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In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists’perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations and perceptionsacross five main dimensions. By considering this concept it tried to evaluate the level ofcustomer satisfaction, which is a highly controversial issue in the Penang hotels.Furthermore, the service quality gap (gap 5) was investigated between customers’expectations and the actual service performance of the service.Data was collected using questionnaires from 200 international tourists who visitedPenang and stayed at hotels. The samples are used to analysis the hypothesis. By usingSPSS software version 16.0, factor analysis as well as reliability and regression analysis,were conducted. Results indicated that across five dimensions of service quality, four ofthem; reliability, responsiveness, empathy and tangibility were positively supported.
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About the Author:
Farzaneh Mola is currently Tourism Planning and Development Doctoral Researcher in school of Housing, Building and Planning at University Sains Malaysia, Penang. Her research interests include tourism planning, sustainable tourism development, tourism impacts and service management.
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- PublisherLAP LAMBERT Academic Publishing
- Publication date2011
- ISBN 10 3845422874
- ISBN 13 9783845422879
- BindingPaperback
- Number of pages120
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Book Description Taschenbuch. Condition: Neu. This item is printed on demand - it takes 3-4 days longer - Neuware -In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations and perceptionsacross five main dimensions. By considering this concept it tried to evaluate the level ofcustomer satisfaction, which is a highly controversial issue in the Penang hotels.Furthermore, the service quality gap (gap 5) was investigated between customers expectations and the actual service performance of the service.Data was collected using questionnaires from 200 international tourists who visitedPenang and stayed at hotels. The samples are used to analysis the hypothesis. By usingSPSS software version 16.0, factor analysis as well as reliability and regression analysis,were conducted. Results indicated that across five dimensions of service quality, four ofthem; reliability, responsiveness, empathy and tangibility were positively supported. 120 pp. Englisch. Seller Inventory # 9783845422879
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Book Description Taschenbuch. Condition: Neu. nach der Bestellung gedruckt Neuware - Printed after ordering - In research on customer satisfaction, quality of service has often been mentioned as animportant determinant. This study assesses the relationship between perceived servicequality and customer satisfaction in Penang hotels, from international tourists perspective. The SERVQUAL model by Parasuraman et al. (1985) was adopted in thisresearch to measure the differences between customer expectations and perceptionsacross five main dimensions. By considering this concept it tried to evaluate the level ofcustomer satisfaction, which is a highly controversial issue in the Penang hotels.Furthermore, the service quality gap (gap 5) was investigated between customers expectations and the actual service performance of the service.Data was collected using questionnaires from 200 international tourists who visitedPenang and stayed at hotels. The samples are used to analysis the hypothesis. By usingSPSS software version 16.0, factor analysis as well as reliability and regression analysis,were conducted. Results indicated that across five dimensions of service quality, four ofthem; reliability, responsiveness, empathy and tangibility were positively supported. Seller Inventory # 9783845422879
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Book Description Condition: New. Dieser Artikel ist ein Print on Demand Artikel und wird nach Ihrer Bestellung fuer Sie gedruckt. Autor/Autorin: Mola FarzanehFarzaneh Mola is currently Tourism Planning and Development Doctoral Researcher in school of Housing, Building and Planning at University Sains Malaysia, Penang. Her research interests include tourism planning, sustainab. Seller Inventory # 5481814
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