Yous Ka | UPM - Universiti Putra Malaysia (original) (raw)
Papers by Yous Ka
Tourism industry has become more important in the global economy because it has the fastest growt... more Tourism industry has become more important in the global economy because it has the fastest growth in recent years. Based on United nation world tourist organization, Malaysia is the 9 th country in the world and 3 rd country in Asia in attracting tourists with 24.6 million one in 2010. Hotels play important role by providing quality service to customers and enhancing their loyalty. Rapid growth among hotels in tourism industry make hotels to recognize services as an important factor attracting more tourists, hence those are profitable. Therefore this primary study tries to start finding out relationship between important aspects of services such as process, place and personnel in hotels with tourist length of staying and frequency intention to revisit. Other research objectives are to investigate the effect of tourist's length of stay and frequency intention to revisit on tourist loyalty.
Journal of Business Management and Economic Research, 2019
The purpose of this paper was to determine effect of service quality and customer loyalty in sele... more The purpose of this paper was to determine effect of service quality and customer loyalty in selected African airlines. The study was informed by Expectation Disconfirmation theory, Theory of Reasoned Action and Discrepancy Theory. Explanatory survey research design was employed in the study. The study targeted 256,254 customers drawn from 9
AJN, American Journal of Nursing, 1951
The present study aims to explore the relationship between service quality with tourist satisfact... more The present study aims to explore the relationship between service quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this research, the population was international tourists who stayin4 and 5-star hotels located in Kuala Lumpur, sample was selected based on clustering sample method. From the result, it was found that price had a significant effect on tourists` expectation toward hotels. Moreover, tourists` expectation has significant influence on perceived service quality but did not influence on their satisfaction. Finally, the result of this survey support that, tourist`s satisfaction and perceived service quality had significant influence on tourists` loyalty toward hotels. The result of this research is helpful for hotelier to plan new strategies for attracting more tourists therefore it leads to economic development in Malaysia. Keywords: service quality, satisfaction, tourist loyalty, hotel, Malaysia
The purpose of this study was to examine domestic tourists' satisfaction with hotel services ... more The purpose of this study was to examine domestic tourists' satisfaction with hotel services provided by hotels in Shiraz. From the literature, it was found that providing service quality, positively influence customer satisfaction, and build loyalty intentions among customers. Survey was used to find the level of domestic tourists' loyalty with the hotel services. A stratified random sample of 390 domestic tourists' responded to the survey. The results indicated that domestic tourists' were satisfied with the service quality at the hotel and loyal to the hotel. The results of the study create an awareness of domestic tourists' needs and offer useful feedback to hotel administrators and planners in their efforts to improve service quality in the hotel industry. Keyword: service quality, domestic tourism, Satisfaction, Loyalty *Corresponding author: yousef.k73@gmail.com Received Date: 25 August 2014 Accepted Date: 2 November 2014 Date of Print: Winter 2015 72 Jour...
Mediterranean Journal of Social Sciences, 2015
The present study aims to explore the relationship between process quality and outcom quality wit... more The present study aims to explore the relationship between process quality and outcom quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this study, the population comprised international tourists who stayed in one of the 4 and 5-star hotels in Kuala Lumpur. From 537 self-administered questionnaires were distributed, 417 usable responses were obtained. The relationships between 4 constructs (process quality, outcome quality, tourist satisfaction and tourist loyalty) and 39 indicators were measured using structural equation modeling. The results showed that process quality (with six dimensions) and outcome quality (with three dimensions) affect tourist loyalty through mediating role of tourist satisfaction. The results also demonstrated that process quality and outcome quality affect tourist loyalty indirectly through the mediating role of tourist satisfaction. The results of this study will benefit hoteliers in understanding the factors affecting tourist loyalty.
