Service Quality : A Study Of The Hospitality Industry In Malaysia

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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Main Author: Lau , Pei Mey
Format: Thesis
Published: 2005
Subjects:
TX Home economics
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id my-mmu-ep.863
record_format uketd_dc
spelling my-mmu-ep.8632010-07-07T09:27:58Z Service Quality : A Study Of The Hospitality Industry In Malaysia 2005-04 Lau , Pei Mey TX Home economics 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. 2005-04 Thesis http://shdl.mmu.edu.my/863/ http://myto.perpun.net.my/metoalogin/logina.php masters Multimedia University Research Library
institution Multimedia University
collection MMU Institutional Repository
topic TX Home economics
spellingShingle TX Home economics
Lau , Pei Mey
Service Quality : A Study Of The Hospitality Industry In Malaysia
description 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.
format Thesis
qualification_level Master's degree
author Lau , Pei Mey
author_facet Lau , Pei Mey
author_sort Lau , Pei Mey
title Service Quality : A Study Of The Hospitality Industry In Malaysia
title_short Service Quality : A Study Of The Hospitality Industry In Malaysia
title_full Service Quality : A Study Of The Hospitality Industry In Malaysia
title_fullStr Service Quality : A Study Of The Hospitality Industry In Malaysia
title_full_unstemmed Service Quality : A Study Of The Hospitality Industry In Malaysia
title_sort service quality : a study of the hospitality industry in malaysia
granting_institution Multimedia University
granting_department Research Library
publishDate 2005
_version_ 1747829250632712192

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