Lee, Kinshah Kim Shah (2004) Service quality, customer satisfaction and service loyalty of Sabah's tourism industry. Masters thesis, Universiti Malaysia Sabah.
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Abstract
In today's globalised and borderless market, quality is an essential element for the survival and growth of any business organization. It is so important that quality become an issue of global concern in the tourism industry. Many researchers of service quality have found out that service quality does influence loyalty and customer satisfaction mediates the relationship between service quality and service loyalty. In other word, satisfied customers would tend to stay loyal to the service provider. In this study of service quality, customer satisfaction and service loyalty of the tour and travel agents in Sabah, the result indicates that there is a strong relationship between the service quality and service loyalty and it is also found that the customer satisfaction does mediates the relationship between the service quality and service loyalty.
| Item Type: | Thesis (Masters) |
|---|---|
| Keyword: | Service quality, Customer satisfaction, Service loyalty, Tourism industry, Travel agencies, Sabah, Customer behavior, Mediating effect |
| Subjects: | T Technology > TX Home economics > TX1-1110 Home economics > TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service |
| Department: | SCHOOL > School of Business and Economics |
| Depositing User: | DG MASNIAH AHMAD - |
| Date Deposited: | 07 Jul 2025 15:00 |
| Last Modified: | 07 Jul 2025 15:00 |
| URI: | https://eprints.ums.edu.my/id/eprint/44359 |
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