Personality traits, perceived service quality, customer satisfaction and customer loyalty in Penang Hotel Industry

Personality traits, perceived service quality, customer satisfaction and customer loyalty in Penang Hotel Industry

Customer loyalty is an important factor to enable the business to grow and competitiveness enhancement in the current world. The mushrooming number of the hotel had driving hotel service provider competing with each other. Especially, the occupancy rate of the hotel only achieves around 60% to 70% i...

Full description

Saved in:
Bibliographic Details
Main Author: Yap, Gay Soon
Format: Thesis
Language:eng
eng
Published: 2018
Subjects:
HD28-70 Management
Industrial Management
Online Access:https://etd.uum.edu.my/8081/1/823192_1.pdf
https://etd.uum.edu.my/8081/2/823192-2.pdf
Tags: Add Tag
No Tags, Be the first to tag this record!
id my-uum-etd.8081
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
topic HD28-70 Management
Industrial Management
spellingShingle HD28-70 Management
Industrial Management
Yap, Gay Soon
Personality traits, perceived service quality, customer satisfaction and customer loyalty in Penang Hotel Industry
description Customer loyalty is an important factor to enable the business to grow and competitiveness enhancement in the current world. The mushrooming number of the hotel had driving hotel service provider competing with each other. Especially, the occupancy rate of the hotel only achieves around 60% to 70% in Malaysia. Customer loyalty is an important factor to secure and increase revenue for the business. The purpose of this research is to examine the relationship between customer personality trait, perceived service quality, customer satisfaction and customer loyalty in the hotel industry. In precise, customer personality traits, perceived service quality, customer satisfaction were used as the measurement tool to analyse the relationship and impact customer loyalty. This data for this research was collected through survey method with 30 items of questionnaires. Total of 389 respondents included in this research was randomly selected using convenient sampling technique among hotel customers in Penang area. The study used SPSS version 22.0 to analyze the data. The findings indicate that personality trait of openness to experience, extra version and neuroticism does not have positive relationship and impact customer loyalty, whereby conscientiousness and agreeableness are positive relationship and impact customer loyalty. Meanwhile, perceived service quality and customer satisfaction are positive relationship and impact customer loyalty. The results of this study can be used by a hotel or other management to perform better in relation. The findings extend the researcher's understanding of predictors such as personality traits, perceived service quality and customer satisfaction that influence customer loyalty among hotel service providers in Malaysia
format Thesis
qualification_name Master of Philosophy (MPhil)
qualification_level Master's degree
author Yap, Gay Soon
author_facet Yap, Gay Soon
author_sort Yap, Gay Soon
title Personality traits, perceived service quality, customer satisfaction and customer loyalty in Penang Hotel Industry
title_short Personality traits, perceived service quality, customer satisfaction and customer loyalty in Penang Hotel Industry
title_full Personality traits, perceived service quality, customer satisfaction and customer loyalty in Penang Hotel Industry
title_fullStr Personality traits, perceived service quality, customer satisfaction and customer loyalty in Penang Hotel Industry
title_full_unstemmed Personality traits, perceived service quality, customer satisfaction and customer loyalty in Penang Hotel Industry
title_sort personality traits, perceived service quality, customer satisfaction and customer loyalty in penang hotel industry
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2018
url https://etd.uum.edu.my/8081/1/823192_1.pdf
https://etd.uum.edu.my/8081/2/823192-2.pdf
_version_ 1747828318997053440