Mediterranean Journal of Social Sciences, 2015
The purpose of this study is to investigate the influence of service quality on tourism loyalty i... more The purpose of this study is to investigate the influence of service quality on tourism loyalty in the hotel industry. Data were collected from international tourists at several top interested places locations in Kuala Lumpur. The study sample included international tourists who stay in four and five star hotels in Kuala Lumpur. Service quality with five dimensions includes reliability, assurance, responsiveness, tangible, and empathy is considered as independent variables. From the result of the study, it was found that service quality affects tourist satisfaction and loyalty directly. The finding of this study is helpful for hotel industry. In fact, the finding of this research informs hotelier to understand about the tourist attitude toward service quality in hotel and its impact on their satisfaction and loyalty.
Journal of Education and Vocational Research, 2012
Tourism industry has become more important in the global economy because it has the fastest growt... more Tourism industry has become more important in the global economy because it has the fastest growth in recent years. Based on United nation world tourist organization, Malaysia is the 9th country in the world and 3rd country in Asia in attracting tourists with 24.6 million one in 2010. Hotels play important role by providing quality service to customers and enhancing their loyalty. Rapid growth among hotels in tourism industry make hotels to recognize services as an important factor attracting more tourists, hence those are profitable. Therefore this primary study tries to start finding out relationship between important aspects of services such as process, place and personnel in hotels with tourist length of staying and frequency intention to revisit. Other research objectives are to investigate the effect of tourist’s length of stay and frequency intention to revisit on tourist loyalty.
Journal of Education and Vocational Research, 2013
In recent years, the tourism industry has become more important in terms of the global economy. I... more In recent years, the tourism industry has become more important in terms of the global economy. It is revealed that inbound tourism has become one of the major trade categories. Like other countries in Malaysia several industries involve to attract tourists in the country. The hotel industry is one of these industries affects tourists to be satisfied and desire to visit the place again. Service quality is the most important factor by which hotels influence their guests to be loyal; therefore in this study the effect of service quality on tourist loyalty will be investigated. Factors of service quality, which affected from the expected service quality and affect tourist loyalty, include tangible, reliability, responsiveness, assurance and empathy. In this study, guests of hotels, apartments and budget hotels are considered as the research population and 500 respondents from both domestic and international tourists are selected by clustering sampling. The finding of this study is help...
The present study aims to explore the relationship between process quality and outcom quality wit... more The present study aims to explore the relationship between process quality and outcom quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this study, the population comprised international tourists who stayed in one of the 4 and 5-star hotels in Kuala Lumpur. From 537 self-administered questionnaires were distributed, 417 usable responses were obtained. The relationships between 4 constructs (process quality, outcome quality, tourist satisfaction and tourist loyalty) and 39 indicators were measured using structural equation modeling. The results showed that process quality (with six dimensions) and outcome quality (with three dimensions) affect tourist loyalty through mediating role of tourist satisfaction. The results also demonstrated that process quality and outcome quality affect tourist loyalty indirectly through the mediating role of tourist satisfaction. The results of this study will benefit hoteliers in understanding the factors affecting tourist loyalty.
The present study aims to explore the relationship between process quality and outcom quality wit... more The present study aims to explore the relationship between process quality and outcom quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this study, the population comprised international tourists who stayed in one of the 4 and 5-star hotels in Kuala Lumpur. From 537 self-administered questionnaires were distributed, 417 usable responses were obtained. The relationships between 4 constructs (process quality, outcome quality, tourist satisfaction and tourist loyalty) and 39 indicators were measured using structural equation modeling. The results showed that process quality (with six dimensions) and outcome quality (with three dimensions) affect tourist loyalty through mediating role of tourist satisfaction. The results also demonstrated that process quality and outcome quality affect tourist loyalty indirectly through the mediating role of tourist satisfaction. The results of this study will benefit hoteliers in understanding the factors affecting tourist loyalty.
The purpose of this study was to examine domestic tourists' satisfaction with hotel services prov... more The purpose of this study was to examine domestic tourists' satisfaction with hotel services provided by hotels in Shiraz. From the literature, it was found that providing service quality, positively influence customer satisfaction, and build loyalty intentions among customers. Survey was used to find the level of domestic tourists' loyalty with the hotel services. A stratified random sample of 390 domestic tourists' responded to the survey.
