The effects of Malaysian hotels services on customer loyalty.
In recent years, the tourism industry has become more important in terms of the global economy. It is revealed that inbound tourism has become one of the major trade categories. Like other countries in Malaysia several industries involve to attract tourists in the country. The hotel industry is one...
| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Published: |
2013
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| Online Access: | http://eprints.sunway.edu.my/2034/ |
| _version_ | 1848802182445400064 |
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| author | Keshavarz, Yousef Nezakati, Hossein * |
| author_facet | Keshavarz, Yousef Nezakati, Hossein * |
| author_sort | Keshavarz, Yousef |
| building | SU Institutional Repository |
| collection | Online Access |
| description | In recent years, the tourism industry has become more important in terms of the global economy. It is revealed that inbound tourism has become one of the major trade categories. Like other countries in Malaysia several industries involve to attract tourists in the country. The hotel industry is one of these industries affects tourists to be satisfied and desire to visit the place again. Service quality is the most important factor by which hotels influence their guests to be loyal; therefore in this study the effect of service quality on tourist loyalty will be investigated. Factors of service quality, which affected from the expected service quality and affect tourist loyalty, include tangible, reliability, responsiveness, assurance and empathy. In this study, guests of hotels, apartments and budget hotels are considered as the research population and 500 respondents from both domestic and international tourists are selected by clustering sampling. The finding of this study is helpful for hoteliers to understand the demands of their customer from different countries with different cultures and plan new strategies to meet their needs and influence them to be loyal on hotels. |
| first_indexed | 2025-11-14T21:19:17Z |
| format | Conference or Workshop Item |
| id | sunway-2034 |
| institution | Sunway University |
| institution_category | Local University |
| last_indexed | 2025-11-14T21:19:17Z |
| publishDate | 2013 |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-20342022-04-26T09:18:33Z http://eprints.sunway.edu.my/2034/ The effects of Malaysian hotels services on customer loyalty. Keshavarz, Yousef Nezakati, Hossein * G 154.9 Tourism In recent years, the tourism industry has become more important in terms of the global economy. It is revealed that inbound tourism has become one of the major trade categories. Like other countries in Malaysia several industries involve to attract tourists in the country. The hotel industry is one of these industries affects tourists to be satisfied and desire to visit the place again. Service quality is the most important factor by which hotels influence their guests to be loyal; therefore in this study the effect of service quality on tourist loyalty will be investigated. Factors of service quality, which affected from the expected service quality and affect tourist loyalty, include tangible, reliability, responsiveness, assurance and empathy. In this study, guests of hotels, apartments and budget hotels are considered as the research population and 500 respondents from both domestic and international tourists are selected by clustering sampling. The finding of this study is helpful for hoteliers to understand the demands of their customer from different countries with different cultures and plan new strategies to meet their needs and influence them to be loyal on hotels. 2013 Conference or Workshop Item PeerReviewed Keshavarz, Yousef and Nezakati, Hossein * (2013) The effects of Malaysian hotels services on customer loyalty. In: 4th International Conference on Education and Information Management (ICEIM 2013), 21-22 December 2013, Penang, Malaysia. https://www.academia.edu/22041055/The_effects_of_Malaysian_hotels_services_on_customer_loyalty |
| spellingShingle | G 154.9 Tourism Keshavarz, Yousef Nezakati, Hossein * The effects of Malaysian hotels services on customer loyalty. |
| title | The effects of Malaysian hotels services on customer loyalty. |
| title_full | The effects of Malaysian hotels services on customer loyalty. |
| title_fullStr | The effects of Malaysian hotels services on customer loyalty. |
| title_full_unstemmed | The effects of Malaysian hotels services on customer loyalty. |
| title_short | The effects of Malaysian hotels services on customer loyalty. |
| title_sort | effects of malaysian hotels services on customer loyalty. |
| topic | G 154.9 Tourism |
| url | http://eprints.sunway.edu.my/2034/ http://eprints.sunway.edu.my/2034/ |