Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]

Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a pro...

Full description

Bibliographic Details
Main Authors:	Sulaiman, Suria, Mohd Asri, Dian Aszyanti Atirah, Azmi, Azila, Mohamad Khamis, Nor Fazllina
Format:	Article
Language:	English
Published:	Universiti Teknologi Mara Cawangan Pulau Pinang 2020
Subjects:	Customer services. Customer relations Research Methodology
Online Access:	http://ir.uitm.edu.my/id/eprint/28818/ http://ir.uitm.edu.my/id/eprint/28818/ http://ir.uitm.edu.my/id/eprint/28818/1/AJ_SURIA%20SULAIMAN%20EAJ%20P%2020.pdf

id	uitm-28818
recordtype	eprints
spelling	uitm-288182020-03-20T09:49:38Z http://ir.uitm.edu.my/id/eprint/28818/ Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.] Sulaiman, Suria Mohd Asri, Dian Aszyanti Atirah Azmi, Azila Mohamad Khamis, Nor Fazllina Customer services. Customer relations Research Methodology Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a product or services from the spa industry required product or services that meet their expectations. However, lack of skill of the staff and discomfort ambiance can lead to the unsatisfaction towards the service quality and decrease the level of customer satisfaction in the spa. The objective of this research is to find a relationship between the service quality of staff and ambiance towards customer satisfaction in the spa. This research used a questionnaire survey in order to gather the data. 300 respondents took part in the survey which is conducted in Penang focusing at Batu Ferringhi area. Findings show that there is a relationship between service quality of staff and also ambiance towards customer satisfaction in the spa. Universiti Teknologi Mara Cawangan Pulau Pinang 2020-01 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/28818/1/AJ_SURIA%20SULAIMAN%20EAJ%20P%2020.pdf Sulaiman, Suria and Mohd Asri, Dian Aszyanti Atirah and Azmi, Azila and Mohamad Khamis, Nor Fazllina (2020) Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]. ESTEEM Journal of Social Sciences and Humanities, 4. pp. 115-124. ISSN 2600-7274 http://ejssh.uitm.edu.my
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Customer services. Customer relations Research Methodology
spellingShingle	Customer services. Customer relations Research Methodology Sulaiman, Suria Mohd Asri, Dian Aszyanti Atirah Azmi, Azila Mohamad Khamis, Nor Fazllina Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
description	Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a product or services from the spa industry required product or services that meet their expectations. However, lack of skill of the staff and discomfort ambiance can lead to the unsatisfaction towards the service quality and decrease the level of customer satisfaction in the spa. The objective of this research is to find a relationship between the service quality of staff and ambiance towards customer satisfaction in the spa. This research used a questionnaire survey in order to gather the data. 300 respondents took part in the survey which is conducted in Penang focusing at Batu Ferringhi area. Findings show that there is a relationship between service quality of staff and also ambiance towards customer satisfaction in the spa.
format	Article
author	Sulaiman, Suria Mohd Asri, Dian Aszyanti Atirah Azmi, Azila Mohamad Khamis, Nor Fazllina
author_facet	Sulaiman, Suria Mohd Asri, Dian Aszyanti Atirah Azmi, Azila Mohamad Khamis, Nor Fazllina
author_sort	Sulaiman, Suria
title	Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_short	Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_full	Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_fullStr	Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_full_unstemmed	Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
title_sort	customer satisfaction and service quality of spa in penang / suria sulaiman... [et al.]
publisher	Universiti Teknologi Mara Cawangan Pulau Pinang
publishDate	2020
url	http://ir.uitm.edu.my/id/eprint/28818/ http://ir.uitm.edu.my/id/eprint/28818/ http://ir.uitm.edu.my/id/eprint/28818/1/AJ_SURIA%20SULAIMAN%20EAJ%20P%2020.pdf
first_indexed	2023-09-18T23:20:44Z
last_indexed	2023-09-18T23:20:44Z
_version_	1777419413834694656

Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]

Similar Items