Pengukuran kepuasan pelanggan dalaman bagi industri hospitaliti: kajian kes industri perhotelan di Pantai Timur Semenanjung Malaysia
This study investigates the internal customer’s satisfaction level for the East Coast hotel industry using the SERVQUAL Model. Through SERVQUAL Model, the quality of services provided by each Human Resource Department from selected hotels are assessed by determining the expectation and perception...
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| Format: | Article |
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Penerbit ukm
2009
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| Online Access: | http://journalarticle.ukm.my/1922/ http://journalarticle.ukm.my/1922/ |
| Summary: | This study investigates the internal customer’s satisfaction level for the East Coast hotel
industry using the SERVQUAL Model. Through SERVQUAL Model, the quality of services
provided by each Human Resource Department from selected hotels are assessed by
determining the expectation and perception of its internal customers. Eighty-five respondents
from five different hotels have been selected in this study. A stratified random sampling
method was utilised and data was collected via questionnaires. The result of the analysis show
that the quality of services provided by the Human Resource Department fell short of the
satisfaction level expected by its internal customers. This is demonstrated by a huge gap
presence in the responsiveness dimension, which is an important dimension, based on the
opinion of the internal customers. The Quality Ratio Analysis found the responsiveness
dimension as the main dimension that failed to fulfil the minimum expectation of internal
customers. Hence, the Human Resource Department needs to improve and prioritise further
the responsiveness dimension in order to provide satisfactory service to the internal
customers |
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