Factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR) / Rosharizan Che Husin

The aim of this study was to examine the factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR). There are three factors that been studied, which were: responsiveness, facilities and accessibility. Furthermore, this study also examined the relati...

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Main Author: Che Husin, Rosharizan
Format: Thesis
Language:English
Published: 2008
Subjects:
Online Access:https://ir.uitm.edu.my/id/eprint/27388/2/27388.pdf
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spelling my-uitm-ir.273882024-05-03T07:13:05Z Factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR) / Rosharizan Che Husin 2008 Che Husin, Rosharizan Consumer satisfaction Customer services. Customer relations The aim of this study was to examine the factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR). There are three factors that been studied, which were: responsiveness, facilities and accessibility. Furthermore, this study also examined the relationship between demographic profiles and customers satisfaction. The objective of this study is to examine the impact of each independent variable to its dependent variable as well as to conclude the relationships exist. In collecting data, the researcher used both the secondary and primary data. Moreover, questionnaires had been used in order to get feedback from customers. Researcher had distributed 100 questionnaires to selected customers who had experienced with Sutra beach Resort & Spa. Then the researcher analyzed the data from questionnaires using Statistical Package for Social Science 14.0 Students Version. The data was interpreted and test using frequency distribution analysis, cross tabulation and reliability analysis. Chi Square, correlation analysis and regression analysis were used in this study to test hypotheses. The findings of this paper suggest that all the factors are significant factors for explaining customers' satisfaction toward services provided by Sutra Beach Resort & Spa. Based from the results obtained in this study, researcher suggests some recommendations that can help Sutra Beach Resort & Spa to improve their current services in order to fulfill their customer satisfaction. Faculty of Business and Management 2008 Thesis https://ir.uitm.edu.my/id/eprint/27388/ https://ir.uitm.edu.my/id/eprint/27388/2/27388.pdf text en public degree Universiti Teknologi MARA Faculty of Business and Management
institution Universiti Teknologi MARA
collection UiTM Institutional Repository
language English
topic Consumer satisfaction
Consumer satisfaction
spellingShingle Consumer satisfaction
Consumer satisfaction
Che Husin, Rosharizan
Factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR) / Rosharizan Che Husin
description The aim of this study was to examine the factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR). There are three factors that been studied, which were: responsiveness, facilities and accessibility. Furthermore, this study also examined the relationship between demographic profiles and customers satisfaction. The objective of this study is to examine the impact of each independent variable to its dependent variable as well as to conclude the relationships exist. In collecting data, the researcher used both the secondary and primary data. Moreover, questionnaires had been used in order to get feedback from customers. Researcher had distributed 100 questionnaires to selected customers who had experienced with Sutra beach Resort & Spa. Then the researcher analyzed the data from questionnaires using Statistical Package for Social Science 14.0 Students Version. The data was interpreted and test using frequency distribution analysis, cross tabulation and reliability analysis. Chi Square, correlation analysis and regression analysis were used in this study to test hypotheses. The findings of this paper suggest that all the factors are significant factors for explaining customers' satisfaction toward services provided by Sutra Beach Resort & Spa. Based from the results obtained in this study, researcher suggests some recommendations that can help Sutra Beach Resort & Spa to improve their current services in order to fulfill their customer satisfaction.
format Thesis
qualification_level Bachelor degree
author Che Husin, Rosharizan
author_facet Che Husin, Rosharizan
author_sort Che Husin, Rosharizan
title Factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR) / Rosharizan Che Husin
title_short Factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR) / Rosharizan Che Husin
title_full Factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR) / Rosharizan Che Husin
title_fullStr Factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR) / Rosharizan Che Husin
title_full_unstemmed Factors that influence customer satisfaction towards services provided by Sutra Beach Resort & Spa (SBR) / Rosharizan Che Husin
title_sort factors that influence customer satisfaction towards services provided by sutra beach resort & spa (sbr) / rosharizan che husin
granting_institution Universiti Teknologi MARA
granting_department Faculty of Business and Management
publishDate 2008
url https://ir.uitm.edu.my/id/eprint/27388/2/27388.pdf
_version_ 1804889603992190976