The results indicated that domestic tourists' were satisfied with the service quality at the hotel and loyal to the hotel. The results of the study create an awareness of domestic tourists' needs and offer useful feedback to hotel administrators and planners in their efforts to improve service quality in the hotel industry.
In recent years, the tourism industry has become more important in terms of the global economy. T... more In recent years, the tourism industry has become more important in terms of the global economy. The World Tourism Organization revealed that as an internationally traded service, inbound tourism has become one of the major trade categories. The overall export income generated by inbound tourism, including passenger transport, exceeded
US$ 1 trillion in 2009, or close to US$ 3 billion a day and arrivals are estimated to pass the 1 billion mark by 2012, up from 940 million in 2010. By 2030, arrivals are expected to reach 1.8 billion, meaning that in two decades’ time, 5 million people will be crossing international borders for leisure, business or other purposes such as visiting friends and family every day.
Tourism exports account for as much as 30% of the world’s exports of commercial services and 6% of overall exports of goods and services. Globally, as an export category, tourism
ranks fourth after fuels, chemicals and automotive products. As released by UNWTO (UNWTO Tourism Highlights, 2010), the contribution of tourism to economic activity worldwide is estimated at some 5%. Tourism’s contribution to employment tends to be
slightly higher relatively and is estimated in the order of 6-7% of the overall number of jobs worldwide (direct and indirect).
Tourism industry in Malaysia has been traditionally concentrated and promoted towards international markets since its infancy stage in 1960s. In 1995, visitor arrivals reached over the 5.5 million mark and earned RM 8.6 billion for the Malaysia economy. This rate of increase has continued and reached 24.6million tourist arrivals with RM 56.5 billion (US$ 1=
RM 3) earnings by 2010. This research attempts to highlight certain facts of domestic tourism and on one of the most
important aspects of domestic tourism i.e. transportation, through which the industry can be promoted.
In recent years, the tourism industry has become more important in terms of the global economy. I... more In recent years, the tourism industry has become more important in terms of the global economy. It is revealed that inbound tourism has become one of the major trade categories. Like other countries in Malaysia several industries involve to attract tourists in the country. The hotel industry is one of these industries affects tourists to be satisfied and desire to visit the place again. Service quality is the most important factor by which hotels influence their guests to be loyal; therefore in this study the effect of service quality on tourist loyalty will be investigated. Factors of service quality, which affected from the expected service quality and affect tourist loyalty, include tangible, reliability, responsiveness, assurance and empathy. In this study, guests of hotels, apartments and budget hotels are considered as the research population and 500 respondents from both domestic and international tourists are selected by clustering sampling. The finding of this study is helpful for hoteliers to understand the demands of their customer from different countries with
Tourism industry has become more important in the global economy because it has the fastest growt... more Tourism industry has become more important in the global economy because it has the fastest growth in recent years. Based on United nation world tourist organization, Malaysia is the 9th country in the world and 3rd country in Asia in attracting tourists with 24.6 million one in 2010. Hotels play important role by providing quality service to customers and enhancing their loyalty. Rapid growth among hotels in tourism industry make hotels to recognize services as an important factor attracting more tourists, hence those are profitable. Therefore this primary study tries to start finding out relationship between important aspects of services such as process, place and personnel in hotels with tourist length of staying and frequency intention to revisit. Other research objectives are to investigate the effect of tourist’s length of stay and frequency intention to revisit on tourist loyalty.
The present study aims to explore the relationship between service quality with tourist satisfact... more The present study aims to explore the relationship between service quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this research, the population was international tourists who stayin4 and 5-star hotels located in Kuala Lumpur, sample was selected based on clustering sample method. From the result, it was found that price had a significant effect on tourists` expectation toward hotels. Moreover, tourists` expectation has significant influence on perceived service quality but did not influence on their satisfaction. Finally, the result of this survey support that, tourist`s satisfaction and perceived service quality had significant influence on tourists` loyalty toward hotels. The result of this research is helpful for hotelier to plan new strategies for attracting more tourists therefore it leads to economic development in Malaysia.
