Examining the correlations of hotel service quality with tourists satisfaction

Norazah Mohd Suki, (2013) Examining the correlations of hotel service quality with tourists satisfaction. World Applied Sciences Journal 12 (Special Issue of Tourism & Hospitality), 21 (12). pp. 1816-1820. ISSN 1818-4952

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Abstract

This study aims to examine the correlation of hotel service quality (i.e. assurance, reliability, responsiveness, tangibles and empathy) with tourists’ satisfaction. Results via correlation analysis, among 200 respondents who have already experienced the tourism product and services in Federal Territory of Labuan, Malaysia revealed that service quality is significantly correlated with empathy, reliability, responsiveness and tangibles. The first served as the best predictor of tourists satisfaction followed by the latter. The findings imply the need for hotel providers to strategically leverage on these factors in its pursuit of tourists satisfaction. Direction for future study of study is also mentioned.

Item Type: Article
Uncontrolled Keywords: Assurance, Reliability, Responsiveness, Tangibles, Empathy, Service Quality
Subjects: H Social Sciences > HF Commerce
Divisions: FACULTY > Labuan Faculty of International Finance
Depositing User: Munira
Date Deposited: 29 Mar 2018 02:11
Last Modified: 29 Mar 2018 02:11
URI: http://eprints.ums.edu.my/id/eprint/19640

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