Factors influencing the customer selection of hotel in Labuan: Hotel attributes

Sim, Sylvia Kim Jiew (2006) Factors influencing the customer selection of hotel in Labuan: Hotel attributes. Masters thesis, Universiti Malaysia Sabah.


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This study aims to examine the hotel attributes that Influence the customer selection of hotel in Labuan. Hotel operators in Labuan need to understand how and what make guests selected their hotels. This will help them to Improve and upgrade their service and facilities to meet their customer expectation as well as attract new potential customer to their hotel. A survey was conducted among the hotel guests and potential customer in Labuan from March 2006 to April 2006. A total of 171 usable questionnaires were collected for this study. The result from the analysis found that only safety and security does not significantly influence customer selection of hotel. While hotel attributes for brand and hotel rating, transportation, hospitality, accommodation and supplementary service have high and positive significant influence on customer selection. The hotel operator need to emphasize on these hotels attributes to influences their customer to select their hotel in future.

Item Type: Thesis (Masters)
Uncontrolled Keywords: decision making, hotel attributes, selection of hotel, customer expectation
Subjects: T Technology > TX Home economics
Divisions: SCHOOL > School of Business and Economics
Depositing User: ADMIN ADMIN
Date Deposited: 12 Mar 2015 04:45
Last Modified: 06 Nov 2017 08:52
URI: http://eprints.ums.edu.my/id/eprint/10647

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