spelling my-uum-etd.80812021-08-11T08:14:46Z Personality traits, perceived service quality, customer satisfaction and customer loyalty in Penang Hotel Industry 2018 Yap, Gay Soon Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD28-70 Management. Industrial Management Customer loyalty is an important factor to enable the business to grow and competitiveness enhancement in the current world. The mushrooming number of the hotel had driving hotel service provider competing with each other. Especially, the occupancy rate of the hotel only achieves around 60% to 70% in Malaysia. Customer loyalty is an important factor to secure and increase revenue for the business. The purpose of this research is to examine the relationship between customer personality trait, perceived service quality, customer satisfaction and customer loyalty in the hotel industry. In precise, customer personality traits, perceived service quality, customer satisfaction were used as the measurement tool to analyse the relationship and impact customer loyalty. This data for this research was collected through survey method with 30 items of questionnaires. Total of 389 respondents included in this research was randomly selected using convenient sampling technique among hotel customers in Penang area. The study used SPSS version 22.0 to analyze the data. The findings indicate that personality trait of openness to experience, extra version and neuroticism does not have positive relationship and impact customer loyalty, whereby conscientiousness and agreeableness are positive relationship and impact customer loyalty. Meanwhile, perceived service quality and customer satisfaction are positive relationship and impact customer loyalty. The results of this study can be used by a hotel or other management to perform better in relation. The findings extend the researcher's understanding of predictors such as personality traits, perceived service quality and customer satisfaction that influence customer loyalty among hotel service providers in Malaysia 2018 Thesis https://etd.uum.edu.my/8081/ https://etd.uum.edu.my/8081/1/823192_1.pdf text eng public https://etd.uum.edu.my/8081/2/823192-2.pdf text eng public mphil masters Universiti Utara Malaysia Abdul-Rahman, M., & Kamarulzaman, Y. (2012). The Influence of Relationship Quality and Switching Costs on Customer Loyalty in the Malaysian Hotel Industry. Procedia - Social and Behavioral Sciences, 62, 1023-1027. https://doi.org/10.1016/j.sbspro.2012.09.174 Agustin, C., & Singh, J. (2005). Curvilinear Effects of Consumer Loyalty Determinants in Relational Exchanges. Journal of Marketing Research, 42(1), 96-108. https://doi.org/10.1509/jmkr.42.1.96.56961 Al Khattab, S. A., & Aldehayyat, J. S. (2011). Perceptions of Service Quality in Jordanian Hotels. International Journal of Business an& Management, 6(7), 226-233. https://doi.org/10.5539/ijbm.v6n7p226 Allport, G. W. (1937). Personality: A Psychological Interpretation. New York: Henry Holt & Co. Allport, G. W., & Odbert, H. S. (1936). Trait- names: A psycho-lexical study. Psychological Monographs, 47( I), i-171. https://ti.org/ lO. !006/fstl.l 994. IO 19 Anaza, N. A., & Zhao, J. (2013). Encounter-based antecedent of e-customer citizenship behaviors. Journal of Services Marketing, 27(2), 130-140. https://doi.org/10.1108/08876041311309252 Au, N., Buhalis, D., & Law, R. (2014). Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers. International Journal of Hospitality and Tourism Administration, 15(3), 248-274. https://doi.org/10.1080/15256480.2014.925722 Baptiste, B. (2007). The relationship between the Big Fire personality traits and authentic leadership. Walden University. https://doi.org/10. f 353/lag.0.0053 Baruch, Y. (1999). Response Rate in Academic Studies A comparative Analysis. Human Relations, 52(4), 421-438. Baumgartner, H. (2002). Toward a Penology of the I Consumer. Journal of Consumer Research, 29(2), 286-292. https://doi.org/10.1086f3 41578 Berry, L. L. (1995). Relationship Marketing of Services-Growing Interest, Emerging.Perspectives. Journal of the Academy of Marketing Science, 23(4), 236-245. https://doi.org/10.1177/009207039502300402 Bharadwaj, S. G., Varadarajan, P. R., & Fahy, J. (1993). Sustainable Competitive Advantage in Service Industries: A Conceptual Model and Research Propositions. Journal of Marketing, 57(4), 83-99. https://doi.orr1 10.3901/JME.2016.01.175 Bove, L., & Mitzifiris, B. (2007). Personality traits anf the process of store loyalty in a transnational prone context. Journal of Services Marketing, 21(7), 507-519. https://doi.org/10.1108/08876040710824861 Bowen, J. T., & Chen, S. