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Customer satisfaction and loyalty in Malaysian resort hotels: The role of empathy, reliability and tangible dimensions of service quality

Yeong, Si Ni; Knox, Dan; Prabhakar, Guru

Customer satisfaction and loyalty in Malaysian resort hotels: The role of empathy, reliability and tangible dimensions of service quality Thumbnail


Authors

Si Ni Yeong

Dan Knox Dan.Knox@uwe.ac.uk
Associate Professor



Abstract

This paper applies the SERVQUAL model for the purpose of examining the impacts of the five dimensions of service quality on customer satisfaction and customer loyalty in the hotel industry in Malaysia, and to investigate which factors among said dimensions (tangibles, reliability, responsiveness, assurance and empathy) have a major role in affecting customer satisfaction and loyalty in relation to resort hotels. Questionnaires were used to collect quantitative data for this research by deploying a random sampling strategy to invite 136 hotel guests to complete the survey. The key findings indicate that empathy, tangibles and reliability have significant roles in affecting overall customer satisfaction in the Malaysian resort hotel sector but that responsiveness and assurance were not significantly influential. Empathy was the most significant predictor of customer satisfaction among all of the dimensions, and customer satisfaction has a positive relationship with customer loyalty in this context.

Journal Article Type Article
Acceptance Date Nov 1, 2019
Online Publication Date Aug 11, 2020
Publication Date 2022
Deposit Date Nov 18, 2019
Publicly Available Date Aug 12, 2021
Journal International Journal of Services and Operations Management
Print ISSN 1744-2370
Publisher Inderscience
Peer Reviewed Peer Reviewed
Volume 41
Issue 4
Pages 444 - 462
DOI https://doi.org/10.1504/IJSOM.2020.10028391
Keywords Service Quality; Customer Satisfaction; Customer Loyalty; Hotel Industry; Malaysia
Public URL https://uwe-repository.worktribe.com/output/4676122
Publisher URL https://www.inderscience.com/jhome.php?jcode=ijsom#v34

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