Expectation, perceived quality and satisfaction of Nigerian tourist in Malaysia

Tourism is currently recognized as the second largest income generating industry in the global economy, particularly as a driver for economic development and poverty reduction. The primary objective of this research is to empirically validate reasons for the continuous increase of Nigerians in Malay...

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Main Author:	Biodun, Aliyu Bukola
Format:	Thesis
Language:	eng eng
Published:	2014
Subjects:	G154.9-155.8 Travel and state Tourism
Online Access:	https://etd.uum.edu.my/4449/1/s806478%20.pdf https://etd.uum.edu.my/4449/2/s806478_abstract.pdf
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id	my-uum-etd.4449
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Lebai Din, Abdul Kadir
topic	G154.9-155.8 Travel and state Tourism
spellingShingle	G154.9-155.8 Travel and state Tourism Biodun, Aliyu Bukola Expectation, perceived quality and satisfaction of Nigerian tourist in Malaysia
description	Tourism is currently recognized as the second largest income generating industry in the global economy, particularly as a driver for economic development and poverty reduction. The primary objective of this research is to empirically validate reasons for the continuous increase of Nigerians in Malaysia despite their negative image by testing the relationship between Nigerian tourist’s expectation, actual experience and satisfaction with Malaysian tourism products. A theoretical framework was developed based on literature review, to test the above relationship. Importantly, tourist’s expectation and the perceived quality were considered as critical antecedents to Nigerian tourist’s satisfaction. In this quantitative study, a survey of 108 Nigerian students in Malaysia was analysed through SPSS, constituting an overall 43% response rate. The research findings indicated that the four hypothesized relationships were supported: tourist expectation is positively related to satisfaction and perceived quality, while perceived quality is also positively related to tourist satisfaction. The findings also indicated that perceived quality mediates the relationships between Nigerian tourists’ expectation and satisfaction with Malaysian products. Key benefits for practitioners and academics were discussed under the theoretical and practical implications, for example, availing tourism manager the practical implications by establishing the tourist’s expectations before designing their service standards. Moreover, it is of benefit to the academic by establishing the theoretical linkages that exist between Nigerian tourist’s expectation, perceived quality and satisfaction with the tourism products. Researcher finally recommends that future researchers should explore new variables that can influence tourist’s satisfaction.
format	Thesis
qualification_name	masters
qualification_level	Master's degree
author	Biodun, Aliyu Bukola
author_facet	Biodun, Aliyu Bukola
author_sort	Biodun, Aliyu Bukola
title	Expectation, perceived quality and satisfaction of Nigerian tourist in Malaysia
title_short	Expectation, perceived quality and satisfaction of Nigerian tourist in Malaysia
title_full	Expectation, perceived quality and satisfaction of Nigerian tourist in Malaysia
title_fullStr	Expectation, perceived quality and satisfaction of Nigerian tourist in Malaysia
title_full_unstemmed	Expectation, perceived quality and satisfaction of Nigerian tourist in Malaysia
title_sort	expectation, perceived quality and satisfaction of nigerian tourist in malaysia
granting_institution	Universiti Utara Malaysia
granting_department	Ghazali Shafie Graduate School of Government
publishDate	2014
url	https://etd.uum.edu.my/4449/1/s806478%20.pdf https://etd.uum.edu.my/4449/2/s806478_abstract.pdf
_version_	1747827738880770048
spelling	my-uum-etd.44492022-04-10T00:48:24Z Expectation, perceived quality and satisfaction of Nigerian tourist in Malaysia 2014 Biodun, Aliyu Bukola Lebai Din, Abdul Kadir Ghazali Shafie Graduate School of Government Ghazali Shafie Graduate School of Government G154.9-155.8 Travel and state. Tourism Tourism is currently recognized as the second largest income generating industry in the global economy, particularly as a driver for economic development and poverty reduction. The primary objective of this research is to empirically validate reasons for the continuous increase of Nigerians in Malaysia despite their negative image by testing the relationship between Nigerian tourist’s expectation, actual experience and satisfaction with Malaysian tourism products. A theoretical framework was developed based on literature review, to test the above relationship. Importantly, tourist’s expectation and the perceived quality were considered as critical antecedents to Nigerian tourist’s satisfaction. In this quantitative study, a survey of 108 Nigerian students in Malaysia was analysed through SPSS, constituting an overall 43% response rate. The research findings indicated that the four hypothesized relationships were supported: tourist expectation is positively related to satisfaction and perceived quality, while perceived quality is also positively related to tourist satisfaction. The findings also indicated that perceived quality mediates the relationships between Nigerian tourists’ expectation and satisfaction with Malaysian products. Key benefits for practitioners and academics were discussed under the theoretical and practical implications, for example, availing tourism manager the practical implications by establishing the tourist’s expectations before designing their service standards. Moreover, it is of benefit to the academic by establishing the theoretical linkages that exist between Nigerian tourist’s expectation, perceived quality and satisfaction with the tourism products. Researcher finally recommends that future researchers should explore new variables that can influence tourist’s satisfaction. 2014 Thesis https://etd.uum.edu.my/4449/ https://etd.uum.edu.my/4449/1/s806478%20.pdf text eng public https://etd.uum.edu.my/4449/2/s806478_abstract.pdf text eng public masters masters Universiti Utara Malaysia Alegre, J., & Cladera, M. (2006). Repeat visitation in mature sun and sand holidays Destinations. Journal of Travel Research, 44(3), pp.288-97. Abraham, P., & Taylor, E. (1999). Customer satisfaction and its measurement in hospitality enterprises. International Journal of Contemporary Hospitality Management, 11(7), pp. 326-339. Abdullah F. (2006). The development of HEDPERF: a new measuring instrument of service quality for the higher education sector. 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Expectation, perceived quality and satisfaction of Nigerian tourist in Malaysia

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