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8/6/2019 Is Sam Presentation

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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

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