The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail

This study attempts to measure relationship between service quality and value towards customers’ satisfaction on hospitality service in Malaysian Armed Forces using a modified version of the LODGSERV and SERVQUAL instrument (Parasuraman, Zeithaml and Berry, 1988). All five dimensions of service qual...

Full description

Bibliographic Details
Main Author:	Ismail, Roswadi
Format:	Thesis
Language:	English
Published:	2010
Online Access:	http://ir.uitm.edu.my/id/eprint/17687/ http://ir.uitm.edu.my/id/eprint/17687/1/TM_ROSWADI%20ISMAIL%20HM%2010_5.pdf

id	uitm-17687
recordtype	eprints
spelling	uitm-176872019-03-25T08:17:55Z http://ir.uitm.edu.my/id/eprint/17687/ The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail Ismail, Roswadi This study attempts to measure relationship between service quality and value towards customers’ satisfaction on hospitality service in Malaysian Armed Forces using a modified version of the LODGSERV and SERVQUAL instrument (Parasuraman, Zeithaml and Berry, 1988). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during check-out time at banquet hall and dinnertime at dining hall Wisma Transit Kuala Lumpur. All customers who check-out before departure to Sabah & Sarawak will assemble at banquet hall. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the relationship between service quality and value towards customers’ perceived service quality for five dimensions on hospitality service at Wisma Transit and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for staying. The results of this study will asssist Wisma Transit management to assess the service quality provided to its patrons. Results of this study will also help Wisma Transit management establish a total quality management (TQM) program to improve overall service quality to its patrons. 2010 Thesis NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17687/1/TM_ROSWADI%20ISMAIL%20HM%2010_5.pdf Ismail, Roswadi (2010) The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail. Masters thesis, Universiti Teknologi MARA.
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
description	This study attempts to measure relationship between service quality and value towards customers’ satisfaction on hospitality service in Malaysian Armed Forces using a modified version of the LODGSERV and SERVQUAL instrument (Parasuraman, Zeithaml and Berry, 1988). All five dimensions of service quality, being tangibles, reliability, responsiveness, assurance, and empathy, will be used. The questionnaire survey will be conducted on a two-week period during check-out time at banquet hall and dinnertime at dining hall Wisma Transit Kuala Lumpur. All customers who check-out before departure to Sabah & Sarawak will assemble at banquet hall. The Cronboch Coefficient Alpha will be used to test the construct reliability. Analysis of variance (ANOVA) will be used to determine the relationship between service quality and value towards customers’ perceived service quality for five dimensions on hospitality service at Wisma Transit and different groups of loyalty. In addition, correlation analysis will be used to determine the relationship between customers’ perceived service quality and customers’ characteristics such as gender, marital status, age, and reasons for staying. The results of this study will asssist Wisma Transit management to assess the service quality provided to its patrons. Results of this study will also help Wisma Transit management establish a total quality management (TQM) program to improve overall service quality to its patrons.
format	Thesis
author	Ismail, Roswadi
spellingShingle	Ismail, Roswadi The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
author_facet	Ismail, Roswadi
author_sort	Ismail, Roswadi
title	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_short	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_full	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_fullStr	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_full_unstemmed	The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail
title_sort	impact of values on service quality towards customer satisfaction : a case study on maf hospitality services / roswadi ismail
publishDate	2010
url	http://ir.uitm.edu.my/id/eprint/17687/ http://ir.uitm.edu.my/id/eprint/17687/1/TM_ROSWADI%20ISMAIL%20HM%2010_5.pdf
first_indexed	2023-09-18T22:58:50Z
last_indexed	2023-09-18T22:58:50Z
_version_	1777418036567867392

The impact of values on service quality towards customer satisfaction : a case study on MAF hospitality services / Roswadi Ismail

Similar Items