A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin

The knowledge and understanding of quality standards of guests helps the hotel improve the quality of hotel services and increase guest satisfaction with the hotel stay. In every hotel provide their own procedures and policies that may lead the guest had a different of an experience. There exist a l...

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Bibliographic Details
Main Authors:	Yahaya, Hani Yusrina, Nasruddin, Siti Afiqah
Format:	Thesis
Language:	English
Published:	2018
Subjects:	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
Online Access:	https://ir.uitm.edu.my/id/eprint/98558/1/98558.pdf
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id	my-uitm-ir.98558
record_format	uketd_dc
spelling	my-uitm-ir.985582024-08-24T17:38:20Z A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin 2018 Yahaya, Hani Yusrina Nasruddin, Siti Afiqah Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling The knowledge and understanding of quality standards of guests helps the hotel improve the quality of hotel services and increase guest satisfaction with the hotel stay. In every hotel provide their own procedures and policies that may lead the guest had a different of an experience. There exist a large number of factors that influence guest impressions from the sector of product and services they provided. Besides, the organization has to be aware of the strengths and weaknesses of their business and the operation of the hotel management to identify the improvements and innovations which could bring additional value towards the guest. By proving improvements towards the organization may enhance the profits plus, could reach the goal of the organizations. 2018 Thesis https://ir.uitm.edu.my/id/eprint/98558/ https://ir.uitm.edu.my/id/eprint/98558/1/98558.pdf text en public degree Universiti Teknologi MARA, Terengganu Faculty Of Hotel & Tourism Management Md Rus, Mohammad Hafizi
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
advisor	Md Rus, Mohammad Hafizi
topic	Consumer behavior Consumers' preferences Consumer research Including consumer profiling
spellingShingle	Consumer behavior Consumers' preferences Consumer research Including consumer profiling Yahaya, Hani Yusrina Nasruddin, Siti Afiqah A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin
description	The knowledge and understanding of quality standards of guests helps the hotel improve the quality of hotel services and increase guest satisfaction with the hotel stay. In every hotel provide their own procedures and policies that may lead the guest had a different of an experience. There exist a large number of factors that influence guest impressions from the sector of product and services they provided. Besides, the organization has to be aware of the strengths and weaknesses of their business and the operation of the hotel management to identify the improvements and innovations which could bring additional value towards the guest. By proving improvements towards the organization may enhance the profits plus, could reach the goal of the organizations.
format	Thesis
qualification_level	Bachelor degree
author	Yahaya, Hani Yusrina Nasruddin, Siti Afiqah
author_facet	Yahaya, Hani Yusrina Nasruddin, Siti Afiqah
author_sort	Yahaya, Hani Yusrina
title	A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin
title_short	A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin
title_full	A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin
title_fullStr	A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin
title_full_unstemmed	A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin
title_sort	study on factors influencing customer complaint behaviour / hani yusrina yahaya and siti afiqah nasruddin
granting_institution	Universiti Teknologi MARA, Terengganu
granting_department	Faculty Of Hotel & Tourism Management
publishDate	2018
url	https://ir.uitm.edu.my/id/eprint/98558/1/98558.pdf
_version_	1811768933294800896

A study on factors influencing customer complaint behaviour / Hani Yusrina Yahaya and Siti Afiqah Nasruddin

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