The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years . This research investigates the relationship between service quality and customer satisfaction toward hospitality industry. Therefore the data will be collected amon...

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Main Author:	Rahim, Siti Nur Awanis
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Organizational behavior Corporate culture Consumer satisfaction
Online Access:	https://ir.uitm.edu.my/id/eprint/69899/1/69899.pdf
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id	my-uitm-ir.69899
record_format	uketd_dc
spelling	my-uitm-ir.698992023-01-03T01:54:09Z The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim 2014 Rahim, Siti Nur Awanis Organizational behavior. Corporate culture Consumer satisfaction Customer services. Customer relations The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years . This research investigates the relationship between service quality and customer satisfaction toward hospitality industry. Therefore the data will be collected among customers or guest who used the service provided by hotel in Kota Bharu. The instrument that will be used is a set of questionnaires and will be distributed to the respondents who used the service at the hotel. The result indicates that service quality significantly impact on customer satisfaction either customer satisfied or not with the service provided. Negatively, poor service quality will lead customers to spread negative word of mouth about dissatisfaction and if the problem successfully solved, customers will spread positive word of mouth to others and it reduced possibility of customers churn to other competitors. Hence, this study can be used by hospitality industry to develop successfully strategic service quality to enhance customer satisfaction for hotel industries 2014 Thesis https://ir.uitm.edu.my/id/eprint/69899/ https://ir.uitm.edu.my/id/eprint/69899/1/69899.pdf text en public degree Universiti Teknologi MARA, Kelantan Faculty of Business and Management Zakaria, Ibhrahim
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Zakaria, Ibhrahim
topic	Organizational behavior Corporate culture Consumer satisfaction Organizational behavior Corporate culture
spellingShingle	Organizational behavior Corporate culture Consumer satisfaction Organizational behavior Corporate culture Rahim, Siti Nur Awanis The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim
description	The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years . This research investigates the relationship between service quality and customer satisfaction toward hospitality industry. Therefore the data will be collected among customers or guest who used the service provided by hotel in Kota Bharu. The instrument that will be used is a set of questionnaires and will be distributed to the respondents who used the service at the hotel. The result indicates that service quality significantly impact on customer satisfaction either customer satisfied or not with the service provided. Negatively, poor service quality will lead customers to spread negative word of mouth about dissatisfaction and if the problem successfully solved, customers will spread positive word of mouth to others and it reduced possibility of customers churn to other competitors. Hence, this study can be used by hospitality industry to develop successfully strategic service quality to enhance customer satisfaction for hotel industries
format	Thesis
qualification_level	Bachelor degree
author	Rahim, Siti Nur Awanis
author_facet	Rahim, Siti Nur Awanis
author_sort	Rahim, Siti Nur Awanis
title	The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim
title_short	The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim
title_full	The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim
title_fullStr	The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim
title_full_unstemmed	The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim
title_sort	relationship between service quality and customer satisfaction at renaissance kota bharu hotel / siti nur awanis rahim
granting_institution	Universiti Teknologi MARA, Kelantan
granting_department	Faculty of Business and Management
publishDate	2014
url	https://ir.uitm.edu.my/id/eprint/69899/1/69899.pdf
_version_	1783735912699527168

The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim

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