Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat

This study is attempts to examine guest perception on service quality in hotel industry in Malaysia. A self-administered questionnaire was created and 127 responses were gathered for further analysis. The data was analysed by using Cronbach’s Alpha for reliability test, together with the descriptive...

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Main Author:	Azmi, Muhammad Akif Hafiy
Format:	Article
Published:	Faculty of Business Management 2013
Subjects:	Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Online Access:	http://ir.uitm.edu.my/8748/

id	uitm-8748
recordtype	eprints
spelling	uitm-87482017-08-02T04:49:01Z http://ir.uitm.edu.my/8748/ Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat Azmi, Muhammad Akif Hafiy Hospitality industry. Hotels, clubs, restaurants, etc. Food service This study is attempts to examine guest perception on service quality in hotel industry in Malaysia. A self-administered questionnaire was created and 127 responses were gathered for further analysis. The data was analysed by using Cronbach’s Alpha for reliability test, together with the descriptive statistics of frequencies, mean scores, and standard deviation. Findings revealed that tangibility aspect is very im-portant to influence the level of customer perception on service quality. Tangibility dimension include physical aspect such as, professionalism and neatness of personnel and also the physical appearance of the hotel (Parasuraman et al., 1991; Sriyam, 2010). Faculty of Business Management 2013 Article NonPeerReviewed UNSPECIFIED and Azmi, Muhammad Akif Hafiy (2013) Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat. International Journal of Undergraduates Studies, 2 (2). pp. 26-31. ISSN 2289-4242
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
topic	Hospitality industry. Hotels, clubs, restaurants, etc. Food service
spellingShingle	Hospitality industry. Hotels, clubs, restaurants, etc. Food service Azmi, Muhammad Akif Hafiy Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat
description	This study is attempts to examine guest perception on service quality in hotel industry in Malaysia. A self-administered questionnaire was created and 127 responses were gathered for further analysis. The data was analysed by using Cronbach’s Alpha for reliability test, together with the descriptive statistics of frequencies, mean scores, and standard deviation. Findings revealed that tangibility aspect is very im-portant to influence the level of customer perception on service quality. Tangibility dimension include physical aspect such as, professionalism and neatness of personnel and also the physical appearance of the hotel (Parasuraman et al., 1991; Sriyam, 2010).
format	Article
author	Azmi, Muhammad Akif Hafiy
author_facet	Azmi, Muhammad Akif Hafiy
author_sort	Azmi, Muhammad Akif Hafiy
title	Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat
title_short	Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat
title_full	Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat
title_fullStr	Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat
title_full_unstemmed	Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat
title_sort	guest perception on service quality in hotel industry / syed hasif syed mohamad khairizam, muhammad akif hafiy azmi and nur’hidayah che ahmat
publisher	Faculty of Business Management
publishDate	2013
url	http://ir.uitm.edu.my/8748/
first_indexed	2018-09-05T10:32:11Z
last_indexed	2018-09-05T10:32:11Z
_version_	1610763240162197504

Guest perception on service quality in hotel industry / Syed Hasif Syed Mohamad Khairizam, Muhammad Akif Hafiy Azmi and Nur’Hidayah Che Ahmat

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