The purpose of this study is to investigate the influence of service quality on tourism loyalty i... more The purpose of this study is to investigate the influence of service quality on tourism loyalty in the hotel industry. Data were
collected from international tourists at several top interested places locations in Kuala Lumpur. The study sample included
international tourists who stay in four and five star hotels in Kuala Lumpur. Service quality with five dimensions includes
reliability, assurance, responsiveness, tangible, and empathy is considered as independent variables. From the result of the
study, it was found that service quality affects tourist satisfaction and loyalty directly. The finding of this study is helpful for hotel
industry. In fact, the finding of this research informs hotelier to understand about the tourist attitude toward service quality in
hotel and its impact on their satisfaction and loyalty.
Conference Presentations by Yous Ka
یمیکند ایفا گردشگری صنعت در یمهمی نقش داری رستوران صنعت (Novelli et al., 2006... more یمیکند ایفا گردشگری صنعت در یمهمی نقش داری رستوران صنعت (Novelli et al., 2006). ایران در حدود در ایران آیمار یمرکز آیمار اساس بر 20 صرف خوراکی بخش در داخلی گردشگری هزینه درصد یافته افزایش ایران در هستند کار یمشغول نفر دو هر که خانوارهایی تعداد اینکه به توجه با بعلوه یمیشود. رستورانها تنوع و تعداد افزایش به توجه با دیگر طرف از و است (Haghighi et al., 2012)، بنابراین
Tourism industry has become more important in the global economy because it has the fastest growt... more Tourism industry has become more important in the global economy because it has the fastest growth in recent years. Based on United nation world tourist organization, Malaysia is the 9 th country in the world and 3 rd country in Asia in attracting tourists with 24.6 million one in 2010. Hotels play important role by providing quality service to customers and enhancing their loyalty. Rapid growth among hotels in tourism industry make hotels to recognize services as an important factor attracting more tourists, hence those are profitable. Therefore this primary study tries to start finding out relationship between important aspects of services such as process, place and personnel in hotels with tourist length of staying and frequency intention to revisit. Other research objectives are to investigate the effect of tourist's length of stay and frequency intention to revisit on tourist loyalty.
Journal of Business Management and Economic Research, 2019
The purpose of this paper was to determine effect of service quality and customer loyalty in sele... more The purpose of this paper was to determine effect of service quality and customer loyalty in selected African airlines. The study was informed by Expectation Disconfirmation theory, Theory of Reasoned Action and Discrepancy Theory. Explanatory survey research design was employed in the study. The study targeted 256,254 customers drawn from 9
AJN, American Journal of Nursing, 1951
The present study aims to explore the relationship between service quality with tourist satisfact... more The present study aims to explore the relationship between service quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this research, the population was international tourists who stayin4 and 5-star hotels located in Kuala Lumpur, sample was selected based on clustering sample method. From the result, it was found that price had a significant effect on tourists` expectation toward hotels. Moreover, tourists` expectation has significant influence on perceived service quality but did not influence on their satisfaction. Finally, the result of this survey support that, tourist`s satisfaction and perceived service quality had significant influence on tourists` loyalty toward hotels. The result of this research is helpful for hotelier to plan new strategies for attracting more tourists therefore it leads to economic development in Malaysia. Keywords: service quality, satisfaction, tourist loyalty, hotel, Malaysia
The purpose of this study was to examine domestic tourists' satisfaction with hotel services ... more The purpose of this study was to examine domestic tourists' satisfaction with hotel services provided by hotels in Shiraz. From the literature, it was found that providing service quality, positively influence customer satisfaction, and build loyalty intentions among customers. Survey was used to find the level of domestic tourists' loyalty with the hotel services. A stratified random sample of 390 domestic tourists' responded to the survey. The results indicated that domestic tourists' were satisfied with the service quality at the hotel and loyal to the hotel. The results of the study create an awareness of domestic tourists' needs and offer useful feedback to hotel administrators and planners in their efforts to improve service quality in the hotel industry. Keyword: service quality, domestic tourism, Satisfaction, Loyalty *Corresponding author: yousef.k73@gmail.com Received Date: 25 August 2014 Accepted Date: 2 November 2014 Date of Print: Winter 2015 72 Jour...