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213-217. https://doi.org/https://doi.org/10.1108/01596110110395893 Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 3 6(7 /8), 811-828. Cattell, R. B. (1943). The Description of Personality: Basic Traits Resolved Into Clusters.Journal of Abnormal and Social Psychology, (38), 476-506. https://doi.org/10.1037/h0054116 Chan, E. S. W., & Wong, S. C. K. (2006). Motivations for ISO 14001 in the hotel industry. Tourism Management, 27(3), 481-492. https://doi.org/10.1016/j.tourman.2004.10.007 Chang, H. H., & Wang, H. W. (2011 ). The moderating effect of customer perceived value on online shopping behavior. Online Information Review, 35(3), 333-359. https://doi.org/10.1108/14684521111151414 Cheng, D. S. Y. (2013). Analyze the Hotel Industry in Porter Five Competitive Forces. The Journal of Global Business Management, 9(3), 52-5. Chi, C. G. Q., & Qu, H. (2008). Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach. Tourism Management, 29(4), 624-636. https://doi.org/10.1©16/j.tourman.2007.06.007 Choi, T. Y., & Chu, R. (2001). Determinants of hotli guests' satisfaction and repeat patronage in the Hong Kong hotel industry. International Journal of Hospitality Management, 20(3), 277-297. https://doi.org/10.l f1 6/S0278-4319(01)00006-8 Colvin, C.R., & Funder, D. C. (1991). Predicting Personality and Behavior: A Boundary on the Acquaintanceship Effect. Journal of Personality and Social Psychology, 60( 6), 884-894. https://doi.org/10.1037 /0022-3514.60.6.884 Cook, K. S., & Rice, E. (2006). Social Exchange Theory. Handbook of Social Psychology. Cooper, D., & Schindler, P. (2014). Business Research Methods. New York: Mc Graw Hill Education. Cranage, D., & Sujan, H. (2004). Customer Choice: A Preemptive Strategy to Buffer the Effects of Service Failure and Improve Customer Loyalty. Journal of Hospitality and Tourism Research, 28(1), 3-20. https://doi.org/10.1177/1096348003255438 Curtin, R., Presser, S., & Singer, E. (2000). The effects of response rate changes on the index of consumer sentiment. Public Opinion Quarterly, 64, 413-428. https://doi.org/10.1109/IPPS.1998.669981 Department of Statistics Malaysia. (2018). Economic Census 2016 : Tourism Statistics, (January), 29-31 . Dermawan, A. (2017, January 9). Penang named 2nd top tourist destination for 2017 by CNN. New Straits Time. Eysenck, H. J., & Eysenck, S. B. G. (1975). Eysenck Personality Questionnaire (Junior and Adult). Faullant, R., Matzler, K., & Mooradian, T. A. (2011). Personality, basic emotions, and satisfaction: Primary emotions in the mountaineering experience. Tourism Management, 32(6), 1423-1430.https://doi.org/1 1° 1016/j.tourman.2011.01.004 Felix, R. (2017). Service Quality and Customer Satisfaction in Selected Banks in Rwanda. Journal of Business & Financial Affairs, 6(1), 1-11. https://doi.org/10.4172/2167-0234.1000246 Fryrear, A. (2015). What's a Good Survey Response Rate? Retrieved December 21 , 2018, from https://www.surveygizmo.com/resources/blog/survey-response-rates/ Golafshan, N. (2003). Understanding reliability and validity in qualitative research. The Qualitative Report, 8(4), 597-607. Retrieved from http://www.newsmedical. net/health/Thalassemia-Prevalence.aspx1 Gosling, S. D., & John, 0. P. (1999). Personality Dimensions in Nonhuman Animals. Current Directions in Psychological I Science, 8(3), 69-75. https://doi.org/10.1111/1467-8721.00017 Gountas, J., & Gountas, S. (2007). Personality