Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman

First and foremost, state of Melaka is a historical city with domestic and international tourists that come over and enjoy the attractions available here. Apart from the main attraction of A’Famosa Porte De Santiago building, Melaka River Cruise (MRC) becomes the latest famous attraction in Melaka....

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Main Authors:	Mohd Khatib, Farizan Nur ‘Izzati, Kamarulzaman, Nurizzati, Zulkefliy, Muhammad Wan Faiz
Format:	Student Project
Language:	English
Published:	Faculty of Hotel and Tourism Management 2013
Online Access:	http://ir.uitm.edu.my/id/eprint/17210/ http://ir.uitm.edu.my/id/eprint/17210/2/PPb_FARIZAN%20NUR%20%E2%80%98IZZATI%20%20MOHD%20KHATIB%20HM%2013_5.pdf

id	uitm-17210
recordtype	eprints
spelling	uitm-172102019-02-04T05:03:46Z http://ir.uitm.edu.my/id/eprint/17210/ Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman Mohd Khatib, Farizan Nur ‘Izzati Kamarulzaman, Nurizzati Zulkefliy, Muhammad Wan Faiz First and foremost, state of Melaka is a historical city with domestic and international tourists that come over and enjoy the attractions available here. Apart from the main attraction of A’Famosa Porte De Santiago building, Melaka River Cruise (MRC) becomes the latest famous attraction in Melaka. MRC is a good experience for customer to get the new experience because they can see the real history of the Malacca state through the one of the historic river in the world. With the increasing number of tourist that come to experience the river cruise, the researchers intended to make a study on level of MRC service quality performance towards customer satisfaction. Using the cross- sectional study, the researchers carried out self-administered questionnaire to obtain results on customer satisfaction. The measurement of customer satisfaction used in this study was SERVQUAL by Parasuraman (1988). It is proven that among the all the dimensions of SERVQUAL, tangibility is the strongest predictor that affect customer satisfaction. Thus the researchers agreed to conclude that the management of MRC should emphasized on the tangibility of their product to further increase the customer satisfaction. Faculty of Hotel and Tourism Management 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17210/2/PPb_FARIZAN%20NUR%20%E2%80%98IZZATI%20%20MOHD%20KHATIB%20HM%2013_5.pdf Mohd Khatib, Farizan Nur ‘Izzati and Kamarulzaman, Nurizzati and Zulkefliy, Muhammad Wan Faiz (2013) Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
description	First and foremost, state of Melaka is a historical city with domestic and international tourists that come over and enjoy the attractions available here. Apart from the main attraction of A’Famosa Porte De Santiago building, Melaka River Cruise (MRC) becomes the latest famous attraction in Melaka. MRC is a good experience for customer to get the new experience because they can see the real history of the Malacca state through the one of the historic river in the world. With the increasing number of tourist that come to experience the river cruise, the researchers intended to make a study on level of MRC service quality performance towards customer satisfaction. Using the cross- sectional study, the researchers carried out self-administered questionnaire to obtain results on customer satisfaction. The measurement of customer satisfaction used in this study was SERVQUAL by Parasuraman (1988). It is proven that among the all the dimensions of SERVQUAL, tangibility is the strongest predictor that affect customer satisfaction. Thus the researchers agreed to conclude that the management of MRC should emphasized on the tangibility of their product to further increase the customer satisfaction.
format	Student Project
author	Mohd Khatib, Farizan Nur ‘Izzati Kamarulzaman, Nurizzati Zulkefliy, Muhammad Wan Faiz
spellingShingle	Mohd Khatib, Farizan Nur ‘Izzati Kamarulzaman, Nurizzati Zulkefliy, Muhammad Wan Faiz Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
author_facet	Mohd Khatib, Farizan Nur ‘Izzati Kamarulzaman, Nurizzati Zulkefliy, Muhammad Wan Faiz
author_sort	Mohd Khatib, Farizan Nur ‘Izzati
title	Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_short	Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_full	Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_fullStr	Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_full_unstemmed	Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman
title_sort	customer satisfaction towards service quality of melaka river cruise / farizan nur ‘izzati mohd khatib , muhammad wan faiz zulkefliy and nurizzati kamarulzaman
publisher	Faculty of Hotel and Tourism Management
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/17210/ http://ir.uitm.edu.my/id/eprint/17210/2/PPb_FARIZAN%20NUR%20%E2%80%98IZZATI%20%20MOHD%20KHATIB%20HM%2013_5.pdf
first_indexed	2023-09-18T22:57:48Z
last_indexed	2023-09-18T22:57:48Z
_version_	1777417970602999808

Customer satisfaction towards service quality of Melaka River Cruise / Farizan Nur ‘Izzati Mohd Khatib , Muhammad Wan Faiz Zulkefliy and Nurizzati Kamarulzaman

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