Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction

This study examines the impact of assurance, reliability, responsiveness, tangibles and empathy on the level of tourist satisfaction with hotel service delivery A questionnaire is distributed to 200 respondents who are patrons of hotels in the Federal Territory of Labuan, Malaysia and are familiar w...

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Main Author:	Norazah Mohd Suki
Format:	Article
Language:	English
Published:	Penerbit Universiti Kebangsaan Malaysia 2012
Online Access:	http://journalarticle.ukm.my/6384/ http://journalarticle.ukm.my/6384/ http://journalarticle.ukm.my/6384/1/Fast_color_scan_to_a_PDF_file_10.DOC

id	ukm-6384
recordtype	eprints
spelling	ukm-63842013-07-01T07:26:06Z http://journalarticle.ukm.my/6384/ Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction Norazah Mohd Suki, This study examines the impact of assurance, reliability, responsiveness, tangibles and empathy on the level of tourist satisfaction with hotel service delivery A questionnaire is distributed to 200 respondents who are patrons of hotels in the Federal Territory of Labuan, Malaysia and are familiar with their services. The resulting data is analyzed using Structural Equation Modeling (sEm) via AMOS 5.0. The findings support previous research and demonstrate that tourists 'satisfaction can be enriched by changes and improvements in hotel services significantly associated with empathy, tangibles, reliability, and responsiveness. The amount of empathy perceived serves as the best predictor of tourist satisfaction, followed by the extent of the discernible tangible benefits. By recognizing the impact of assurance, reliability, responsiveness, tangibles and empathy on tourist satisfaction with hotel service delivery tourism marketers and planners should be able to attract more tourists by placing greater emphasis on the key aspects of hotel service considered in this study Penerbit Universiti Kebangsaan Malaysia 2012-12 Article PeerReviewed application/msword en http://journalarticle.ukm.my/6384/1/Fast_color_scan_to_a_PDF_file_10.DOC Norazah Mohd Suki, (2012) Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction. Jurnal Pengurusan, 36 . pp. 113-121. ISSN 0127-2713 http://pkukmweb.ukm.my/penerbit/jurus.htm
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Kebangasaan Malaysia
building	UKM Institutional Repository
collection	Online Access
language	English
description	This study examines the impact of assurance, reliability, responsiveness, tangibles and empathy on the level of tourist satisfaction with hotel service delivery A questionnaire is distributed to 200 respondents who are patrons of hotels in the Federal Territory of Labuan, Malaysia and are familiar with their services. The resulting data is analyzed using Structural Equation Modeling (sEm) via AMOS 5.0. The findings support previous research and demonstrate that tourists 'satisfaction can be enriched by changes and improvements in hotel services significantly associated with empathy, tangibles, reliability, and responsiveness. The amount of empathy perceived serves as the best predictor of tourist satisfaction, followed by the extent of the discernible tangible benefits. By recognizing the impact of assurance, reliability, responsiveness, tangibles and empathy on tourist satisfaction with hotel service delivery tourism marketers and planners should be able to attract more tourists by placing greater emphasis on the key aspects of hotel service considered in this study
format	Article
author	Norazah Mohd Suki,
spellingShingle	Norazah Mohd Suki, Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction
author_facet	Norazah Mohd Suki,
author_sort	Norazah Mohd Suki,
title	Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction
title_short	Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction
title_full	Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction
title_fullStr	Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction
title_full_unstemmed	Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction
title_sort	structural relationships between aspects of hotel service quality and their effect on tourist satisfaction
publisher	Penerbit Universiti Kebangsaan Malaysia
publishDate	2012
url	http://journalarticle.ukm.my/6384/ http://journalarticle.ukm.my/6384/ http://journalarticle.ukm.my/6384/1/Fast_color_scan_to_a_PDF_file_10.DOC
first_indexed	2023-09-18T19:46:43Z
last_indexed	2023-09-18T19:46:43Z
_version_	1777405949549477888

Structural relationships between aspects of hotel service quality and their effect on tourist satisfaction

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