. At the end of this study, tangible is the most influence dimensions in influencing customers satisfaction among others SERVQUAL which is reliability, responsiveness, assurance and empathy. The hotel industry will get to improve their service quality more and the academicians get to gain more information regarding the SERVQUAL and customers’ satisfaction. |
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Thesis |
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Mohamad Yusoff, Nurul Shazwanis |
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Mohamad Yusoff, Nurul Shazwanis |
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Mohamad Yusoff, Nurul Shazwanis |
title |
Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff |
title_short |
Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff |
title_full |
Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff |
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Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff |
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Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff |
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service quality dimensions and customers’ satisfaction in hotel industry / nurul shazwanis mohamad yusoff |
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2019 |
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https://ir.uitm.edu.my/id/eprint/100054/1/100054.pdf https://ir.uitm.edu.my/id/eprint/100054/ |
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