Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman

The purpose of this research is to study the factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru. While service quality is considered as an important factor on generating customer satisfaction and repurchase intention. Methodology – The SERVQUAL Model develop...

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Bibliographic Details
Main Author:	Sulaiman, Nurul Amanina
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2019
Subjects:	Consumer satisfaction Purchasing. Selling. Sales personnel. Sales executives
Online Access:	http://ir.uitm.edu.my/id/eprint/23612/ http://ir.uitm.edu.my/id/eprint/23612/1/PPb_NURUL%20AMANINA%20SULAIMAN%20M%20BM%2019_5.pdf

id	uitm-23612
recordtype	eprints
spelling	uitm-236122019-03-29T01:17:44Z http://ir.uitm.edu.my/id/eprint/23612/ Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman Sulaiman, Nurul Amanina Consumer satisfaction Purchasing. Selling. Sales personnel. Sales executives The purpose of this research is to study the factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru. While service quality is considered as an important factor on generating customer satisfaction and repurchase intention. Methodology – The SERVQUAL Model developed by Parasuraman, Zeithaml and Berry (1988) was used in order to gather information data and to asses the variables of the study. It consists of a structured questionnaire used through google form. The questionnaire used Likert scale to collect hotel guest perception on service quality and customer satisfaction. The sample is composed of individual who stayed at 5-star hotels in Johor Bahru. Findings – The results of the statistical analysis of the collected data show the significant factors that influence customer’s satisfaction towards 5-star hotel services in Johor Bahru. Faculty of Business and Management 2019 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/23612/1/PPb_NURUL%20AMANINA%20SULAIMAN%20M%20BM%2019_5.pdf Sulaiman, Nurul Amanina (2019) Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman. [Student Project] (Unpublished)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	Consumer satisfaction Purchasing. Selling. Sales personnel. Sales executives
spellingShingle	Consumer satisfaction Purchasing. Selling. Sales personnel. Sales executives Sulaiman, Nurul Amanina Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman
description	The purpose of this research is to study the factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru. While service quality is considered as an important factor on generating customer satisfaction and repurchase intention. Methodology – The SERVQUAL Model developed by Parasuraman, Zeithaml and Berry (1988) was used in order to gather information data and to asses the variables of the study. It consists of a structured questionnaire used through google form. The questionnaire used Likert scale to collect hotel guest perception on service quality and customer satisfaction. The sample is composed of individual who stayed at 5-star hotels in Johor Bahru. Findings – The results of the statistical analysis of the collected data show the significant factors that influence customer’s satisfaction towards 5-star hotel services in Johor Bahru.
format	Student Project
author	Sulaiman, Nurul Amanina
author_facet	Sulaiman, Nurul Amanina
author_sort	Sulaiman, Nurul Amanina
title	Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman
title_short	Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman
title_full	Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman
title_fullStr	Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman
title_full_unstemmed	Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman
title_sort	factors influencing customer’s satisfaction towards 5-star hotel services in johor bahru / nurul amanina sulaiman
publisher	Faculty of Business and Management
publishDate	2019
url	http://ir.uitm.edu.my/id/eprint/23612/ http://ir.uitm.edu.my/id/eprint/23612/1/PPb_NURUL%20AMANINA%20SULAIMAN%20M%20BM%2019_5.pdf
first_indexed	2023-09-18T23:11:03Z
last_indexed	2023-09-18T23:11:03Z
_version_	1777418804382400512

Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman

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