ISSN 2394-5125
 

Research Article 


DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar.

Abstract
The purpose of this paper is to establish the relationship between four factors towards customer satisfaction in the hotel industry, specifically in Penang Island, Malaysia. Hotel industry witnessed high increments in the industry growth that lead to oversupply in the market. The competition scenario is at the intense level and service providers compete over their market shares and growth. The data was collected using questionnaire which was sent to potential respondents through email. The email contents brief information about the survey and details of researcher. 1,000 links attached in the email but only 582 usable data were collected. The results derived from structural equation modelling. Results indicates that two factors were highly influenced customer satisfaction which are perceived quality and perceived value. Customer expectations and brand equity were found not significant towards the direct relationships. Service providers need to be more focused in maintaining their customers and keep them in the cycle as longer as possible. It was concluded that hotels need to understand their customer better in order to get the mutual understanding in the level of services with surrounding benefits and facilities.

Key words: Perceived quality, Perceived value, Customer expectations, Brand equity.


 
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How to Cite this Article
Pubmed Style

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar. DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA. JCR. 2020; 7(4): 1066-1075. doi:10.31838/jcr.07.04.198


Web Style

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar. DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA. http://www.jcreview.com/?mno=99157 [Access: May 30, 2021]. doi:10.31838/jcr.07.04.198


AMA (American Medical Association) Style

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar. DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA. JCR. 2020; 7(4): 1066-1075. doi:10.31838/jcr.07.04.198



Vancouver/ICMJE Style

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar. DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA. JCR. (2020), [cited May 30, 2021]; 7(4): 1066-1075. doi:10.31838/jcr.07.04.198



Harvard Style

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar (2020) DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA. JCR, 7 (4), 1066-1075. doi:10.31838/jcr.07.04.198



Turabian Style

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar. 2020. DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA. Journal of Critical Reviews, 7 (4), 1066-1075. doi:10.31838/jcr.07.04.198



Chicago Style

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar. "DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA." Journal of Critical Reviews 7 (2020), 1066-1075. doi:10.31838/jcr.07.04.198



MLA (The Modern Language Association) Style

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar. "DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA." Journal of Critical Reviews 7.4 (2020), 1066-1075. Print. doi:10.31838/jcr.07.04.198



APA (American Psychological Association) Style

Anis Abd Razak, Mohd Fikri Ishak, Mohd Faizun Mohamad Yazid, Aeshah Mohd Ali Umar (2020) DRIVERS TOWARDS GUESTS’ SATISFACTION. CASE OF HOTEL IN PENANG ISLAND, MALAYSIA. Journal of Critical Reviews, 7 (4), 1066-1075. doi:10.31838/jcr.07.04.198