Queuing management towards achieving customer satisfaction in three-star hotel segment in Malaysia / Mohd Zool Fadli Ibrahim

In an intensely competitive world pressure, expectation of need to accomplish more in less time is likely the main priority of most hotels customers. Customer waiting time for service typically represents the first direct interaction between customers and most service delivery processes in hotel ope...

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Main Author:	Ibrahim, Mohd Zool Fadli
Format:	Thesis
Language:	English
Published:	2010
Online Access:	https://ir.uitm.edu.my/id/eprint/17526/2/TM_MOHD%20ZOOL%20FADLI%20IBRAHIM%20HM%2010_5.pdf
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id	my-uitm-ir.17526
record_format	uketd_dc
spelling	my-uitm-ir.175262022-04-05T07:34:20Z Queuing management towards achieving customer satisfaction in three-star hotel segment in Malaysia / Mohd Zool Fadli Ibrahim 2010-11 Ibrahim, Mohd Zool Fadli In an intensely competitive world pressure, expectation of need to accomplish more in less time is likely the main priority of most hotels customers. Customer waiting time for service typically represents the first direct interaction between customers and most service delivery processes in hotel operations. Today, many people are basically surprise to discover a queue, especially when the service itself is not overloaded. Customer feels that they are wasting their time seems that time nowadays is consider as valuable. The purpose of this study is to present the role of psychology of queuing in mediating queuing management toward customer satisfaction. Queuing management dimension consist of multi channel services and installation of distraction, since both are appropriate method that can be practiced in hotel. The dimensions in psychology of queuing include certainty, fairness and value of services. To measure customer satisfaction, the behavioral intention will be use. All the variables is adapt from previous research which is conducted in different settings, in different location. This research involves a distribution set of questionnaire with customer selected randomly based on their experience stayed at three star hotels in Kuala Lumpur. Empirical data are analyzed using structural equation models. The findings of this study show that there is a significant relationship between queuing management and customer satisfaction. However, the relationship is varies among dimensions. Psychology of queuing however has a small mediating influence on the relationship of queuing management and customer satisfaction. Implication of this study is present in two forms, managerial and theoretical. The limitations of this study are based on the local setting, thus the performance of current situation. 2010-11 Thesis https://ir.uitm.edu.my/id/eprint/17526/ https://ir.uitm.edu.my/id/eprint/17526/2/TM_MOHD%20ZOOL%20FADLI%20IBRAHIM%20HM%2010_5.pdf text en public mphil masters Universiti Teknologi MARA Faculty of Hotel and Tourism Management Jamaluddin, Raziff
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Jamaluddin, Raziff
description	In an intensely competitive world pressure, expectation of need to accomplish more in less time is likely the main priority of most hotels customers. Customer waiting time for service typically represents the first direct interaction between customers and most service delivery processes in hotel operations. Today, many people are basically surprise to discover a queue, especially when the service itself is not overloaded. Customer feels that they are wasting their time seems that time nowadays is consider as valuable. The purpose of this study is to present the role of psychology of queuing in mediating queuing management toward customer satisfaction. Queuing management dimension consist of multi channel services and installation of distraction, since both are appropriate method that can be practiced in hotel. The dimensions in psychology of queuing include certainty, fairness and value of services. To measure customer satisfaction, the behavioral intention will be use. All the variables is adapt from previous research which is conducted in different settings, in different location. This research involves a distribution set of questionnaire with customer selected randomly based on their experience stayed at three star hotels in Kuala Lumpur. Empirical data are analyzed using structural equation models. The findings of this study show that there is a significant relationship between queuing management and customer satisfaction. However, the relationship is varies among dimensions. Psychology of queuing however has a small mediating influence on the relationship of queuing management and customer satisfaction. Implication of this study is present in two forms, managerial and theoretical. The limitations of this study are based on the local setting, thus the performance of current situation.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Ibrahim, Mohd Zool Fadli
spellingShingle	Ibrahim, Mohd Zool Fadli Queuing management towards achieving customer satisfaction in three-star hotel segment in Malaysia / Mohd Zool Fadli Ibrahim
author_facet	Ibrahim, Mohd Zool Fadli
author_sort	Ibrahim, Mohd Zool Fadli
title	Queuing management towards achieving customer satisfaction in three-star hotel segment in Malaysia / Mohd Zool Fadli Ibrahim
title_short	Queuing management towards achieving customer satisfaction in three-star hotel segment in Malaysia / Mohd Zool Fadli Ibrahim
title_full	Queuing management towards achieving customer satisfaction in three-star hotel segment in Malaysia / Mohd Zool Fadli Ibrahim
title_fullStr	Queuing management towards achieving customer satisfaction in three-star hotel segment in Malaysia / Mohd Zool Fadli Ibrahim
title_full_unstemmed	Queuing management towards achieving customer satisfaction in three-star hotel segment in Malaysia / Mohd Zool Fadli Ibrahim
title_sort	queuing management towards achieving customer satisfaction in three-star hotel segment in malaysia / mohd zool fadli ibrahim
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Hotel and Tourism Management
publishDate	2010
url	https://ir.uitm.edu.my/id/eprint/17526/2/TM_MOHD%20ZOOL%20FADLI%20IBRAHIM%20HM%2010_5.pdf
_version_	1783733564318154752

Queuing management towards achieving customer satisfaction in three-star hotel segment in Malaysia / Mohd Zool Fadli Ibrahim

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