Perception of service quality on customer satisfaction of hotel services in Malacca city

Sy Othman, Syed Abdul Alif (2019) Perception of service quality on customer satisfaction of hotel services in Malacca city. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

The current study measures the customer satisfaction level of service quality through interaction quality, physical environment quality, and outcome quality in three-, four- and five-star hotels of Malacca City, and presents a hypothesized model for customer satisfaction using performance-only scale. The measuring instrument was administered to 250 hotel customers for this purpose. The results of the path analysis showed that quality of interaction, physical environment and quality of results have a significant positive effect on customer satisfaction. The hypothesized model and results are discussed in detail.

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