Middle east and north african students' perception toward Sharia Compliant Hotel

One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the battle for competitive differentiation and customer retention. Overwhel...

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Main Author:	Marwa, Tounsi
Format:	Thesis
Language:	English
Published:	2013
Subjects:	HD Industries Land use Labor
Online Access:	http://eprints.utm.my/id/eprint/39140/5/TounsiMarwaMFPPSM2013.pdf
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id	my-utm-ep.39140
record_format	uketd_dc
spelling	my-utm-ep.391402017-07-16T06:59:26Z Middle east and north african students' perception toward Sharia Compliant Hotel 2013-06 Marwa, Tounsi HD Industries. Land use. Labor One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the battle for competitive differentiation and customer retention. Overwhelming customer demand for quality products and service has in recent years become increasingly evident to professionals in the tourism and hotel industry. Among all customer demands, service quality has been increasingly recognized as a critical factor in the success of any business. The purpose of this study is to examine level of service quality and level of satisfaction of MENA students in UTM. Also it investigates the relationship between the both variables stated above. Furthermore, this research tries to discover the existence of difference in the level of service quality and level of Satisfaction based on demography. By using Preferences, SERVQUAL and satisfaction questionnaire the data was collected. During the analysis several methods was used such as, factor analysis, reliability analysis, single mean t-test, correlation and regression, ONE-WAY ANOVA, independent t-test and descriptive analysis. The results of this study shows high level of service quality and satisfaction, however only two servqual dimensions that has a positive relationship with the satisfaction, furthermore only nationality has make a difference in terms of level of satisfaction. This study provides hotel professionals with an assessment of current methods of measuring and managing customer satisfaction in Sharia Compliant Hotel. 2013-06 Thesis http://eprints.utm.my/id/eprint/39140/ http://eprints.utm.my/id/eprint/39140/5/TounsiMarwaMFPPSM2013.pdf application/pdf en public masters Universiti Teknologi Malaysia, Faculty of Management Faculty of Management
institution	Universiti Teknologi Malaysia
collection	UTM Institutional Repository
language	English
topic	HD Industries Land use Labor
spellingShingle	HD Industries Land use Labor Marwa, Tounsi Middle east and north african students' perception toward Sharia Compliant Hotel
description	One of the biggest contemporary challenges of management in service industries is providing and maintaining customer satisfaction. Service quality and customer satisfaction have increasingly been identified as key factors in the battle for competitive differentiation and customer retention. Overwhelming customer demand for quality products and service has in recent years become increasingly evident to professionals in the tourism and hotel industry. Among all customer demands, service quality has been increasingly recognized as a critical factor in the success of any business. The purpose of this study is to examine level of service quality and level of satisfaction of MENA students in UTM. Also it investigates the relationship between the both variables stated above. Furthermore, this research tries to discover the existence of difference in the level of service quality and level of Satisfaction based on demography. By using Preferences, SERVQUAL and satisfaction questionnaire the data was collected. During the analysis several methods was used such as, factor analysis, reliability analysis, single mean t-test, correlation and regression, ONE-WAY ANOVA, independent t-test and descriptive analysis. The results of this study shows high level of service quality and satisfaction, however only two servqual dimensions that has a positive relationship with the satisfaction, furthermore only nationality has make a difference in terms of level of satisfaction. This study provides hotel professionals with an assessment of current methods of measuring and managing customer satisfaction in Sharia Compliant Hotel.
format	Thesis
qualification_level	Master's degree
author	Marwa, Tounsi
author_facet	Marwa, Tounsi
author_sort	Marwa, Tounsi
title	Middle east and north african students' perception toward Sharia Compliant Hotel
title_short	Middle east and north african students' perception toward Sharia Compliant Hotel
title_full	Middle east and north african students' perception toward Sharia Compliant Hotel
title_fullStr	Middle east and north african students' perception toward Sharia Compliant Hotel
title_full_unstemmed	Middle east and north african students' perception toward Sharia Compliant Hotel
title_sort	middle east and north african students' perception toward sharia compliant hotel
granting_institution	Universiti Teknologi Malaysia, Faculty of Management
granting_department	Faculty of Management
publishDate	2013
url	http://eprints.utm.my/id/eprint/39140/5/TounsiMarwaMFPPSM2013.pdf
_version_	1747816542178902016

Middle east and north african students' perception toward Sharia Compliant Hotel

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