Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri

The purpose of this study was to assist Selesa Beach Resort, Port Dickson in improving their service quality towards increasing the customer loyalty. The results of this study illustrate to develop a clear understanding on the dimensions of service quality in the context of Selesa Beach Resort, Port...

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Main Author:	Bakri, Siti Zubaidah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2007
Subjects:	Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations
Online Access:	http://ir.uitm.edu.my/id/eprint/21311/ http://ir.uitm.edu.my/id/eprint/21311/1/PPb_SITI%20ZUBAIDAH%20BAKRI%20M%20BM%2007_5.pdf

id	uitm-21311
recordtype	eprints
spelling	uitm-213112018-10-23T09:33:17Z http://ir.uitm.edu.my/id/eprint/21311/ Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri Bakri, Siti Zubaidah Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations The purpose of this study was to assist Selesa Beach Resort, Port Dickson in improving their service quality towards increasing the customer loyalty. The results of this study illustrate to develop a clear understanding on the dimensions of service quality in the context of Selesa Beach Resort, Port Dickson. Furthennore, it would help to identify the factors affecting the customer's behavioral intentions towards Selesa Beach Resort, Port Dickson. The study is hoped to suggest several methods that could be taken to improve the service quality that could be used as an input in designing customer retention strategies. The researcher investigated the degree to which behavioral intentions could be explained by service quality dimensions. Zeithaml et's (1996) theoretical framework was used to measure behavioral intentions while the five dimensions of SERVQUAL were used to measured perceived service quality. A total of 80 customers of Selesa Beach Resort, Port Dickson participated in this study. The results indicated that the tangibles factors of service quality explained a highest proportion of customer's behavioral intentions towards Selesa Beach Resort, Port Dickson (52.2 percent) among five dimensions of service quality. There is a strong relationship between each dimension of service quality and behavioral intentions especially reliability with the highest contingency coefficient of 0.949. The findings also indicated that the customers of Selesa Beach Resort, Port Dickson are highly price conscious and not strongly loyal to the hotel. However, in general the customer evaluated the quality of the service as good and they have favorable intentions towards this hotel. Faculty of Business and Management 2007 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/21311/1/PPb_SITI%20ZUBAIDAH%20BAKRI%20M%20BM%2007_5.pdf Bakri, Siti Zubaidah (2007) Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations
spellingShingle	Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Customer services. Customer relations Bakri, Siti Zubaidah Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri
description	The purpose of this study was to assist Selesa Beach Resort, Port Dickson in improving their service quality towards increasing the customer loyalty. The results of this study illustrate to develop a clear understanding on the dimensions of service quality in the context of Selesa Beach Resort, Port Dickson. Furthennore, it would help to identify the factors affecting the customer's behavioral intentions towards Selesa Beach Resort, Port Dickson. The study is hoped to suggest several methods that could be taken to improve the service quality that could be used as an input in designing customer retention strategies. The researcher investigated the degree to which behavioral intentions could be explained by service quality dimensions. Zeithaml et's (1996) theoretical framework was used to measure behavioral intentions while the five dimensions of SERVQUAL were used to measured perceived service quality. A total of 80 customers of Selesa Beach Resort, Port Dickson participated in this study. The results indicated that the tangibles factors of service quality explained a highest proportion of customer's behavioral intentions towards Selesa Beach Resort, Port Dickson (52.2 percent) among five dimensions of service quality. There is a strong relationship between each dimension of service quality and behavioral intentions especially reliability with the highest contingency coefficient of 0.949. The findings also indicated that the customers of Selesa Beach Resort, Port Dickson are highly price conscious and not strongly loyal to the hotel. However, in general the customer evaluated the quality of the service as good and they have favorable intentions towards this hotel.
format	Student Project
author	Bakri, Siti Zubaidah
author_facet	Bakri, Siti Zubaidah
author_sort	Bakri, Siti Zubaidah
title	Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri
title_short	Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri
title_full	Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri
title_fullStr	Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri
title_full_unstemmed	Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri
title_sort	service quality factors effecting customer's behavioral intentions towards selesa beach resort, port dickson / siti zubaidah bakri
publisher	Faculty of Business and Management
publishDate	2007
url	http://ir.uitm.edu.my/id/eprint/21311/ http://ir.uitm.edu.my/id/eprint/21311/1/PPb_SITI%20ZUBAIDAH%20BAKRI%20M%20BM%2007_5.pdf
first_indexed	2023-09-18T23:06:18Z
last_indexed	2023-09-18T23:06:18Z
_version_	1777418505514123264

Service quality factors effecting customer's behavioral intentions towards Selesa Beach Resort, Port Dickson / Siti Zubaidah Bakri

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