Mediterranean Journal of Social Sciences, 2015
The present study aims to explore the relationship between process quality and outcom quality wit... more The present study aims to explore the relationship between process quality and outcom quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this study, the population comprised international tourists who stayed in one of the 4 and 5-star hotels in Kuala Lumpur. From 537 self-administered questionnaires were distributed, 417 usable responses were obtained. The relationships between 4 constructs (process quality, outcome quality, tourist satisfaction and tourist loyalty) and 39 indicators were measured using structural equation modeling. The results showed that process quality (with six dimensions) and outcome quality (with three dimensions) affect tourist loyalty through mediating role of tourist satisfaction. The results also demonstrated that process quality and outcome quality affect tourist loyalty indirectly through the mediating role of tourist satisfaction. The results of this study will benefit hoteliers in understanding the factors affecting tourist loyalty.
Mediterranean Journal of Social Sciences, 2015
The purpose of this study is to investigate the influence of service quality on tourism loyalty i... more The purpose of this study is to investigate the influence of service quality on tourism loyalty in the hotel industry. Data were collected from international tourists at several top interested places locations in Kuala Lumpur. The study sample included international tourists who stay in four and five star hotels in Kuala Lumpur. Service quality with five dimensions includes reliability, assurance, responsiveness, tangible, and empathy is considered as independent variables. From the result of the study, it was found that service quality affects tourist satisfaction and loyalty directly. The finding of this study is helpful for hotel industry. In fact, the finding of this research informs hotelier to understand about the tourist attitude toward service quality in hotel and its impact on their satisfaction and loyalty.
Journal of Education and Vocational Research, 2012
Tourism industry has become more important in the global economy because it has the fastest growt... more Tourism industry has become more important in the global economy because it has the fastest growth in recent years. Based on United nation world tourist organization, Malaysia is the 9th country in the world and 3rd country in Asia in attracting tourists with 24.6 million one in 2010. Hotels play important role by providing quality service to customers and enhancing their loyalty. Rapid growth among hotels in tourism industry make hotels to recognize services as an important factor attracting more tourists, hence those are profitable. Therefore this primary study tries to start finding out relationship between important aspects of services such as process, place and personnel in hotels with tourist length of staying and frequency intention to revisit. Other research objectives are to investigate the effect of tourist’s length of stay and frequency intention to revisit on tourist loyalty.
Journal of Education and Vocational Research, 2013
In recent years, the tourism industry has become more important in terms of the global economy. I... more In recent years, the tourism industry has become more important in terms of the global economy. It is revealed that inbound tourism has become one of the major trade categories. Like other countries in Malaysia several industries involve to attract tourists in the country. The hotel industry is one of these industries affects tourists to be satisfied and desire to visit the place again. Service quality is the most important factor by which hotels influence their guests to be loyal; therefore in this study the effect of service quality on tourist loyalty will be investigated. Factors of service quality, which affected from the expected service quality and affect tourist loyalty, include tangible, reliability, responsiveness, assurance and empathy. In this study, guests of hotels, apartments and budget hotels are considered as the research population and 500 respondents from both domestic and international tourists are selected by clustering sampling. The finding of this study is help...
The present study aims to explore the relationship between process quality and outcom quality wit... more The present study aims to explore the relationship between process quality and outcom quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this study, the population comprised international tourists who stayed in one of the 4 and 5-star hotels in Kuala Lumpur. From 537 self-administered questionnaires were distributed, 417 usable responses were obtained. The relationships between 4 constructs (process quality, outcome quality, tourist satisfaction and tourist loyalty) and 39 indicators were measured using structural equation modeling. The results showed that process quality (with six dimensions) and outcome quality (with three dimensions) affect tourist loyalty through mediating role of tourist satisfaction. The results also demonstrated that process quality and outcome quality affect tourist loyalty indirectly through the mediating role of tourist satisfaction. The results of this study will benefit hoteliers in understanding the factors affecting tourist loyalty.
