Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi

The main objectives of this study were to identify the factors that influence customer satisfaction towards Hotel Sentral Riverview Melaka.. The variables included in this research are tangible, reliability, responsiveness, assurance and empathy as independent variables and customer satisfaction as...

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Main Author:	Suhaimi, Nur Dini Zafirah
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2019
Subjects:	Total quality management. Benchmarking Consumer satisfaction
Online Access:	http://ir.uitm.edu.my/id/eprint/25831/ http://ir.uitm.edu.my/id/eprint/25831/1/PPb_NUR%20DINI%20ZAFIRAH%20SUHAIMI%20BM%20M%2019_5.pdf

id	uitm-25831
recordtype	eprints
spelling	uitm-258312019-10-24T08:48:20Z http://ir.uitm.edu.my/id/eprint/25831/ Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi Suhaimi, Nur Dini Zafirah Total quality management. Benchmarking Consumer satisfaction The main objectives of this study were to identify the factors that influence customer satisfaction towards Hotel Sentral Riverview Melaka.. The variables included in this research are tangible, reliability, responsiveness, assurance and empathy as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of seven sections, Section A consists of the respondents ' demographic data Next, Section B until Section F was related to the independent variables while in Section G is related to dependents variables. 125 respondents from guests who stay on the Hotel Sentral Riverview Melaka were selected as a sample. Cronbach’s Alpha was used to determine the reliability and validity of the questionnaire. From the findings, there were a strong relationship between tangible, reliability, assurance and empathy with customer satisfaction. However, there were weak relationship between responsiveness and customer satisfaction with correlation value 0.224. Future researchers could concentrate on determining assurance that influence customer satisfaction when responsiveness is not a factor and reasons for place is currently becoming the leading factor in determining customer satisfaction. Faculty of Business and Management 2019 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/25831/1/PPb_NUR%20DINI%20ZAFIRAH%20SUHAIMI%20BM%20M%2019_5.pdf Suhaimi, Nur Dini Zafirah (2019) Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Total quality management. Benchmarking Consumer satisfaction
spellingShingle	Total quality management. Benchmarking Consumer satisfaction Suhaimi, Nur Dini Zafirah Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi
description	The main objectives of this study were to identify the factors that influence customer satisfaction towards Hotel Sentral Riverview Melaka.. The variables included in this research are tangible, reliability, responsiveness, assurance and empathy as independent variables and customer satisfaction as the dependent variable. A survey questionnaire which consisted of seven sections, Section A consists of the respondents ' demographic data Next, Section B until Section F was related to the independent variables while in Section G is related to dependents variables. 125 respondents from guests who stay on the Hotel Sentral Riverview Melaka were selected as a sample. Cronbach’s Alpha was used to determine the reliability and validity of the questionnaire. From the findings, there were a strong relationship between tangible, reliability, assurance and empathy with customer satisfaction. However, there were weak relationship between responsiveness and customer satisfaction with correlation value 0.224. Future researchers could concentrate on determining assurance that influence customer satisfaction when responsiveness is not a factor and reasons for place is currently becoming the leading factor in determining customer satisfaction.
format	Student Project
author	Suhaimi, Nur Dini Zafirah
author_facet	Suhaimi, Nur Dini Zafirah
author_sort	Suhaimi, Nur Dini Zafirah
title	Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi
title_short	Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi
title_full	Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi
title_fullStr	Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi
title_full_unstemmed	Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi
title_sort	influence of services quality on customer satisfaction towards hotel sentral riverview melaka / nur dini zafirah suhaimi
publisher	Faculty of Business and Management
publishDate	2019
url	http://ir.uitm.edu.my/id/eprint/25831/ http://ir.uitm.edu.my/id/eprint/25831/1/PPb_NUR%20DINI%20ZAFIRAH%20SUHAIMI%20BM%20M%2019_5.pdf
first_indexed	2023-09-18T23:15:35Z
last_indexed	2023-09-18T23:15:35Z
_version_	1777419089575149568

Influence of services quality on customer satisfaction towards Hotel Sentral Riverview Melaka / Nur Dini Zafirah Suhaimi

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