International students’ experiences of hospitality service in Malaysian research universities
This study aims to determine the relationship between hospitality service delivery dimensions and international students’ satisfaction where it is focuses on the services provided by faculty and hostel. This research is able to enlarge the body of knowledge in the service management by explori...
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2016
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my-upm-ir.668412019-02-01T08:52:49Z International students’ experiences of hospitality service in Malaysian research universities 2016-05 Tukimin, Siti Nurhidayaah This study aims to determine the relationship between hospitality service delivery dimensions and international students’ satisfaction where it is focuses on the services provided by faculty and hostel. This research is able to enlarge the body of knowledge in the service management by exploring the international students’ experience in the context of service delivery. The services are consists of service quality dimensions (tangible, reliability, responsiveness, assurance and empathy) and servicescape dimensions (ambient condition, space/function and sign, symbol and artifact). Quantitative method has been used to gather the data. The data collection has been done through distributing questionnaires towards international students using convenience sampling technique. The questionnaires were distributed in three Malaysian research universities in Klang Valley namely Universiti Putra Malaysia, Universiti Kebangsaan Malaysia and Universiti Malaya. A total of 400 questionnaires were distributed with 383 respondents participated in this research. The hospitality services delivery dimensions were tested for its reliability strength and the results showed that all dimensions were highly reliable. Factor analysis and multiple regressions were conducted to analyze the data and to test the hypotheses. Multiple regressions were used to achieve both first and second objectives which were to determine the relationship amongst hospitality service delivery (service quality and servicescape) and international students’ satisfaction. The regression result for faculty services showed that tangible, empathy and responsiveness dimensions of service quality were the major component that influenced the students’ satisfaction while space and function of servicescape dimensions were the major component that influenced the students’ satisfaction. Hospitality industry - Customer services Universities and colleges Service learning 2016-05 Thesis http://psasir.upm.edu.my/id/eprint/66841/ http://psasir.upm.edu.my/id/eprint/66841/1/FEP%202016%2038%20IR.pdf text en public masters Universiti Putra Malaysia Hospitality industry - Customer services Universities and colleges Service learning |
| institution |
Universiti Putra Malaysia |
| collection |
PSAS Institutional Repository |
| language |
English |
| topic |
Hospitality industry - Customer services Universities and colleges Service learning |
| spellingShingle |
Hospitality industry - Customer services Universities and colleges Service learning Tukimin, Siti Nurhidayaah International students’ experiences of hospitality service in Malaysian research universities |
| description |
This study aims to determine the relationship between hospitality service delivery dimensions
and international students’ satisfaction where it is focuses on the services provided by faculty
and hostel. This research is able to enlarge the body of knowledge in the service management
by exploring the international students’ experience in the context of service delivery. The
services are consists of service quality dimensions (tangible, reliability, responsiveness,
assurance and empathy) and servicescape dimensions (ambient condition, space/function and
sign, symbol and artifact).
Quantitative method has been used to gather the data. The data collection has been done
through distributing questionnaires towards international students using convenience
sampling technique. The questionnaires were distributed in three Malaysian research
universities in Klang Valley namely Universiti Putra Malaysia, Universiti Kebangsaan
Malaysia and Universiti Malaya. A total of 400 questionnaires were distributed with 383
respondents participated in this research.
The hospitality services delivery dimensions were tested for its reliability strength and the
results showed that all dimensions were highly reliable. Factor analysis and multiple
regressions were conducted to analyze the data and to test the hypotheses. Multiple regressions
were used to achieve both first and second objectives which were to determine the relationship
amongst hospitality service delivery (service quality and servicescape) and international
students’ satisfaction. The regression result for faculty services showed that tangible, empathy
and responsiveness dimensions of service quality were the major component that influenced
the students’ satisfaction while space and function of servicescape dimensions were the major
component that influenced the students’ satisfaction. |
| format |
Thesis |
| qualification_level |
Master's degree |
| author |
Tukimin, Siti Nurhidayaah |
| author_facet |
Tukimin, Siti Nurhidayaah |
| author_sort |
Tukimin, Siti Nurhidayaah |
| title |
International students’ experiences of hospitality service in Malaysian research universities |
| title_short |
International students’ experiences of hospitality service in Malaysian research universities |
| title_full |
International students’ experiences of hospitality service in Malaysian research universities |
| title_fullStr |
International students’ experiences of hospitality service in Malaysian research universities |
| title_full_unstemmed |
International students’ experiences of hospitality service in Malaysian research universities |
| title_sort |
international students’ experiences of hospitality service in malaysian research universities |
| granting_institution |
Universiti Putra Malaysia |
| publishDate |
2016 |
| url |
http://psasir.upm.edu.my/id/eprint/66841/1/FEP%202016%2038%20IR.pdf |
| _version_ |
1747812414429069312 |