The present study aims to explore the relationship between process quality and outcom quality wit... more The present study aims to explore the relationship between process quality and outcom quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this study, the population comprised international tourists who stayed in one of the 4 and 5-star hotels in Kuala Lumpur. From 537 self-administered questionnaires were distributed, 417 usable responses were obtained. The relationships between 4 constructs (process quality, outcome quality, tourist satisfaction and tourist loyalty) and 39 indicators were measured using structural equation modeling. The results showed that process quality (with six dimensions) and outcome quality (with three dimensions) affect tourist loyalty through mediating role of tourist satisfaction. The results also demonstrated that process quality and outcome quality affect tourist loyalty indirectly through the mediating role of tourist satisfaction. The results of this study will benefit hoteliers in understanding the factors affecting tourist loyalty.
The purpose of this study was to examine domestic tourists' satisfaction with hotel services prov... more The purpose of this study was to examine domestic tourists' satisfaction with hotel services provided by hotels in Shiraz. From the literature, it was found that providing service quality, positively influence customer satisfaction, and build loyalty intentions among customers. Survey was used to find the level of domestic tourists' loyalty with the hotel services. A stratified random sample of 390 domestic tourists' responded to the survey.
The results indicated that domestic tourists' were satisfied with the service quality at the hotel and loyal to the hotel. The results of the study create an awareness of domestic tourists' needs and offer useful feedback to hotel administrators and planners in their efforts to improve service quality in the hotel industry.
In recent years, the tourism industry has become more important in terms of the global economy. T... more In recent years, the tourism industry has become more important in terms of the global economy. The World Tourism Organization revealed that as an internationally traded service, inbound tourism has become one of the major trade categories. The overall export income generated by inbound tourism, including passenger transport, exceeded
US$ 1 trillion in 2009, or close to US$ 3 billion a day and arrivals are estimated to pass the 1 billion mark by 2012, up from 940 million in 2010. By 2030, arrivals are expected to reach 1.8 billion, meaning that in two decades’ time, 5 million people will be crossing international borders for leisure, business or other purposes such as visiting friends and family every day.
Tourism exports account for as much as 30% of the world’s exports of commercial services and 6% of overall exports of goods and services. Globally, as an export category, tourism
ranks fourth after fuels, chemicals and automotive products. As released by UNWTO (UNWTO Tourism Highlights, 2010), the contribution of tourism to economic activity worldwide is estimated at some 5%. Tourism’s contribution to employment tends to be
slightly higher relatively and is estimated in the order of 6-7% of the overall number of jobs worldwide (direct and indirect).
Tourism industry in Malaysia has been traditionally concentrated and promoted towards international markets since its infancy stage in 1960s. In 1995, visitor arrivals reached over the 5.5 million mark and earned RM 8.6 billion for the Malaysia economy. This rate of increase has continued and reached 24.6million tourist arrivals with RM 56.5 billion (US$ 1=
RM 3) earnings by 2010. This research attempts to highlight certain facts of domestic tourism and on one of the most
important aspects of domestic tourism i.e. transportation, through which the industry can be promoted.
