The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail

This study attempts to measure relationship between service quality and value towards customers’ satisfaction on hospitality service in Malaysian Armed Forces using a modified version of the LODGSERV and SERVQUAL instrument (Parasuraman, Zeithaml and Berry, 1988). All five dimensions of service qual...

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Main Author:	Ismail, Roswadi
Format:	Thesis
Language:	English
Published:	2010
Online Access:	https://ir.uitm.edu.my/id/eprint/17687/1/TM_ROSWADI%20ISMAIL%20HM%2010_5.pdf
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id	my-uitm-ir.17687
record_format	uketd_dc
spelling	my-uitm-ir.176872019-03-25T08:17:55Z The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail 2010 Ismail, Roswadi This study attempts to measure relationship between service quality and value towards customers’ satisfaction on hospitality service in Malaysian Armed Forces using a modified version of the LODGSERV and SERVQUAL instrument (Parasuraman, Zeithaml and Berry, 1988). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during check-out time at banquet hall and dinnertime at dining hall Wisma Transit Kuala Lumpur. All customers who check-out before departure to Sabah & Sarawak will assemble at banquet hall. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the relationship between service quality and value towards customers’ perceived service quality for five dimensions on hospitality service at Wisma Transit and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for staying. The results of this study will asssist Wisma Transit management to assess the service quality provided to its patrons. Results of this study will also help Wisma Transit management establish a total quality management (TQM) program to improve overall service quality to its patrons. 2010 Thesis https://ir.uitm.edu.my/id/eprint/17687/ https://ir.uitm.edu.my/id/eprint/17687/1/TM_ROSWADI%20ISMAIL%20HM%2010_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
description	This study attempts to measure relationship between service quality and value towards customers’ satisfaction on hospitality service in Malaysian Armed Forces using a modified version of the LODGSERV and SERVQUAL instrument (Parasuraman, Zeithaml and Berry, 1988). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during check-out time at banquet hall and dinnertime at dining hall Wisma Transit Kuala Lumpur. All customers who check-out before departure to Sabah & Sarawak will assemble at banquet hall. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the relationship between service quality and value towards customers’ perceived service quality for five dimensions on hospitality service at Wisma Transit and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for staying. The results of this study will asssist Wisma Transit management to assess the service quality provided to its patrons. Results of this study will also help Wisma Transit management establish a total quality management (TQM) program to improve overall service quality to its patrons.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Ismail, Roswadi
spellingShingle	Ismail, Roswadi The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
author_facet	Ismail, Roswadi
author_sort	Ismail, Roswadi
title	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_short	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_full	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_fullStr	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_full_unstemmed	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_sort	impact of values on service quality towards customer satisfaction : a case study on maf hospitality services / roswadi ismail
granting_institution	Universiti Teknologi MARA
granting_department	Faculty of Hotel and Tourism Management
publishDate	2010
url	https://ir.uitm.edu.my/id/eprint/17687/1/TM_ROSWADI%20ISMAIL%20HM%2010_5.pdf
_version_	1783733580193595392

The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail

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