Service quality and knowledge sharing in the central Kuala Lumpur hotel
In hotels it is difficult to prognosticate the future needs and expectations of customers and this has always been a major challenge. Hence, there is a need to work on ways that help improve the quality of services in hotels and to outline the most important factors in the business in order to provi...
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| Format: | Thesis |
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2013
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| Summary: | In hotels it is difficult to prognosticate the future needs and expectations of customers and this has always been a major challenge. Hence, there is a need to work on ways that help improve the quality of services in hotels and to outline the most important factors in the business in order to provide services that satisfy customers and encourage them to repurchase. On the other hand, in hotels, satisfaction of customers is related to the knowledge that they share with hotel personnel. In fact, hotel employees need to obtain information provided by customers in order to be informed about common failures that hotel guests encounter. Therefore, this research would assess the relationship between knowledge sharing by customers - regarding service quality - customer satisfaction, and the quality of services in a selected hotel in central Kuala Lumpur, Malaysia. |
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