The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz

In the highly competitive tourism industry, improving service quality to gain competitive advantages is very important in order to remain competitive in tourism business and hence grow. It is very important for service provider to know how to measure these constructs from the tourists' perspect...

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Main Authors:	Shaharruzzaman, Syahira Farzana, Zainal, Nurul Fathiah, Abd Aziz, Mohd Firdaus
Format:	Student Project
Language:	English
Published:	Faculty of Hotel and Tourism Management 2013
Online Access:	http://ir.uitm.edu.my/id/eprint/17231/ http://ir.uitm.edu.my/id/eprint/17231/2/PPb_SYAHIRA%20FARZANA%20SHAHARRUZZAMAN%20HM%2013_5.pdf

id	uitm-17231
recordtype	eprints
spelling	uitm-172312019-09-20T07:51:56Z http://ir.uitm.edu.my/id/eprint/17231/ The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz Shaharruzzaman, Syahira Farzana Zainal, Nurul Fathiah Abd Aziz, Mohd Firdaus In the highly competitive tourism industry, improving service quality to gain competitive advantages is very important in order to remain competitive in tourism business and hence grow. It is very important for service provider to know how to measure these constructs from the tourists' perspective in order to better understand their needs and hence satisfy them. Service quality is considered very important because it leads to higher customer satisfaction, profitability and lead to sustainable management of tourist attractions. Tourist satisfaction is recognized as one of the key judgments that tourists use to measure tourism services. This study examined the relationship between service quality and tourist satisfaction of tourists that have experienced Melaka Duck Tours using SERVQUAL model and analyzed which dimension of service quality that most influenced the tourist satisfaction using multiple regression analysis. This field research was conducted at the Melaka Duck Tours. The model was tested using data collected from 50 tourists. The results revealed that service quality has a positive relationship on tourist satisfaction. The result of this study also revealed that tangible was the most influencing dimension of service quality. The results also provide potential guidelines for Melaka Duck Tours management to be able to retain the quality of service that is considered satisfactory by the tourists and will improve the quality of services that are deemed less satisfactory by the tourists. Faculty of Hotel and Tourism Management 2013 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17231/2/PPb_SYAHIRA%20FARZANA%20SHAHARRUZZAMAN%20HM%2013_5.pdf Shaharruzzaman, Syahira Farzana and Zainal, Nurul Fathiah and Abd Aziz, Mohd Firdaus (2013) The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz. [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	In the highly competitive tourism industry, improving service quality to gain competitive advantages is very important in order to remain competitive in tourism business and hence grow. It is very important for service provider to know how to measure these constructs from the tourists' perspective in order to better understand their needs and hence satisfy them. Service quality is considered very important because it leads to higher customer satisfaction, profitability and lead to sustainable management of tourist attractions. Tourist satisfaction is recognized as one of the key judgments that tourists use to measure tourism services. This study examined the relationship between service quality and tourist satisfaction of tourists that have experienced Melaka Duck Tours using SERVQUAL model and analyzed which dimension of service quality that most influenced the tourist satisfaction using multiple regression analysis. This field research was conducted at the Melaka Duck Tours. The model was tested using data collected from 50 tourists. The results revealed that service quality has a positive relationship on tourist satisfaction. The result of this study also revealed that tangible was the most influencing dimension of service quality. The results also provide potential guidelines for Melaka Duck Tours management to be able to retain the quality of service that is considered satisfactory by the tourists and will improve the quality of services that are deemed less satisfactory by the tourists.
format	Student Project
author	Shaharruzzaman, Syahira Farzana Zainal, Nurul Fathiah Abd Aziz, Mohd Firdaus
spellingShingle	Shaharruzzaman, Syahira Farzana Zainal, Nurul Fathiah Abd Aziz, Mohd Firdaus The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz
author_facet	Shaharruzzaman, Syahira Farzana Zainal, Nurul Fathiah Abd Aziz, Mohd Firdaus
author_sort	Shaharruzzaman, Syahira Farzana
title	The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz
title_short	The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz
title_full	The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz
title_fullStr	The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz
title_full_unstemmed	The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz
title_sort	influence of service quality towards tourist satisfaction: melaka duck tours / syahira farzana shaharruzzaman , nurul fathiah zainal and mohd firdaus abd aziz
publisher	Faculty of Hotel and Tourism Management
publishDate	2013
url	http://ir.uitm.edu.my/id/eprint/17231/ http://ir.uitm.edu.my/id/eprint/17231/2/PPb_SYAHIRA%20FARZANA%20SHAHARRUZZAMAN%20HM%2013_5.pdf
first_indexed	2023-09-18T22:57:51Z
last_indexed	2023-09-18T22:57:51Z
_version_	1777417973690007552

The influence of service quality towards tourist satisfaction: Melaka Duck Tours / Syahira Farzana Shaharruzzaman , Nurul Fathiah Zainal and Mohd Firdaus Abd Aziz

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