Service Quality : A Study Of The Hospitality Industry In Malaysia
The hospitality industry is one of the key factors that could affect the overall tourism industry. However, the hospitality industry is highly competitive especailly with the opening of more hotels in the past few years. Given the increasing competitive phenomenon of the industry, this research asse...
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| Format: | Thesis |
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2005
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| Summary: | The hospitality industry is one of the key factors that could affect the overall tourism industry. However, the hospitality industry is highly competitive especailly with the opening of more hotels in the past few years. Given the increasing competitive phenomenon of the industry, this research assessed the expectations and perceptions of service quality in Malaysia's four-and -five stars hotels, by applying a modified version of the SERVQUAL model (Parasuraman, Zeithaml, & Berry, 1988). This study was also set out to explore the Malaysian, Asian (excluding Malaysian), and non-Asian customers' expectations and perceptions of the service quality of Malaysia's hotels. |
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