orientations, emotional states, customer satisfaction, and intention to repurchase. Journal lof Business Research, 60(1), 72-75. https:/ /doi.org/10.1016/j .jbusres.2006.08.007 Goyder, J., Warriner, K., & Miller, S. (2002). Evaluating Socio-Economic Status (SES) Bias in Survey Nonresponse. Journal of 011 fjicial Statistics, I 8(1), 1-11. https:// doi.org/ 10.1016/0022-2860(91 )87111-T Grabner-Krauter, K. M. S. B. S. (2006). Individual determinants of brand affect: The role of the personality traits of extra version and openness to experience. Journal of Product and Brand Management, 15(7), 427-434. https://doi.org/10.1108/10610420610712801 I Groves, R. M., Dillman, D. A., Eltinge, J. L., & Little, Ri.J. A. (2001). Survey Non response. New York: John Wiley & Sons. Hair, J. F., Black, B., Babin, B., Anderson, R. E., & T l tham, R. L. (2006). Multivariate Data Analysis (6th ed.). Cincinnati,Ohio: Pearson. Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management (Vol. 7). https://doi.org/10.1108/095! 4239610129931 Han, H., & Back, K. J. (2008). Relationships Among Image Congruence, Consumption Emotions, and Customer Loyalty in the Lodging Industry. Journal of Hospitality and Tourism Research, 32(4), 467-490. https://doi.orgf1 0.1177/1096348008321666 Hayes, B. E. (2008). measuring Customer Satisfaction and Loyalty: Survey Design, Use, and Statistical Analysis Methods. Milwaukee: AS(Q Quality Press. Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800. Homans, G. C. (1958). Social Behavior as Exchange. American Journal of Sociology, 63, 597-606. Homburg, C., Stied, M., & Bornemann, T. (2013). Corporate Social Responsibility in Business-to-Business Markets: How Organization 1 Customers Account for Supplier Corporate Social Responsibility Engagement. Journal of Marketing, 77(6), 54-72. https://doi.org/10.1509/jm.12.0089 J. Joseph Cronin, J., & Taylor, S. A. (1992). Measuring Quality: A Reexamination and. Journal of Marketing, 56(3), 55-68. https://doi.org/10.2307/1252296 Jani, D., & Han, H. (2014). Personality, satisfaction, image, ambiance, and loyalty: Testing their relationships in the hotel industry. International Journal of Hospitality Management, 37, 11-20. https://doi.org/10.1016/j -rjhm.2013.10.007 John, 0. P., & Srivastava, S. (1999). The Big-Five Trait Taxonomy: History, Measurement, and Theoretical Perspectives. https:Y/doi.org/10.1002/art.33369 Kandampully, J., & Suhartanto, D. (2000). Customer Loyalty in the hotel industry : The role of customer satisfaction and image Customer loyalty in the hotel industry: the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, [ 12(6), 346-351. https:/ /doi.org/10 .1108/09596110010342559 Kandaampully, J., & Suhartanto, D. _(2003). The Role ofl Customer Satisfaction and Image m Gammg Customer Loyalty m the Hotel Industry. Journal of Hospitality & Leisure Marketing, 10(1-2), 3-25. https://doi.org/10.1300~fJ150v10n01 02 Kandampully, J., & Suhartanto, D. _(2003). The Role of Customer Satisfaction and Image in Gaining Customer Loyalty m the Hotel Industry Journal of Hospitality & Leisure Marketing, 10(1/2), 3-25. https://doi.org/10.1300/ 150v10n01 02 Kandampully, J., Zhang, T. (Christina), & Bilgihan, A. (!2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414. Kant, R., & Jaiswal, D. (2017). The impact of perceived service quality dimensions on customer satisfaction: An empirical study on public sector banks in India. International Journal of Bank Marketing, 35(3), 411-430. https://doi.org/10.1108/EL-01-2014-0022 I Karatepe, 0. M. (2013). High-performance work I practices and hotel employee performance: The mediation of work engagement. International Journal of Hospitality Management, I 32(1), 132-140. https://doi.org/10.1016/j.ijhm.2012.05.003 Kassim, N., & Abdullah, N. A. (2014). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis Norizan. