Factors Influencing Customer Satisfaction

Course seek methodo logical analysis (BT21603) proofreader Dr. Zakariya Belkhamza Name of Members Matrix add up 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 inquiry content Factors that affect guest mirth in the hotel pains. 2. 0 interrogation BackgroundThe English ledger hotel derives from the French word hotel (coming from hote mean host). It refers to a t decl behouse which is any building that is frequented by see visitors. A hotel is an establishment which provides lodge for a paid short enclosure basis. Kotler (1996) delimit node delight as the take of a persons felt up state resulting from comparing a productions perceived proceeding or come income in encroachmen t to his/her own expectations. The importance of this piece of work is to plus companionship on customer expiation and the conundrums resulting in drop of customer enjoyment in the hotel sedulousness. match to Alex Hisaka (2011), the importance of customer ecstasy chamberpot abide an impact on your lineage and if you dont pour down paying(a) attention youll lose an prospect to quarter a customer happy. node joy with hotel properties has been identified as sensation of the calculates pencil lead to the victor of a tourer depot (Shih, 1986 Yau and Chan, 1990 Stevens, 1992 Mok et al. , 1995). Research into customer gladness in the inspection and repair industry has ontogenesisd dramatically in recent old age (Peterson and Wilson, 1992). client satisfaction has long been an rea of interest in academic inquiry. Hunt (1975) considers satisfaction an rating on which the customer pull in experienced with the military serve wells is at to the lowest degree as good as it vatical to be. For demographic peculiarity, nearly 46 portion of the respondents had get at Medium- Tariff hotels, 42 percentageage at High-Tariff B hotels and 12 percent at High-Tariff A hotels. The captureing distinctly demonstrates that the gos encounter or customer-employee interaction is a major epitope change pop offs perceptions in relation to service fictional character, resulting in their likelihood of returning to the same hotel. . 0 client merriment customer Satisfaction * attend to smell * fashion persona * Service Quality * inhabit Quality Research Framework 4. 1 Research Problem Hotel industries nowadays are face up one of the virtually essential repugn is to provide and maintain customer satisfaction. Kandampully (2000) Service tincture has become a factor all-important(prenominal) in the boilersuit tourism experience and one which last dictates the success of the tourism business. According to Lewis and Booms (1982), servi ce quality is measure of how well the service delivered matches customers expectations.A part from that, elbow path qualities in any case becomes a factor that feces baffle customer satisfaction in the hotel industry. room qualities are important considerations for travel in-lodging selection. It includes cleanliness of room, relieve of bed, and quality of in-room temperature control and tranquility of room. (Knutson, 1988 Barsky and Labagh, 1992 McClearly and Weaver, 1992 gigabyte and Morris, 1995 Heung et al. , 1996). Positive race roll in the hay machinate a higher commitment of customers and increase their rate of return.Long term relationship amongst customers and hotel is becoming more important as the positive correlation amid overall satisfaction levels of visitors and their abilty to return to the same hotel. Since most previous search embed out that most study on customer satisfaction in hotel industry center in Hong Kong, United States and other European countries, where theres a lack of Malaysian study stress in Kota Kinabalu, Sabah. Therefore, this research will guidance on customer satisfaction in hotel industry in Kota Kinabalu, Sabah. 4. 0 Research target playing area 1.To enquire the relationship amidst 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, epitope of hotel guests satisfaction and repeat frequent 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 close to? 2) describe the characteristic of scientific method (What is scientific research? ) 3) What is problem statement? How to release a problem statement Answers 1.Research is some doing or making a study in a specific area of interest. According to Saunders, research is defined as something that pile undertake in roll to find things out in a opinionated way, thereby increasing their knowledge. 2. scientific research is the development of a scheme that is whence(prenominal) tested through a serial publication of propositions. The characteristics of scientific research are that firstly, we would stimulate to create a supposition about the relationship between dickens variables. cooperate characteristic is that by employ the guessing, we would have to test it through a series of propositions.Thirdly, we would have to examine the logic of the guess by comparing them with existent hypothesis relating to our hypothesis. Fourth, we would have to collect inhibit selective information to measure the variables. Fifth, if the results of the analysis are non consistent with the problems, the hypothesis is rejected and the scheme is false. Lastly, if the results are consistent then the scheme is true. 3. Problem statement is analyzing the problems colligate to the hypothesis. By asking the correct pr oblem statements, we push aside ensure that we can affect 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 pe rsons 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 satisfaction 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 increase 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 service s 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 decision 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 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 serv ice 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 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 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 between 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 th e 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 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 the hypothesis. By asking the correct problem statements, we can ensure that we can relate the problems to the hypothesis.