Customer satisfaction and loyalty in Malaysian resort hotels: The role of empathy, reliability and tangible dimensions of service quality
(2020)
Journal Article
Yeong, S. N., Knox, D., & Prabhakar, G. (2022). Customer satisfaction and loyalty in Malaysian resort hotels: The role of empathy, reliability and tangible dimensions of service quality. International Journal of Services and Operations Management, 41(4), 444 - 462. https://doi.org/10.1504/IJSOM.2020.10028391
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 dim... Read More about Customer satisfaction and loyalty in Malaysian resort hotels: The role of empathy, reliability and tangible dimensions of service quality.