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371. https://doi.org/http://dx.doi.org/10.1108/MRR-09-rO 15-0216 Khadka, K., & Maharjan, S. (2017). Customer Satisfaction And Customer Loyalty. Thesis CENTRIA UNIVERSITY OF APPLIED SCIENCES, (November). Retrieved from https://www.theseus.fi/bitstream/handle/10024/13%50/khadka _ kabu and maharjan_ soniya.pdf?sequence=l Kim, S. H., Kim, M., & Holland, S. (2018). How Customer Personality Traits Influence Brand Loyalty in the Coffee Shop Industry: The Moderating Role of Business Types. International Journal of Hospitality and Tourism Administration, 19(3), 311-335. https://doi.org/10.1080/15256480.2017 .1324340 Krieger, N. (2012). Who and What Is a "Populatiok ? Historical Debates, Current Controversies, and Implications for Understanding "Population Health" and Rectifying Health Inequities. Multidisciplinary Journal of Population Health and Health Policy, 90(4), 634-681. https://doi.org/ 10.1111/j.1468-0009.2010.00608.x Kuo, Y. F., & Feng, L. H. (2013). Relationships among community interaction characteristics, perceived benefits, community commitment, and op-positional brand loyalty in online brand communities. International Journal of Information Management, 33(6), 948-962. https://doi.org/ 10.1©16/j.ijinfomgt.2013.08.005 Lambe, C. J ., Wittmann, C. M., & Spekman, R. E. (20 i l). Social Exchange Theory and Research on Business- to-Business Relational Ei change Social Exchange Theory and Research on Business-to-Business Relational exchange .Journal of Business-to Business Marketing, 8(3), 1-36. https://doi.org/10.1300/J033v08n03 Lawler, E. J. (2001). An affect theory of social exchange . American Journal of Sociology, 107(2), 321-352. https://doi.org/10.1086/324071 Lee, S., Barker, S., & Kandampully, J. (2003). Technol gy, service quality, and customer loyalty in hotels: Australian managerial perspectives. Managing Service Quality: An International Journal, 13(5), 423-432. https://doi.@rg/10.1108/09604520310495886 Lee, S. C., Barker, S., & Kandampully, J. (2003). Technology, service quality, and customer loyalty in hotels: Australian managerial perspectives. Managing Service Quality: An International Jour1al, 13(5), 423-432. https:/ /doi.org/10.1108/09604520310495886 Levesque, T., & McDougall, G. H. G. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20. https://doi.org/10 .1108/02652329610151340 Lin, L. Y. (2010). The relationship of consumer personality trait, brand personality and brand loyalty: An empirical study of toys and idea games buyers. Journal of Product & Brand Managei ent, 19(1), 4-17. https://doi.org/10.1108/10610421011018347 Lotfi, M., Bt. Muktar, S. N., Ologbo, A. C., & Chieme e, K. C. (2016). The Influence of the Big-Five Personality Traits Dimensions o I Knowledge Sharing Behavior. Mediterranean Journal of Social 7(1), 241-250.https://doi.org/10.590l/mjss.2016. v7nl s 1 p241 Lu, C., Berchoux, C., Marek, M. W., & Chen, B. (20 5). Service quality and customer satisfaction: qualitative research implications for luxury hotels. International Journal of Culture, Tourism and Hospitality I Research, 9(2), 168-182. https://doi.org/10.1108/IJCTHR-10-2014-0087 Lymperopoulos, C., Soureli, M., & Chaniotakis, I.E. (2@13). The role of price satisfaction in managing customer relationships: the case ~f financial services. Marketing Intelligence & Planning, I 31(3), 216-228. https: //doi.org/10.1108/02634501011078138 Makanyeza, C., & Chikazhe, L. (2017). Mediators off the relationship between service quality and customer loyalty: Evidence from t~e banking sector in Zimbabwe. International Journal of Bank Marketing, 35(3), 540-556. https://doi.org/10.1108/EL-01-2014-0022 Miintymaa, J. (2013). Gaining Competitive Advantage Through Quality Of Services In Financial Industry, (May), 107. Marcko, A. L., & Marcko, J. (2013). Service quality, customer satisfaction and loyalty in 4- and 5-star hotels. European Journal of Tourism, !Hospitality and Recreation, 4(3), 119-145. Martinez, P ., & Bosque, I. R. del. