Using the servqual model to assess service quality in tourism in Melaka

Othman, Nur Syafiqah (2018) Using the servqual model to assess service quality in tourism in Melaka. Project Report. Universiti Teknikal Malaysia Melaka, Melaka, Malaysia. (Submitted)

	Text (24 Pages) Using The Servqual Model To Assess Service Quality In Tourism In Melaka.pdf - Submitted Version Download (444kB)
	Text (Full Text) Using the servqual model to assess service quality in tourism in Melaka.pdf - Submitted Version Restricted to Registered users only Download (1MB)

Abstract

(Mathieson and Wall,1982) has stated tourism as the momentary act of people to destinations outside their normal places of work and mansion house,the activities undertaken during their stay in those destinations,and the inspection and repair created to provide to their needs.The study was carried with the objective of understanding the level of gap exists between expectation and perceived among the tourists in Melaka in the context of service quality.This study is measuring service quality by using SERVQUAL Model.SERVQUAL examines five dimensions of service quality,responsiveness,assurance, empathy,tangible and reliability.For each dimension of service quality measures both the expectation and perceived of the service on a scale of 1 to 5,total questions in the questionnaire are 25.Through Gap analysis the score is calculated by subtracting the perceived score from expectation score.A negative Gap indicates that the actual service is less than what was expected and the gap is highlighted area for improvement. Convenience sample of 350 questionnaire has been used for answering the research question.The finding of this study showed there is gap exists between expectation and perceived of the tourists that come to Melaka.

Actions (login required)

View Item