کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1011651 939049 2006 17 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Measuring Service Quality and Customer Satisfaction of the Hotels in Malaysia: Malaysian, Asian and Non-Asian Hotel Guests
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری گردشگری، اوقات فراغت و مدیریت هتلداری
پیش نمایش صفحه اول مقاله
Measuring Service Quality and Customer Satisfaction of the Hotels in Malaysia: Malaysian, Asian and Non-Asian Hotel Guests
چکیده انگلیسی

Given the increasing arrivals of international tourists to Malaysia, this research assessed the expectations and perceptions of service quality in Malaysia's hotels by applying a modified version of the SERVQUAL model. Comparisons among Malaysian hotel guests, hotel guests from other Asian countries, and non-Asian hotel guests were undertaken. The findings indicated, as a whole, that the hotel guests' perceptions of service quality provided by the hotel industry were lower than their expectations. The lowest expectations and perceptions were given by Malaysian hotel guests towards the hotels in Malaysia. Between Malaysian hotel guests and hotel guests from other Asian countries, there was no significant difference in the overall satisfaction levels for the sample as a whole. However, between Malaysian hotel guests and non-Asian hotel guests, the results showed that the overall customer satisfaction levels towards the hotel stay was significantly different for the sample as a whole.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Journal of Hospitality and Tourism Management - Volume 13, Issue 2, August 2006, Pages 144-160