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89-99. https://doi.oq~/10.1016/j.ijhm.2013.05.009 McCrae, R.R., & Costa, P. T. (1987). Validation other Five-Factor Model of Personality Across Instruments and Observers. Journal of Personality and Social Psychology, 52(1), 81-90. https://doi.org/10.1037/0022-3514.5Q.1.81 McCrae, R. R., & John, 0. P. (1991). An Introduction to the Five-Factor Model and Its Applications, 176-207. https://doi.org/ 10.1111/j. I 67-6494.1992.tb00970.x Mcleod, S. (2008). Likert Scale. Retrieved December 21, 2018, from https://www.simplypsychology.org/likert-scale.html Mooradian, T. A., & Olver, J.M. (1997). mooradian 1997 I Can't Get No satisfaction .pdf. Psychology & Marketing, 14(4), 379-393. Nemoto, T., & Beglar, D. (2014). Developing Likj rt-Scale Questionnaires Campus Reference Data, 1-8. Retrieved from https://jalt-publications.org/files/pdfarticle/jalt2013 00 I. pdf Ng, S. (2018). Hotels mushrooming in Malaysia. Retrieved December 7, 2018, from https :/ /www.edgeprop.my/ content/13 50899/hotels mushrooming-Malaysia Ngo, M. V., & Huu, N. H. (2016). The Relationship b itween Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector. Journal of Competitiveness, 8(2), 103-116. https://doi.org/10.7441/joc.2016.02.08 Nojku, E. C., Ebeh, R. E., & Mbaeri, S. 0. (2017). Personality traits as predictors of organizational commitment among public and private sector employees in Enugu, Nigeria. British Journal of Psychology Research, , (2), 9-23. Norman, W. T. (1963). Toward an adequate taxonomy of personality attributes. Journal of Abnormal and Social Psych) ology, 66(6), 574-583.https://doi.org/10.1037/h0040291 Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63, 33-44. https://doi.org/10.2307 /1252099 Omar, S. I., & Mohamed, B. (2018). Penang Tourist Survey Report 2017. Orth, U., Trzesniewski, K. H., & Robins, R. W. (2010). Self-Esteem Development From Young Adulthood to Old Age: A Cohort Sequence Longitudinal Study. Journal of Personality and Social Psychology, 98(4), 645-658. https://doi.org/10.1037/a00 18769 Othman, N., & Nasurdin, A. M. (2013). Social support and work engagement: A study of Malaysian nurses. Journal of Nursing Management, 21(8), 1083-1090. https://doi.org/10.1111/j.1365-2834.2012.01448.xl Palese, B., & Usai, A. (2018). The relative importance of service quality dimensions in El commerce experiences. International Journal of Information Management, 40, 132-140. https:/ /doi.org/10.1016/j .ijinfomgt.2018.02.0© 1 Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985. A Conceptual Model of Service Quality and Its Implications for Future Research. American Marketing Association,49( 4), 41-50. https://doi.org/10.2307 /1251430 Parasuraman, a, Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing. https:/ /doi.org/10.1016/S0 148-2963(99)00084-3 Pereira, F. A. de M., Ramos, A. S. M., Andrade, A. Pl. V. de, & Oliveira, B. M. K. de. (2015). Continued usage of e-learning: Expectations and performance. Journal of Information Systems and Technology Management, 12(2), 333-350. https://doi.org/10.4301/S 1807-1775201500020008 Pervan, S., & Johnson, L. W. (2002). Reciprocity as a Virtue in Relationship Marketing. ANZMAC 2002 Conference Proceedings, (May 2T 4), 2461-2468. Prentice, C. (2013). Service quality perceptions a~d customer loyalty in casinos. International Journal of Contemporary Hospitality Management, 25(1), 49-64. Ramanathan, U., & Ramanathan, R. (2011). Guests' Perceptions on factors influencing customer loyalty: An analysis for UK hotels. Interhational Journal of Contemporary Hospitality Management, 23(1), 7-25. Rammstedt, B., & John, 0. P. (2007). Measuring personality in one minute or less: A 10- item short version of the Big Five Inventory in !English and German. Journal of Research in Personality, 41(1), 203-212. https://ti.org/10.1016/j.jrp.2006.02.001 Reimann, C., Filzmoser, P., Garrett, R., & Dutter, R. (2008). Statistical Data Analysis Explained: Applied Environmental Statistics with R. New York: John Wiley and Sons, Inc. Rothmann, S., & Coetzer, E. P. (2003). The Big Five Personality and Job Performance. Journal of Industrial Psychology, 29(1), 68-74. https://doi.org/10.l 111/j.1744- 6570.1991.tb00688.x Salgado, J. F., Moscoso, S., & Alonso, P. (2013). Sub