Factors Influencing Customer Satisfaction

Course inquiry Methodology (BT21603) Lecturer Dr. Zakariya Belkhamza Name of Members ground substance be Signatures Rachael Ubu BB11110489 Nurul Hidayah Binti Ariff BB11110460 Annie Thien Li Len BB11110055 Nicole Chow Soo Yee BB11110372 Surianti Binti Abidin BB11110579 Khuzaimah Binti Mohd Nurung BB11110242 Jazmiah Jamaluddin BB11110209 Mazlinah Binti Majid BB11110310 Siti Munirah Bte Abd Malik BB11160816 Wang Qin BB11170684 1. 0 Research Topic Factors that affect client expiation in the hotel industry. 2. 0 Research BackgroundThe English rule book hotel derives from the French word hotel (coming from hote meaning host). It refers to a townhouse which is any building that is frequented by seeing visitors. A hotel is an establishment which provides lodging for a paid short term basis. Kotler (1996) delineate node delight as the level of a persons felt state resulting from comparing a products perceived implementation or outcome in violation to his/her own expectatio ns. The importance of this study is to gain knowledge on node satisfaction and the problems resulting in lack of customer satisfaction in the hotel industry.harmonize to Alex Hisaka (2011), the importance of customer satisfaction send word have an impact on your business and if you dont start paying tutelage youll escape an opportunity to act upon a customer happy. Customer satisfaction with hotel properties has been identified as one of the factors leading to the success of a tourist goal (Shih, 1986 Yau and Chan, 1990 Stevens, 1992 Mok et al. , 1995). Research into customer satisfaction in the serve well industry has increased dramatically in recent years (Peterson and Wilson, 1992). Customer satisfaction has long been an rea of cheer in academic search. Hunt (1975) considers satisfaction an evaluation on which the customer have experienced with the services is at least as good as it suppose to be. For demographic characteristic, nearly 46 percent of the respondents ha d stay at Medium- Tariff hotels, 42 percent at High-Tariff B hotels and 12 percent at High-Tariff A hotels. The finding clearly demonstrates that the services encounter or customer-employee interaction is a major determinant affecting travels perceptions in relation to service quality, resulting in their likelihood of returning to the same hotel. . 0 Customer Satisfaction Customer Satisfaction * Service tone * way of life Quality * Service Quality * Room Quality Research Framework 4. 1 Research Problem Hotel industries nowadays ar facing one of the most important challenge is to provide and bind customer satisfaction. Kandampully (2000) Service quality has become a factor important in the overall touristry experience and one which ultimately dictates the success of the tourism business. According to Lewis and Booms (1982), service quality is flyer of how well the service delivered matches customers expectations.A part from that, room qualities also becomes a factor that can b echarm customer satisfaction in the hotel industry. Room qualities are important considerations for travel in-lodging selection. It includes cleanliness of room, comfort of bed, and quality of in-room temperature control and quietness of room. (Knutson, 1988 Barsky and Labagh, 1992 McClearly and Weaver, 1992 Gilbert and Morris, 1995 Heung et al. , 1996). Positive relationship can make a higher commitment of customers and increase their rate of return.Long term relationship amid customers and hotel is becoming more important as the positive correlation coefficient betwixt overall satisfaction levels of visitors and their abilty to return to the same hotel. Since most previous enquiry found out that most study on customer satisfaction in hotel industry focused in Hong Kong, United States and other European countries, where theres a lack of Malaysian study focusing in Kota Kinabalu, Sabah. Therefore, this research will focus on customer satisfaction in hotel industry in Kota Kinabalu , Sabah. 4. 0 Research Objective 1.To investigate the relationship between service quality and customer satisfaction 2. To investigate the relationship between room quality and customer satisfaction References 1. Choi T. C and Chu. R, 2001, determinant of hotel guests satisfaction and paraphrase hold up in the Hong Kong hotels history. 2. K. s. (kayne) Chan, 1998, journal of hospitality and tourism research. Tutorial 1 Research Methodology 1) What research is all about? 2) Describe the characteristic of scientific method acting (What is scientific research? ) 3) What is problem statement? How to write a problem statement Answers 1.Research is about doing or making a study in a specific area of interest. According to Saunders, research is defined as something that people undertake in order to find things out in a systematic way, thereby increasing their knowledge. 2. Scientific research is the development of a theory that is then sampleed with a series of propositions. The chara cteristics of scientific research are that firstly, we would have to create a hypothesis about the relationship between two variables. Second characteristic is that by using the hypothesis, we would have to test it through a series of propositions.Thirdly, we would have to examine the logic of the hypothesis by comparing them with existing hypothesis relating to our hypothesis. Fourth, we would have to collect appropriate data to measure the variables. Fifth, if the results of the analysis are not consistent with the problems, the hypothesis is rejected and the theory is false. Lastly, if the results are consistent then the theory is true. 3. Problem statement is analyzing the problems related to to the hypothesis. By asking the correct problem statements, we can ensure that we can relate the problems to the hypothesis.Factors Influencing Customer SatisfactionCourse Research Methodology (BT21603) Lecturer Dr. Zakariya Belkhamza Name of Members Matrix Numbers Signatures Rachael Ubu BB11110489 Nurul Hidayah Binti Ariff BB11110460 Annie Thien Li Len BB11110055 Nicole Chow Soo Yee BB11110372 Surianti Binti Abidin BB11110579 Khuzaimah Binti Mohd Nurung BB11110242 Jazmiah Jamaluddin BB11110209 Mazlinah Binti Majid BB11110310 Siti Munirah Bte Abd Malik BB11160816 Wang Qin BB11170684 1. 