Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry

Journal Article

Amin, Muslim . 2013

• Publication Work Type: Research Paper
• Publication Online URL: http://www.tandfonline.com/loi/wsmq20
• Issue Number: 2
• Volume Number: 34
• Pages: 115-125

Publication Abstract

The purpose of this study is to examine the relationship between
the service quality dimension and customer satisfaction in the
Malaysian hotel industry. A nonprobability sampling technique
with a convenient sampling approach has been used in this study.
Respondents have been restricted to those who have the experience
of staying in hotels in Malaysia. The majority of the hotel customers
were satisfied with the overall quality of the service provided by
their hotels. The findings suggest that service quality dimension
makes a significant contribution to the prediction of customer
satisfaction.
KEYWORDS service quality, customer satisfaction, hotel, Malaysia