A study of tourist satisfaction using service quality dimensions for homestay ventures in Labuan

Noor Na'im Shah M.Effandy (2011) A study of tourist satisfaction using service quality dimensions for homestay ventures in Labuan. Masters thesis, Universiti Malaysia Sabah.


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Service quality is important to the service providers. However, the service provider faces lots of problem when they want to deliver quality services to their customer. In Homestay Labuan, they did not know either their guests are satisfied or not with their service quality. Therefore, this study has identified the satisfaction levels and examined the significantly influence of the service quality on customer satisfaction of the guests at Homestay Labuan. In conducting this study, there were five dimensions of service quality that will be observed which included tangible, reliability, responsiveness, assurance, and empathy that might convince the up and down of reputation of the homestay programme in Homestay Labuan. This study has employed quantitative approach and the descriptive study has been undertaken in order to ascertain and be able to describe the characteristics of the variables of interest in a situation. The researcher used correlational investigation because this research is about to observe the influence among the variables. Besides, individual level used as the unit of analysis for this research. For the time horizon of this study, a cross sectional study was the appropriate technique and the respondents were the guests which can be divided into two groups which are domestic and foreign guests. To gain response and information from particular respondents which afterwards the data has been used to been analyzed and tested in order to achieve the research objective, the questionnaire and the survey has been used to complete this study. All the dimensions (tangibility, responsiveness, assurance, and empathy) are significantly influence on customer satisfaction except for perceived reliability. It is important for the service providers to satisfy their customers which can be resulted the repeat purchase from their customers. It was also found out that by providing better service quality would lead to customer satisfaction.

Item Type: Thesis (Masters)
Uncontrolled Keywords: service quality, service provider, satisfaction level, influence
Subjects: H Social Sciences > HF Commerce
Divisions: SCHOOL > School of Business and Economics
Date Deposited: 02 Oct 2013 06:45
Last Modified: 12 Oct 2017 02:44
URI: http://eprints.ums.edu.my/id/eprint/7150

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