Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff

Customer satisfaction is crucial and important in every sector including in hotel industry as it was one of the reasons that contribute to the successfill of the business. The purpose of this study is to determine the service quality (SERVQUAL) and customers' satisfaction in hotel industry. The...

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Main Author:	Mohamad Yusoff, Nurul Shazwanis
Format:	Thesis
Language:	English
Published:	2019
Subjects:	Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/100054/1/100054.pdf
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id	my-uitm-ir.100054
record_format	uketd_dc
spelling	my-uitm-ir.1000542024-08-24T17:33:46Z Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff 2019 Mohamad Yusoff, Nurul Shazwanis Consumer satisfaction Customer satisfaction is crucial and important in every sector including in hotel industry as it was one of the reasons that contribute to the successfill of the business. The purpose of this study is to determine the service quality (SERVQUAL) and customers' satisfaction in hotel industry. The objective of this study is to identify the dimensions of SERVQUAL and to discuss the most influence dimension influencing customers’ satisfaction. This study uses secondary data and an argumentative method which by looking at the journals and articles from previous researchers and academicians. At the end of this study, tangible is the most influence dimensions in influencing customers satisfaction among others SERVQUAL which is reliability, responsiveness, assurance and empathy. The hotel industry will get to improve their service quality more and the academicians get to gain more information regarding the SERVQUAL and customers’ satisfaction. 2019 Thesis https://ir.uitm.edu.my/id/eprint/100054/ https://ir.uitm.edu.my/id/eprint/100054/1/100054.pdf text en public degree Universiti Teknologi MARA, Terengganu Faculty Of Hotel & Tourism Management Mat Ghani, Amanina
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Mat Ghani, Amanina
topic	Consumer satisfaction
spellingShingle	Consumer satisfaction Mohamad Yusoff, Nurul Shazwanis Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff
description	Customer satisfaction is crucial and important in every sector including in hotel industry as it was one of the reasons that contribute to the successfill of the business. The purpose of this study is to determine the service quality (SERVQUAL) and customers' satisfaction in hotel industry. The objective of this study is to identify the dimensions of SERVQUAL and to discuss the most influence dimension influencing customers’ satisfaction. This study uses secondary data and an argumentative method which by looking at the journals and articles from previous researchers and academicians. At the end of this study, tangible is the most influence dimensions in influencing customers satisfaction among others SERVQUAL which is reliability, responsiveness, assurance and empathy. The hotel industry will get to improve their service quality more and the academicians get to gain more information regarding the SERVQUAL and customers’ satisfaction.
format	Thesis
qualification_level	Bachelor degree
author	Mohamad Yusoff, Nurul Shazwanis
author_facet	Mohamad Yusoff, Nurul Shazwanis
author_sort	Mohamad Yusoff, Nurul Shazwanis
title	Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff
title_short	Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff
title_full	Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff
title_fullStr	Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff
title_full_unstemmed	Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff
title_sort	service quality dimensions and customers’ satisfaction in hotel industry / nurul shazwanis mohamad yusoff
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Hotel & Tourism Management
publishDate	2019
url	https://ir.uitm.edu.my/id/eprint/100054/1/100054.pdf
_version_	1811769053605265408

Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff

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