is sam presentation
TRANSCRIPT
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THE STUDY OF RELATIONSHIP BETWEEN INFORMATION
SERVICE AND CUSTOMER SATISFACTION IN
MALAYSIAN HOTEL INDUSTRY WITH RESPECT TO ARAB
CUSTOMERS
A Research Study
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Introduction
The hospitality industry has seen a tremendousgrowth in the recent years
Many countries are carrying aggressivecampaigns across the world in order to improvetheir economy and ensuring that many travellersvisit their country like Malaysia
And what the Customers demand is Good qualityof Service from the hospitality industry
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Theoretical Framework
Source : Asia Pacific Journal of Marketing and Logistics Vol. 22
No. 3, 2010 pp. 351-371
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Literature Review
Attitudes put people into a frame of mind for likingor disliking things and moving towards or away fromthem (Kotler, 2003)
the variation in consistency from one service to thenext (Bateson and Hoffman, 2006).
Service are defined as performances, deeds, andefforts; whereas, goods are defined as objects,devices, and things. Because of intangibility, servicescannot be seen, felt, tasted or touched in the samemanner as physical goods can be sensed (Baum,2006)
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Literature Continued
Learning can perhaps be best understood as a
change in an individuals range and repertoire
of behaviour(Joy-Matthews, Megginson, andSurtees, 2004).
Taylor (1995) states that learning styles are ameans for improving communication
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Research Methodology
Sample Selection
ArabTourists in Malaysia
Selected on Random Sampling technique
Respondents
Total respondents : 166
Target Audience : ArabTourists
Demographic Target
Kuala Lumpur , Malaysia
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Data Collection
PrimaryData
The primary data was collected using
Questionnaire to gather the information
SecondaryData
Online journals , Books and Magazines Relatedto Marketing , customer satisfaction ,
hospitality
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Data Analysis
The Data Analysis is done using SPSS 17 for
and the following analysis have been
performed Descriptive Analysis
Reliability Analysis
Multiple Regression
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Research Hypothesis values
H1 : Service quality in information dissemination service influencescustomer satisfaction on information received. Not Supported
H2 : Customer attitude in information dissemination service has apositive impact on his satisfaction on information received. Supported
H3 : Complexity of service in regard to Information dissemination servicehas a positive influence on customer satisfaction on informationreceived. Supported
H4 : Employee training on information dissemination has a positive
influence on Customer satisfaction on information received. Supported
.
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Conclusion
Evidences of the questionnaire said issues like
most of the businesses are not year round
businesses, and the sector is dominated bysmall and medium sized businesses, which
are not able to give to people any sustained
career. So the sector fails to attract quality
people
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Limitations
Research was only for Arab Customers
Time was a constraint especially due to Hoildayperiod - Ramadhan
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Recommendations for Future
Research According to the `Cycle of Quality Service'
concept of Schleisinger and Hesket (1991), as
reported in Baum (1995), `capable workerswho are well trained and fairly compensated,
provide better service, require less
supervision and [are] more likely to remain on
the job. The research can be applied to the WesternTourists Perception also