Paper
Service Quality Dimensions and Tourist Satisfaction towards Melaka Hotels
- Authors:
- Robert J. Nathan; Carolyn Koh; Goh Ling Shing
- Abstract
- This study examines the relationship between service quality dimensions and customer satisfaction with regard to services offered by hotels in Melaka. Service Quality dimensions were derived from the RATER model. Through a sample of 250 respondents, result shows that reliability is the most important dimension of service quality that determines customer satisfaction towards hotel services in Melaka. The study finds assurance and empathy significantly low in contribution towards customer satisfaction. It is important to focus and emphasize the right dimensions of service quality in ensuring customer satisfaction towards Melaka hotels.
- Keywords
- Hotel Service Quality; Reliability; Assurance; Tangibles; Empathy; Responsiveness
- StartPage
- 26
- EndPage
- 32
- Doi