Assessing the post-serviceexperience towards emotionalimpacts on spa-goers in kota bharu, Kelantan

• Main Authors: Intan Nur Qistina Alias, Nurul Shapiqah Sobri, Rabiatul Adawiyah Badrol, Siti Nor Asuha Razali
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2023
• Online Access: http://discol.umk.edu.my/id/eprint/13911/1/FINAL%20REPORT%20%28W21%29.pdf; http://discol.umk.edu.my/id/eprint/13911/

The wellness market in Malaysia expanded by 10% in 2014, and the government wants to expand the spa business to draw tourists who have the cash and desire to spend on opulent experiences. A spa is a highly prudent investment for hotel owners. It's a perfect addition to the amenities you can provide for hotel guests, but you could also make your spa services available to locals to generate additional cash. The research aims to identify the spa postservice experience of reliability, assurance, empathy, and responsiveness towards the emotions of spa customers. Method: Cross-sectional study design was applied in the present study. The data were collected from 218 Spa Customers respondents in Kota Bharu, Kelantan. The data collection was conducted through a structured questionnaire using Google From. A pilot study was conducted with 30 spa customers before distributing questionnaires in the full-scale cross-sectional study. The data were analysed with Statistical Package for Social Sciences (SPSS) data analysis software. Descriptive analysis and Pearson correlation coefficient were used to analyse the data. Result: The Pearson correlation values for the reliability, guarantee, vacancy, and responsiveness towards the emotions of Spa Customers ranged from 0.80 to 0.91. Conclusion: Post-Service Spa Input Activities at Spa Customers' emotions that are effective can attract Customer' interest to seek treatment at the Spa. Keyword: Assessing the Post-Service Input of Spa on Emotional, Spa Customer, Reliability, Assurance, Empathy