The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels
This paper aims to examine the effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths during their leisure stay in Muslim-Friendly (MF) hotels in Malaysia. Self-administered questionnaires measuring hotel image, brand image, employee performance and cu...
| Main Authors: | , |
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| Format: | Proceeding Paper |
| Language: | English English English |
| Published: |
2018
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| Online Access: | http://irep.iium.edu.my/67811/ http://irep.iium.edu.my/67811/3/ConferenceICHPTS%20Cover.jpg http://irep.iium.edu.my/67811/4/conferenceICHPTS%20Name.jpg http://irep.iium.edu.my/67811/13/67811_The%20effects%20of%20hotel%20image%20brand%20image%20and%20employees.pdf |
| _version_ | 1848786828823363584 |
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| author | Adnan, Nur Adilah Abdul Latif, Samshul Amry |
| author_facet | Adnan, Nur Adilah Abdul Latif, Samshul Amry |
| author_sort | Adnan, Nur Adilah |
| building | IIUM Repository |
| collection | Online Access |
| description | This paper aims to examine the effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths during their leisure stay in Muslim-Friendly (MF) hotels in Malaysia. Self-administered questionnaires measuring hotel image, brand image, employee performance and customer satisfaction on five-point Likert scale were distributed to 300 tourists in four prominent hotels in Kuala Terengganu. The data is then analyzed by multiple regression using SPSS software. The results indicated that hotel image and employee performance were found to be significant factors in predicting Muslim youth’s customer satisfaction of their hotel accommodation and hospitality services in MF hotels. However, brand image was found to be insignificant predictor to their satisfaction. The sample of this study was limited to only Muslims and they were mainly students. However, this does not suggest that students should be ignored in terms of their purchasing power and preference. Future studies may want to include other consumer segments and examine other MF hotels or hotels with similar concepts in countries interested to tap on the Muslim tourists, for example Japan, China and Korea among others. Malaysia is known to be a MF destination among tourists from many parts of the world. By understanding how Muslim consumers’ expectations, the performance of hotel employees and hotel image can be utilized by hotel operators to enhance their marketing strategies. |
| first_indexed | 2025-11-14T17:15:15Z |
| format | Proceeding Paper |
| id | iium-67811 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English English |
| last_indexed | 2025-11-14T17:15:15Z |
| publishDate | 2018 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | iium-678112018-12-24T07:23:43Z http://irep.iium.edu.my/67811/ The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels Adnan, Nur Adilah Abdul Latif, Samshul Amry HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products This paper aims to examine the effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths during their leisure stay in Muslim-Friendly (MF) hotels in Malaysia. Self-administered questionnaires measuring hotel image, brand image, employee performance and customer satisfaction on five-point Likert scale were distributed to 300 tourists in four prominent hotels in Kuala Terengganu. The data is then analyzed by multiple regression using SPSS software. The results indicated that hotel image and employee performance were found to be significant factors in predicting Muslim youth’s customer satisfaction of their hotel accommodation and hospitality services in MF hotels. However, brand image was found to be insignificant predictor to their satisfaction. The sample of this study was limited to only Muslims and they were mainly students. However, this does not suggest that students should be ignored in terms of their purchasing power and preference. Future studies may want to include other consumer segments and examine other MF hotels or hotels with similar concepts in countries interested to tap on the Muslim tourists, for example Japan, China and Korea among others. Malaysia is known to be a MF destination among tourists from many parts of the world. By understanding how Muslim consumers’ expectations, the performance of hotel employees and hotel image can be utilized by hotel operators to enhance their marketing strategies. 2018-10-30 Proceeding Paper NonPeerReviewed application/pdf en http://irep.iium.edu.my/67811/3/ConferenceICHPTS%20Cover.jpg application/pdf en http://irep.iium.edu.my/67811/4/conferenceICHPTS%20Name.jpg application/pdf en http://irep.iium.edu.my/67811/13/67811_The%20effects%20of%20hotel%20image%20brand%20image%20and%20employees.pdf Adnan, Nur Adilah and Abdul Latif, Samshul Amry (2018) The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels. In: International Conference on Halal Tourism, Products and Services “Supporting the Achievement of Sustainable Development Goals” IHCTPS 2018, Oct 30 - 31 2018, Sengigi, Lombok, Indonesia. (Unpublished) |
| spellingShingle | HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products Adnan, Nur Adilah Abdul Latif, Samshul Amry The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels |
| title | The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels |
| title_full | The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels |
| title_fullStr | The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels |
| title_full_unstemmed | The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels |
| title_short | The effects of hotel image, brand image and employee performance on customer satisfaction of Muslim youths towards Muslim-friendly hotels |
| title_sort | effects of hotel image, brand image and employee performance on customer satisfaction of muslim youths towards muslim-friendly hotels |
| topic | HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products |
| url | http://irep.iium.edu.my/67811/ http://irep.iium.edu.my/67811/3/ConferenceICHPTS%20Cover.jpg http://irep.iium.edu.my/67811/4/conferenceICHPTS%20Name.jpg http://irep.iium.edu.my/67811/13/67811_The%20effects%20of%20hotel%20image%20brand%20image%20and%20employees.pdf |