In recent years, the tourism industry has become more important in terms of the global economy. I... more In recent years, the tourism industry has become more important in terms of the global economy. It is revealed that inbound tourism has become one of the major trade categories. Like other countries in Malaysia several industries involve to attract tourists in the country. The hotel industry is one of these industries affects tourists to be satisfied and desire to visit the place again. Service quality is the most important factor by which hotels influence their guests to be loyal; therefore in this study the effect of service quality on tourist loyalty will be investigated. Factors of service quality, which affected from the expected service quality and affect tourist loyalty, include tangible, reliability, responsiveness, assurance and empathy. In this study, guests of hotels, apartments and budget hotels are considered as the research population and 500 respondents from both domestic and international tourists are selected by clustering sampling. The finding of this study is helpful for hoteliers to understand the demands of their customer from different countries with
Tourism industry has become more important in the global economy because it has the fastest growt... more Tourism industry has become more important in the global economy because it has the fastest growth in recent years. Based on United nation world tourist organization, Malaysia is the 9th country in the world and 3rd country in Asia in attracting tourists with 24.6 million one in 2010. Hotels play important role by providing quality service to customers and enhancing their loyalty. Rapid growth among hotels in tourism industry make hotels to recognize services as an important factor attracting more tourists, hence those are profitable. Therefore this primary study tries to start finding out relationship between important aspects of services such as process, place and personnel in hotels with tourist length of staying and frequency intention to revisit. Other research objectives are to investigate the effect of tourist’s length of stay and frequency intention to revisit on tourist loyalty.
The present study aims to explore the relationship between service quality with tourist satisfact... more The present study aims to explore the relationship between service quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this research, the population was international tourists who stayin4 and 5-star hotels located in Kuala Lumpur, sample was selected based on clustering sample method. From the result, it was found that price had a significant effect on tourists` expectation toward hotels. Moreover, tourists` expectation has significant influence on perceived service quality but did not influence on their satisfaction. Finally, the result of this survey support that, tourist`s satisfaction and perceived service quality had significant influence on tourists` loyalty toward hotels. The result of this research is helpful for hotelier to plan new strategies for attracting more tourists therefore it leads to economic development in Malaysia.
The purpose of this study is to investigate the influence of service quality on tourism loyalty i... more The purpose of this study is to investigate the influence of service quality on tourism loyalty in the hotel industry. Data were
collected from international tourists at several top interested places locations in Kuala Lumpur. The study sample included
international tourists who stay in four and five star hotels in Kuala Lumpur. Service quality with five dimensions includes
reliability, assurance, responsiveness, tangible, and empathy is considered as independent variables. From the result of the
study, it was found that service quality affects tourist satisfaction and loyalty directly. The finding of this study is helpful for hotel
industry. In fact, the finding of this research informs hotelier to understand about the tourist attitude toward service quality in
hotel and its impact on their satisfaction and loyalty.
یمیکند ایفا گردشگری صنعت در یمهمی نقش داری رستوران صنعت (Novelli et al., 2006... more یمیکند ایفا گردشگری صنعت در یمهمی نقش داری رستوران صنعت (Novelli et al., 2006). ایران در حدود در ایران آیمار یمرکز آیمار اساس بر 20 صرف خوراکی بخش در داخلی گردشگری هزینه درصد یافته افزایش ایران در هستند کار یمشغول نفر دو هر که خانوارهایی تعداد اینکه به توجه با بعلوه یمیشود. رستورانها تنوع و تعداد افزایش به توجه با دیگر طرف از و است (Haghighi et al., 2012)، بنابراین
International Foundation for Research and Development (IFRD), 2013
In recent years, the tourism industry has become more important in terms of the global economy. I... more In recent years, the tourism industry has become more important in terms of the global economy. It is revealed that inbound tourism has become one of the major trade categories. Like other countries in Malaysia several industries involve to attract tourists in the country. The hotel industry is one of these industries affects tourists to be satisfied and desire to visit the place again. Service quality is the most important factor by which hotels influence their guests to be loyal; therefore in this study the effect of service quality on tourist loyalty will be investigated. Factors of service quality, which affected from the expected service quality and affect tourist loyalty, include tangible, reliability, responsiveness, assurance and empathy. In this study, guests of hotels, apartments and budget hotels are considered as the research population and 500 respondents from both domestic and international tourists are selected by clustering sampling. The finding of this study is helpful for hoteliers to understand the demands of their customer from different countries with different cultures and plan new strategies to meet their needs and influence them to be loyal on hotels.