The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching

Qnhospitality industry, revenues are driven by guest satisfaction. Therefore, in order to satisfy the customers, the service providers must ensure that the needs and wants of the customers are met. Many researchers agreed that effective communication skills greatly influence customers' satisfac...

Full description

Saved in:

Bibliographic Details
Main Author:	Aniza Baizura, Ariffin
Format:	Thesis
Language:	English
Published:	2012
Subjects:	H Social Sciences (General)
Online Access:	http://ir.unimas.my/id/eprint/9073/1/Aniza%20Baizura%20Binti%20Ariffin%20ft.pdf
Tags:	Add Tag No Tags, Be the first to tag this record!

id	my-unimas-ir.9073
record_format	uketd_dc
spelling	my-unimas-ir.90732023-03-28T03:57:24Z The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching 2012 Aniza Baizura, Ariffin H Social Sciences (General) Qnhospitality industry, revenues are driven by guest satisfaction. Therefore, in order to satisfy the customers, the service providers must ensure that the needs and wants of the customers are met. Many researchers agreed that effective communication skills greatly influence customers' satisfaction. The purpose of this paper is to examine the relationship between effective communication and customers' satisfaction in four and five star hotels in Kuchin~125 respondents have been chosen randomly as a sample. The chosen respondents consist of 47 male and 78 female. Respondents are strictly those who have ever stayed in the four and five star hotels in Kuching city. The instrument of this study was a set of questionnaire which consist 3 parts; respondents' background, effective communication and customer satisfaction. Data we collected and then were analyzed by using SPSS version 17.0. Results were analyzed with factor analysis, Pearson correlation analysis and multiple regression analysis. Factor analysis has extracted three factor solutions to be the most interpretable results; basic communication skills, communication clarity and information accessibility. It was found that all these three effective communication dimensions have a positive relationship with customers' satisfaction, with a beta of 0.32, 0.22 and 0.19 respectively. Overall, the finding of this study is consistent with the previous literatures (Bitner et ai., 1994; Heskett et ai., 1997; Hokanson, 1995; Webster, 1991 and Kahle, 2002), that there is a positive relationship between effective communication and customer satisfaction. Universiti Malaysia Sarawak, (UNIMAS) 2012 Thesis http://ir.unimas.my/id/eprint/9073/ http://ir.unimas.my/id/eprint/9073/1/Aniza%20Baizura%20Binti%20Ariffin%20ft.pdf text en validuser masters Universiti Malaysia Sarawak Faculty of Economics and Business
institution	Universiti Malaysia Sarawak
collection	UNIMAS Institutional Repository
language	English
topic	H Social Sciences (General)
spellingShingle	H Social Sciences (General) Aniza Baizura, Ariffin The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching
description	Qnhospitality industry, revenues are driven by guest satisfaction. Therefore, in order to satisfy the customers, the service providers must ensure that the needs and wants of the customers are met. Many researchers agreed that effective communication skills greatly influence customers' satisfaction. The purpose of this paper is to examine the relationship between effective communication and customers' satisfaction in four and five star hotels in Kuchin~125 respondents have been chosen randomly as a sample. The chosen respondents consist of 47 male and 78 female. Respondents are strictly those who have ever stayed in the four and five star hotels in Kuching city. The instrument of this study was a set of questionnaire which consist 3 parts; respondents' background, effective communication and customer satisfaction. Data we collected and then were analyzed by using SPSS version 17.0. Results were analyzed with factor analysis, Pearson correlation analysis and multiple regression analysis. Factor analysis has extracted three factor solutions to be the most interpretable results; basic communication skills, communication clarity and information accessibility. It was found that all these three effective communication dimensions have a positive relationship with customers' satisfaction, with a beta of 0.32, 0.22 and 0.19 respectively. Overall, the finding of this study is consistent with the previous literatures (Bitner et ai., 1994; Heskett et ai., 1997; Hokanson, 1995; Webster, 1991 and Kahle, 2002), that there is a positive relationship between effective communication and customer satisfaction.
format	Thesis
qualification_level	Master's degree
author	Aniza Baizura, Ariffin
author_facet	Aniza Baizura, Ariffin
author_sort	Aniza Baizura, Ariffin
title	The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching
title_short	The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching
title_full	The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching
title_fullStr	The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching
title_full_unstemmed	The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching
title_sort	relationship between effective communication and customers' satisfaction: a study in four and five star hotels in kuching
granting_institution	Universiti Malaysia Sarawak
granting_department	Faculty of Economics and Business
publishDate	2012
url	http://ir.unimas.my/id/eprint/9073/1/Aniza%20Baizura%20Binti%20Ariffin%20ft.pdf
_version_	1783728024559026176

The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching

Similar Items