The Effects of Malaysian Hotels Services on Customer Loyalty (original) (raw)
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International Foundation for Research and Development (IFRD), 2013
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.
The investigation of the hotels service quality effects on tourist Loyalty
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 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.
International Foundation for Research and Development (IFRD), 2012
Tourism industry has become more important in the global economy because it has the fastest growth in recent years, Based on United nat world tourist organization, Malaysia is the 9th country in the world and 3,,1 country in Asia in attracting tourists with 24,6 million one in 2010, Hotels r important role by providing quality service to customers and enhancing their loyalty, Rapid growth among hotels in tourism industry make hotel: recognize services as an important factor attracting more tourists, hence those are profitable. Therefore, this primary study tries to start finding relationship between important aspects of services such as process, place and personnel in hotels with tourist length of staying and frequency iutentio: revisit. Other research objectives are to investigate the effect of tourist's length of stay and frequency intention to revisit on tourist loyalty,
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.
To Explore Hotel Service Factors Effect on Increasing Tourist Loyalty-Malaysia Evidence
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.
This study aims to determine the impact of service quality (tangibles, reliability responsiveness, assurance, and empathy) on customer’s loyalty in five stars hotels. To achieve the objectives of the study, a questionnaire was developed and distributed. The study population consists of all hotels customers in Malaysia and Jordan, and convenience sample was selected in this study pilot test 57 questionnaires. The study finds that there is a strong impact of service quality (tangibles, reliability responsiveness, assurance, and empathy) on customer’s loyalty in five stars hotels in Malaysia and Jordan. Based on the above mentioned results, a set of necessary recommendations was formulated, which enable the hotels to strengthen the relationship between perceived service quality and customers loyalty. Providing services with confidence and accuracy, employees training, and strengthen the culture of service quality are key factors.
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.
2016
This study aims to determine the impact of service quality (tangibles, reliability responsiveness, assurance, and empathy) on customer's loyalty in five stars hotels. To achieve the objectives of the study, a questionnaire was developed and distributed. The study population consists of all hotels customers in Malaysia and Jordan, and convenience sample was selected in this study pilot test 57 questionnaires. The study finds that there is a strong impact of service quality (tangibles, reliability responsiveness, assurance, and empathy) on customer's loyalty in five stars hotels in Malaysia and Jordan. Based on the above mentioned results, a set of necessary recommendations was formulated, which enable the hotels to strengthen the relationship between perceived service quality and customers loyalty. Providing services with confidence and accuracy, employees training, and strengthen the culture of service quality are key factors.
Service quality, image and loyalty towards Malaysian hotels
The rapid growth of the hotel industry in the first decade of the 21st century forced hotel operators to critically acknowledge the importance of service improvement in order to gain competitive advantage. Therefore, identifying the factors that influence the quality of services of hotels is critical for the success of the hotels. Corporate image and customer loyalty should also be emphasised to ensure the sustainability of the hotels in this competitive industry. Hence, this study is conducted to discover the factors influencing perceived service quality of Malaysian hotels, as well as exploring the relationship between perceived service quality with customer loyalty and corporate image. Additionally, this study is one of the few studies on quality certification related to the demand perspective and also on the mediating role of image on the relationship between service quality and loyalty in the hotel industry.