The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen

Personality dimensions, namely, sincerity, excitement, competence, sophistication and ruggedness (Aaker, 1997), are applied to brands of products. It is the aim of this study to apply the same dimensions on hotel brands as to test whether the dimensions would reflect the hotel’s personality and even...

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Bibliographic Details
Main Author:	Abu Zaireen, Nadiah
Format:	Thesis
Language:	English
Published:	2013
Subjects:	Customer services Customer relations
Online Access:	https://ir.uitm.edu.my/id/eprint/16692/2/TM_NADIAH%20ABU%20ZAIREEN%20HM%2013_5.pdf
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id	my-uitm-ir.16692
record_format	uketd_dc
spelling	my-uitm-ir.166922019-02-22T07:18:55Z The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen 2013 Abu Zaireen, Nadiah Customer services. Customer relations Personality dimensions, namely, sincerity, excitement, competence, sophistication and ruggedness (Aaker, 1997), are applied to brands of products. It is the aim of this study to apply the same dimensions on hotel brands as to test whether the dimensions would reflect the hotel’s personality and eventually impacted on customers’ satisfaction. Using a quantitative approach, the data gathered through questionnaires which were distributed to the guests of five-star hotels in Kuala Lumpur. Descriptive statistics, correlation and regression analysis were used to analyze the data. From the five dimensions, sincerity had higher scores and it is the most influential dimension. As for ruggedness dimension, it has the no influence at all towards the customer satisfaction. It is also believed that brand personality is adaptable to hotel brands in the Malaysian context. From this study, the hospitality industry will have a better understanding of the brand personality of their hotel and its relationship to customers’ satisfaction. For future research, it is hope to test hotels in different states in Malaysia and also other category of lodging in other developing countries. 2013 Thesis https://ir.uitm.edu.my/id/eprint/16692/ https://ir.uitm.edu.my/id/eprint/16692/2/TM_NADIAH%20ABU%20ZAIREEN%20HM%2013_5.pdf text en public mphil masters Universiti Teknologi MARA Faculty of Hotel and Tourism Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Customer services Customer relations
spellingShingle	Customer services Customer relations Abu Zaireen, Nadiah The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen
description	Personality dimensions, namely, sincerity, excitement, competence, sophistication and ruggedness (Aaker, 1997), are applied to brands of products. It is the aim of this study to apply the same dimensions on hotel brands as to test whether the dimensions would reflect the hotel’s personality and eventually impacted on customers’ satisfaction. Using a quantitative approach, the data gathered through questionnaires which were distributed to the guests of five-star hotels in Kuala Lumpur. Descriptive statistics, correlation and regression analysis were used to analyze the data. From the five dimensions, sincerity had higher scores and it is the most influential dimension. As for ruggedness dimension, it has the no influence at all towards the customer satisfaction. It is also believed that brand personality is adaptable to hotel brands in the Malaysian context. From this study, the hospitality industry will have a better understanding of the brand personality of their hotel and its relationship to customers’ satisfaction. For future research, it is hope to test hotels in different states in Malaysia and also other category of lodging in other developing countries.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Abu Zaireen, Nadiah
author_facet	Abu Zaireen, Nadiah
author_sort	Abu Zaireen, Nadiah
title	The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen
title_short	The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen
title_full	The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen
title_fullStr	The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen
title_full_unstemmed	The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen
title_sort	effects of hotel’s brand personality dimensions on customer’s satisfaction in kuala lumpur hotels / nadiah abu zaireen
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Hotel and Tourism Management
publishDate	2013
url	https://ir.uitm.edu.my/id/eprint/16692/2/TM_NADIAH%20ABU%20ZAIREEN%20HM%2013_5.pdf
_version_	1783733542198444032

The effects of hotel’s brand personality dimensions on customer’s satisfaction in Kuala Lumpur hotels / Nadiah Abu Zaireen

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