Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia

Amirreza Forozia · Mohammad Sadeghi Zadeh · Mahnaz Hemmati Noedoust Gilani

67 citations0/0 files storedResearch Journal of Applied Sciences Engineering and Technology

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior and Marketing Influence

Abstract

Today, Malaysia is the destination of millions of tourists from Middle East countries.3star hotels are the common choice of these travellers due to appropriate service quality and reasonable charges. The purpose of this study is to test the relationship of perceived value, service quality and customer expectation with customer satisfaction. This study uses questionnaire method to collect data from the respondents. The respondents were the Middle East tourists who stayed in 3star hotels at Kuala Lumpur. A total of 300 questionnaires were distributed, out of which 200 were completed. The findings from this study recognized the service quality as the most significant factor effecting the customer satisfaction. This study also proved that customer satisfaction is a key factor that leads the hospitality industry to success and gain competitive advantages. Therefore, findings of this study shall assist the hospitality management to recognize their flaws and minimize the factors causing dissatisfaction among the tourists.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 1991Refinement and reassessment of the SERVQUAL scale.1996Services Marketing: Integrating Customer Focus Across the Firm 1982An Investigation into the Determinants of Customer Satisfaction 1993The Nature and Determinants of Customer Expectations of Service

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