Universiti Teknologi Malaysia Institutional Repository

The effects of service quality, customer satisfaction on re-patronage intentions of a hotel’s existing customers

Tee, Chai Huat and Thoo, Ai Chin and Rasli, Amran and Md. Yusoff, Rosman and Huam, Hon Tat (2012) The effects of service quality, customer satisfaction on re-patronage intentions of a hotel’s existing customers. International Journal of Management and Administrative Sciences, 1 (8). pp. 1-6. ISSN 2225-7225

Full text not available from this repository.

Official URL: http://www.ijmas.org/archives.htm

Abstract

The purpose of this paper is to examine the relationship between service quality, customer satisfaction and existing customer’s re-patronage intentions in the context of the hotel industryThe paper is a descriptive study that reviews the service marketing literature and proposes a model for hotel industry in the light of three key constructs: service quality, customer satisfaction and re-patronage intentions.,The study found that two dimensions of service quality, namely, assurance and empathy were significantly and positively associated with customer satisfaction. Customer satisfaction was found to be positively associated with re-patronage intentions. Due to time and resource constraints, the study was conducted in a single hotel. Assurance and empathy may be used in practice by focusing on these two dimensions as well as to accommodate the conditions of the hotel.The paper is an innovative way of looking at service quality that is being provided by a two-star hotel in the southern region of Malaysia.

Item Type:Article
Uncontrolled Keywords:Service quality, Customer satisfaction, Re-patronage intentions, hotel industry
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:Management and Human Resource Development (Formerly known)
ID Code:33585
Deposited By: Fazli Masari
Deposited On:07 May 2014 15:53
Last Modified:31 Mar 2019 16:23

Repository Staff Only: item control page