0 Research Topic Factors that affect customer satisfaction in the hotel industry. 2. 0 Research BackgroundThe English word hotel derives from the French word hotel (coming from hote meaning host). It refers to a townhouse which is any building that is frequented by seeing visitors. A hotel is an establishment which provides lodging for a paid short term basis. Kotler (1996) defined customer satisfaction as the level of a persons felt state resulting from comparing a products perceived performance or outcome in violation to his/her own expectations. The importance of this study is to gain knowledge on customer satisfaction and the problems resulting in lack of customer sati sfaction in the hotel industry.According to Alex Hisaka (2011), the importance of customer satisfaction can have an impact on your business and if you dont start paying attention youll lose an opportunity to make a customer happy. Customer satisfaction with hotel properties has been identified as one of the factors leading to the success of a tourist destination (Shih, 1986 Yau and Chan, 1990 Stevens, 1992 Mok et al. , 1995). Research into customer satisfaction in the service industry has increased dramatically in recent years (Peterson and Wilson, 1992). Customer satisfaction has long been an rea of interest in academic research. Hunt (1975) considers satisfaction an evaluation on which the customer have experienced with the services is at least as good as it supposed to be. For demographic characteristic, nearly 46 percent of the respondents had stay at Medium- Tariff hotels, 42 percent at High-Tariff B hotels and 12 percent at High-Tariff A hotels. The finding clearly demonstrate s that the services encounter or customer-employee interaction is a major determinant affecting travels perceptions in relation to service quality, resulting in their likelihood of returning to the same hotel. . 0 Customer Satisfaction Customer Satisfaction * Service Quality * Room Quality * Service Quality * Room Quality Research Framework 4. 1 Research Problem Hotel industries nowadays are facing one of the most important challenge is to provide and maintain customer satisfaction. Kandampully (2000) Service quality has become a factor important in the overall tourism experience and one which ultimately dictates the success of the tourism business. According to Lewis and Booms (1982), service quality is measure of how well the service delivered matches customers expectations.A part from that, room qualities also becomes a factor that can influence customer satisfaction in the hotel industry. Room qualities are important considerations for travel in-lodging selection. It includes cl eanliness of room, comfort of bed, and quality of in-room temperature control and quietness of room. (Knutson, 1988 Barsky and Labagh, 1992 McClearly and Weaver, 1992 Gilbert and Morris, 1995 Heung et al. , 1996). Positive relationship can make a higher commitment of customers and increase their rate of return.Long term relationship between customers and hotel is becoming more important as the positive correlation between overall satisfaction levels of visitors and their abilty to return to the same hotel. Since most previous research found out that most study on customer satisfaction in hotel industry focused in Hong Kong, United States and other European countries, where theres a lack of Malaysian study focusing in Kota Kinabalu, Sabah. Therefore, this research will focus on customer satisfaction in hotel industry in Kota Kinabalu, Sabah. 4. 0 Research Objective 1.To investigate the relationship between service quality and customer satisfaction 2. To investigate the relationship b etween room quality and customer satisfaction References 1. Choi T. C and Chu. R, 2001, determinant of hotel guests satisfaction and repeat patronage in the Hong Kong hotels history. 2. K. s. (kayne) Chan, 1998, journal of hospitality and tourism research. Tutorial 1 Research Methodology 1) What research is all about? 2) Describe the characteristic of scientific method (What is scientific research? ) 3) What is problem statement? How to write a problem statement Answers 1.Research is about doing or making a study in a specific area of interest. According to Saunders, research is defined as something that people undertake in order to find things out in a systematic way, thereby increasing their knowledge. 2. Scientific research is the development of a theory that is then tested through a series of propositions. The characteristics of scientific research are that firstly, we would have to create a hypothesis about the relationship between two variables. Second characteristic is that b y using the hypothesis, we would have to test it through a series of propositions.Thirdly, we would have to examine the logic of the hypothesis by comparing them with existing hypothesis relating to our hypothesis. Fourth, we would have to collect appropriate data to measure the variables. Fifth, if the results of the analysis are not consistent with the problems, the hypothesis is rejected and the theory is false. Lastly, if the results are consistent then the theory is true. 3. Problem statement is analyzing the problems related to the hypothesis. By asking the correct problem statements, we can ensure that we can relate the problems to the hypothesis.