The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels

This paper aims to examine the effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths during their leisure stay in Muslim-Friendly (MF) hotels in Malaysia. Self-administered questionnaires measuring hotel image, brand image, employee performance and cu...

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Main Authors:	Adnan, Nur Adilah, Abdul Latif, Samshul Amry
Format:	Conference or Workshop Item
Language:	English English English
Published:	2018
Subjects:	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
Online Access:	http://irep.iium.edu.my/67811/ http://irep.iium.edu.my/67811/3/ConferenceICHPTS%20Cover.jpg http://irep.iium.edu.my/67811/4/conferenceICHPTS%20Name.jpg http://irep.iium.edu.my/67811/13/67811_The%20effects%20of%20hotel%20image%20brand%20image%20and%20employees.pdf

id	iium-67811
recordtype	eprints
spelling	iium-678112018-12-24T07:23:43Z http://irep.iium.edu.my/67811/ The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels Adnan, Nur Adilah Abdul Latif, Samshul Amry HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products This paper aims to examine the effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths during their leisure stay in Muslim-Friendly (MF) hotels in Malaysia. Self-administered questionnaires measuring hotel image, brand image, employee performance and customer satisfaction on five-point Likert scale were distributed to 300 tourists in four prominent hotels in Kuala Terengganu. The data is then analyzed by multiple regression using SPSS software. The results indicated that hotel image and employee performance were found to be significant factors in predicting Muslim youth’s customer satisfaction of their hotel accommodation and hospitality services in MF hotels. However, brand image was found to be insignificant predictor to their satisfaction. The sample of this study was limited to only Muslims and they were mainly students. However, this does not suggest that students should be ignored in terms of their purchasing power and preference. Future studies may want to include other consumer segments and examine other MF hotels or hotels with similar concepts in countries interested to tap on the Muslim tourists, for example Japan, China and Korea among others. Malaysia is known to be a MF destination among tourists from many parts of the world. By understanding how Muslim consumers’ expectations, the performance of hotel employees and hotel image can be utilized by hotel operators to enhance their marketing strategies. 2018-10-30 Conference or Workshop Item NonPeerReviewed application/pdf en http://irep.iium.edu.my/67811/3/ConferenceICHPTS%20Cover.jpg application/pdf en http://irep.iium.edu.my/67811/4/conferenceICHPTS%20Name.jpg application/pdf en http://irep.iium.edu.my/67811/13/67811_The%20effects%20of%20hotel%20image%20brand%20image%20and%20employees.pdf Adnan, Nur Adilah and Abdul Latif, Samshul Amry (2018) The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels. In: International Conference on Halal Tourism, Products and Services “Supporting the Achievement of Sustainable Development Goals” IHCTPS 2018, Oct 30 - 31 2018, Sengigi, Lombok, Indonesia. (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English English
topic	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
spellingShingle	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products Adnan, Nur Adilah Abdul Latif, Samshul Amry The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels
description	This paper aims to examine the effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths during their leisure stay in Muslim-Friendly (MF) hotels in Malaysia. Self-administered questionnaires measuring hotel image, brand image, employee performance and customer satisfaction on five-point Likert scale were distributed to 300 tourists in four prominent hotels in Kuala Terengganu. The data is then analyzed by multiple regression using SPSS software. The results indicated that hotel image and employee performance were found to be significant factors in predicting Muslim youth’s customer satisfaction of their hotel accommodation and hospitality services in MF hotels. However, brand image was found to be insignificant predictor to their satisfaction. The sample of this study was limited to only Muslims and they were mainly students. However, this does not suggest that students should be ignored in terms of their purchasing power and preference. Future studies may want to include other consumer segments and examine other MF hotels or hotels with similar concepts in countries interested to tap on the Muslim tourists, for example Japan, China and Korea among others. Malaysia is known to be a MF destination among tourists from many parts of the world. By understanding how Muslim consumers’ expectations, the performance of hotel employees and hotel image can be utilized by hotel operators to enhance their marketing strategies.
format	Conference or Workshop Item
author	Adnan, Nur Adilah Abdul Latif, Samshul Amry
author_facet	Adnan, Nur Adilah Abdul Latif, Samshul Amry
author_sort	Adnan, Nur Adilah
title	The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels
title_short	The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels
title_full	The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels
title_fullStr	The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels
title_full_unstemmed	The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels
title_sort	effects of hotel image, brand image and employee performance on customer satisfaction of muslim youths towards muslim-friendly hotels
publishDate	2018
url	http://irep.iium.edu.my/67811/ http://irep.iium.edu.my/67811/3/ConferenceICHPTS%20Cover.jpg http://irep.iium.edu.my/67811/4/conferenceICHPTS%20Name.jpg http://irep.iium.edu.my/67811/13/67811_The%20effects%20of%20hotel%20image%20brand%20image%20and%20employees.pdf
first_indexed	2023-09-18T21:36:16Z
last_indexed	2023-09-18T21:36:16Z
_version_	1777412841890906112

The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels

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