Analyzing Servqual Dimensions In Increasing Customer Satisfaction : A Comparative Study Between Hotel And Resort In Melaka

The role of service quality in the success of hotel businesses cannot be denied. It is vital for the hotel managers to have a good understanding on what exactly the customers want. Furthermore there also had been concerns that service quality dimensions may differ from one country to another. Hen...

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Main Author:	Ahmad Hidayat, Ahmad Ridzuan
Format:	Thesis
Language:	English English
Published:	2009
Subjects:	HF Commerce H Social Sciences (General)
Online Access:	http://eprints.utem.edu.my/id/eprint/13512/1/Analyzing_servqual_dimensions_in_increasing_customer_satisfaction_A_Comparative_study_between_hotel_and_resort_in_Melaka.pdf24_pages.pdf http://eprints.utem.edu.my/id/eprint/13512/2/Analyzing_servqual_dimensions_in_increasing_customer_satisfaction_A_Comparative_study_between_hotel_and_resort_in_Melaka.pdf
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id	my-utem-ep.13512
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spelling	my-utem-ep.135122015-05-28T04:32:21Z Analyzing Servqual Dimensions In Increasing Customer Satisfaction : A Comparative Study Between Hotel And Resort In Melaka 2009 Ahmad Hidayat, Ahmad Ridzuan HF Commerce H Social Sciences (General) The role of service quality in the success of hotel businesses cannot be denied. It is vital for the hotel managers to have a good understanding on what exactly the customers want. Furthermore there also had been concerns that service quality dimensions may differ from one country to another. Hence this study intends to analyze the service quality dimensions in increasing customer satisfaction by conducting comparative study between 3 star hotels and resorts in Melaka to identify which service quality dimensions are significant in both type of establishment, to identify whether there are any differences regarding the perceived dimensions and to find out which dimensions are the best predictor of overall service quality. Probability sampling techniques were used to collect data from the modified SERVQUAL instruments. SPSS 15.0 for Windows was employed for the data analysis. Descriptive analysis such as means, standard deviation and frequencies are calculated. Reliability issues are tested and dimensionality of the scale is confirmed through an exploratory factor analysis. Finally, regression models were developed and analyzed for both type of establishments. Factor analysis confirmed the five-dimensional structure of SERVQUAL both in hotel and resort category; however, some of the dimensions found and their components were different from the original SERVQUAL. Results of regression analysis revealed that four dimensions were significant in determining overall service quality in hotel category while only one dimension were significant in determining overall service quality in resort category. The study concluded that identifying the perceptions of customers, the dimensions of service quality, and their relative importance for customers for each specific segment of the hotel industry would definitely help managers in the challenge of increasing customer satisfaction. 2009 Thesis http://eprints.utem.edu.my/id/eprint/13512/ http://eprints.utem.edu.my/id/eprint/13512/1/Analyzing_servqual_dimensions_in_increasing_customer_satisfaction_A_Comparative_study_between_hotel_and_resort_in_Melaka.pdf24_pages.pdf application/pdf en public http://eprints.utem.edu.my/id/eprint/13512/2/Analyzing_servqual_dimensions_in_increasing_customer_satisfaction_A_Comparative_study_between_hotel_and_resort_in_Melaka.pdf application/pdf en validuser http://library.utem.edu.my:8000/elmu/index.jsp?module=webopac-d&action=fullDisplayRetriever.jsp&szMaterialNo=0000063141 masters Universiti Teknikal Malaysia Melaka Faculty of Technology Management and Technopreneurship
institution	Universiti Teknikal Malaysia Melaka
collection	UTeM Repository
language	English English
topic	HF Commerce H Social Sciences (General)
spellingShingle	HF Commerce H Social Sciences (General) Ahmad Hidayat, Ahmad Ridzuan Analyzing Servqual Dimensions In Increasing Customer Satisfaction : A Comparative Study Between Hotel And Resort In Melaka
description	The role of service quality in the success of hotel businesses cannot be denied. It is vital for the hotel managers to have a good understanding on what exactly the customers want. Furthermore there also had been concerns that service quality dimensions may differ from one country to another. Hence this study intends to analyze the service quality dimensions in increasing customer satisfaction by conducting comparative study between 3 star hotels and resorts in Melaka to identify which service quality dimensions are significant in both type of establishment, to identify whether there are any differences regarding the perceived dimensions and to find out which dimensions are the best predictor of overall service quality. Probability sampling techniques were used to collect data from the modified SERVQUAL instruments. SPSS 15.0 for Windows was employed for the data analysis. Descriptive analysis such as means, standard deviation and frequencies are calculated. Reliability issues are tested and dimensionality of the scale is confirmed through an exploratory factor analysis. Finally, regression models were developed and analyzed for both type of establishments. Factor analysis confirmed the five-dimensional structure of SERVQUAL both in hotel and resort category; however, some of the dimensions found and their components were different from the original SERVQUAL. Results of regression analysis revealed that four dimensions were significant in determining overall service quality in hotel category while only one dimension were significant in determining overall service quality in resort category. The study concluded that identifying the perceptions of customers, the dimensions of service quality, and their relative importance for customers for each specific segment of the hotel industry would definitely help managers in the challenge of increasing customer satisfaction.
format	Thesis
qualification_level	Master's degree
author	Ahmad Hidayat, Ahmad Ridzuan
author_facet	Ahmad Hidayat, Ahmad Ridzuan
author_sort	Ahmad Hidayat, Ahmad Ridzuan
title	Analyzing Servqual Dimensions In Increasing Customer Satisfaction : A Comparative Study Between Hotel And Resort In Melaka
title_short	Analyzing Servqual Dimensions In Increasing Customer Satisfaction : A Comparative Study Between Hotel And Resort In Melaka
title_full	Analyzing Servqual Dimensions In Increasing Customer Satisfaction : A Comparative Study Between Hotel And Resort In Melaka
title_fullStr	Analyzing Servqual Dimensions In Increasing Customer Satisfaction : A Comparative Study Between Hotel And Resort In Melaka
title_full_unstemmed	Analyzing Servqual Dimensions In Increasing Customer Satisfaction : A Comparative Study Between Hotel And Resort In Melaka
title_sort	analyzing servqual dimensions in increasing customer satisfaction : a comparative study between hotel and resort in melaka
granting_institution	Universiti Teknikal Malaysia Melaka
granting_department	Faculty of Technology Management and Technopreneurship
publishDate	2009
url	http://eprints.utem.edu.my/id/eprint/13512/1/Analyzing_servqual_dimensions_in_increasing_customer_satisfaction_A_Comparative_study_between_hotel_and_resort_in_Melaka.pdf24_pages.pdf http://eprints.utem.edu.my/id/eprint/13512/2/Analyzing_servqual_dimensions_in_increasing_customer_satisfaction_A_Comparative_study_between_hotel_and_resort_in_Melaka.pdf
_version_	1747833811690848256

Analyzing Servqual Dimensions In Increasing Customer Satisfaction : A Comparative Study Between Hotel And Resort In Melaka

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