An assessment of customer satisfaction using SERVQUAL model in Melaka halal hotel

Wong, Pit Yin (2019) An assessment of customer satisfaction using SERVQUAL model in Melaka halal hotel. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

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Abstract

The service quality in Halal hotel sector is a key determination toward successful market. The current trend of enhancing good quality management in Halal hotel affect the goal of competitive advantage between Halal hotel. The conceptual model of service quality is needed to understand the provenance of service quality and potential gaps in quality. The study aims to help the Halal hotel to measure the service quality by using the SERVQUAL model. The study consists of five independents variables which are tangible, empathy, reliability, assurance and responsiveness while the dependent variable is customer satisfaction. The survey data was collected from 150 respondents were analysed using Statistical Package from the Social Science (SPSS 23.0). This research uses the cluster sampling technique as probability sampling. The findings of this research contribute to the Syariah compliance hoteliers as well as the government over Malaysia tourism industry.

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