dimensional structure of the hogan personality inventory. International Journal of Selection and Assessment, 21(3), 277-285. https://doi.org/10.1111/ijsa.12037 Schneider, A., Hommel, G., & Blettner, M. (2013). Lin far regression analysis. Journal of Mood Disorders, 3(2), 90. https://doi.org/10.5455/Jmood.20130624120840 Sekaran, U., & Bougie, R. (2016). Research Methods For Business: A Skill Building Approach (7th ed.). New York: John Wiley and Sons, Inc. Selnes, F. (1993). An Examination of the Effect ) Product Performance on Brand Reputation, Satisfaction and Loyalty. European Journal of Marketing, 2 7(9), 19-3 5. Sharma, V. K. C. S. D. P. S. (2015). Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction. International Journal of Bank Marketing, 33( 4). Shiau, W. L., & Luo, M. M. (2012). Factors affecting online group buying intention and satisfaction: A social exchange theory perspective. Computers in Human Behavior, 28(6), 2431-2444. https://doi.org/10.1016/j.chb.2012.07.030 Sierra, J. J., & McQuitty, S. (2005). Service provide and customers: social exchange theory and service loyalty. Journal of Services Marketing, 19(6), 392-400. https://doi.org/10.1108/08876040510620166 Stelmack, R. M., & Pivik, R. T. (1996). Extra version a d the effect of exercise on spinal moto neuronal excitability. Personality and Individual Differences, 21(1), 69-76. https://doi.org/10.1016/0191-8869(96)00034-7 Sternberg, R. J. (2000). Images of Mindfulness. Journr l of Social Issues, 56(1), 11-26. https://doi.org/10.1111/0022-4537.00149 Syaqirah, Z. N., & Faizurrahman, Z. P. (2014). Managing Customer Retention of Hotel Industry in Malaysia. Procedia - Social and Behavioral Sciences, 130, 379-389. https://doi.org/10.1016/j.sbspro.2014.04.045 Teo, H., Bernhard, S., & Chee, H. Y. (2017). In Focus Malaysia A Rising Opportunity. HVS.com, (May), 1-12. https://doi.org/2017/15/5 The Sun Daily. (2018, May 8). Average salaries of Malaysians up 8.1 % to RM 2,880 in 2017. The Sun Daily. Tourism Malaysia. (2015, June 10). Malaysia Welcomes International Cruise Ship Quantum of the Seas. Tourism Malaysia. I Turner, R. (2018). Travel & Tourism Economic Impacts 2018 Malaysia. Uher, J. (2013). Personality Psychology: Lexical Apr , aches, Assessment Methods, and Trait Concepts Reveal Only Half of the Story-Whh,, it is Time for a Paradigm Shift. Integrative Psychological and Behavioral Science, 47(1), 1-55. https://doi.org/10.1007/s12124-013-9230-6 I Uncles, M. D., Dowling, G. R., & Hammond, K. (2003). Customer loyalty and customer loyalty programs. Journal of Consumer Marketing, 20(4-5), 294-316. https://doi.org/10.1108/07363760310483676 Vargo, S. L., & Lusch, R. F. (2004). Evolving to a Ne Dominant Logic for Marketing. Journal of Marketing, 68(1 ), 1-17. https://doi.org/W.1509/jmkg.68.1.1.24036 Wang, C.-Y. (2010). Service Quality, Perceived Value Corporate Image, and Customer Loyalty in the Context of Varying Levels of (Switching Costs. Psychology & Marketing, 27(3), 252-262. https://doi.org/10.100 1 /mar Yee, R. W. Y., Yeung, A. C. L., & Cheng, T. C. E. (20 IOJ. An empirical study of employee loyalty, service quality and firm performance in ~he service industry. International Journal of Production Economics, 124(1), 109-120. https://doi.org/10.1016/j.ijpe.2009.10.015 Yim, F. H., Anderson, R. E., & Swaminathan, s.l (2013). Customer Relationship Management: Its Dimensions and Effect on <Customer Outcomes. Journal of Personal Selling & Sales Management, 24(4), 263-278. https://doi.org/10.1080/08853134.2004.107490371 Zhao, H., & Seibert, S. E. (2006). The Big Five Personality Dimensions and Entrepreneurial Status: A Meta-Analytical Review. Journal of Applied Psychology, 91(2), 259-271. https://doi.org/10.1037/0021-9010.91.2.259 Zillig, L. M. P. P., Hemenover, S. H., & Dienstbier, J A. (2002). What Do We Assess When We Assess a Big 5 Trait? A Content Analysis of the Affective, Behavioral, Big 5 Personality Inventories. Personality and Social Psychology Bulletin, 28(6), 847-858. https://doi.org/10.l 177/0146167202289 13

Similar Items