“Your loyalty is rewarded”: a study of hotel loyalty program in Malaysia / Chong Ka Leong
Hotel loyalty programs had shown their importance in the global market and Malaysia is following up this trend. Yet, many of the information from the perspective of customers are still yet to be discovered by researchers. The purpose of this study is to discover the current state of satisfaction and...
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of Hotel Management and Tourism, Universiti Teknologi MARA Selangor, Puncak Alam Campus
2017
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| Subjects: | |
| Online Access: | https://ir.uitm.edu.my/id/eprint/19476/ |
| _version_ | 1848804780807290880 |
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| author | Chong, Ka Leong |
| author_facet | Chong, Ka Leong |
| author_sort | Chong, Ka Leong |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Hotel loyalty programs had shown their importance in the global market and Malaysia is following up this trend. Yet, many of the information from the perspective of customers are still yet to be discovered by researchers. The purpose of this study is to discover the current state of satisfaction and perception of hotel loyalty program and finding out the more preferred program attributes as well as the significant factor associated with the level of satisfaction in the context of Malaysia. A total of 109 survey responses were collected. The result had shown that Malaysian consumers were overall rather satisfied with the current hotel loyalty program and their satisfaction was found highly correlated with the reward value and reward timing provided which was also ranked as most important by the respondents. This study concluded that Malaysians were mostly seeking for direct or immediate reward like monetary discount and least favored on point collection program. Lastly, the Malaysian users were found to have a positive perception on hotel loyalty program that they found the program to be useful and able to provide benefit or advantage to them. |
| first_indexed | 2025-11-14T22:00:35Z |
| format | Article |
| id | uitm-19476 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:00:35Z |
| publishDate | 2017 |
| publisher | Faculty of Hotel Management and Tourism, Universiti Teknologi MARA Selangor, Puncak Alam Campus |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-194762018-02-23T08:29:39Z https://ir.uitm.edu.my/id/eprint/19476/ “Your loyalty is rewarded”: a study of hotel loyalty program in Malaysia / Chong Ka Leong jthca Chong, Ka Leong Travel and state. Tourism Hotel loyalty programs had shown their importance in the global market and Malaysia is following up this trend. Yet, many of the information from the perspective of customers are still yet to be discovered by researchers. The purpose of this study is to discover the current state of satisfaction and perception of hotel loyalty program and finding out the more preferred program attributes as well as the significant factor associated with the level of satisfaction in the context of Malaysia. A total of 109 survey responses were collected. The result had shown that Malaysian consumers were overall rather satisfied with the current hotel loyalty program and their satisfaction was found highly correlated with the reward value and reward timing provided which was also ranked as most important by the respondents. This study concluded that Malaysians were mostly seeking for direct or immediate reward like monetary discount and least favored on point collection program. Lastly, the Malaysian users were found to have a positive perception on hotel loyalty program that they found the program to be useful and able to provide benefit or advantage to them. Faculty of Hotel Management and Tourism, Universiti Teknologi MARA Selangor, Puncak Alam Campus 2017-09 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/19476/1/AJ_CHONG%20KA%20LEONG%20JTHCA%2017.pdf Chong, Ka Leong (2017) “Your loyalty is rewarded”: a study of hotel loyalty program in Malaysia / Chong Ka Leong. (2017) Journal of Tourism, Hospitality & Culinary Arts (JTHCA) <https://ir.uitm.edu.my/view/publication/Journal_of_Tourism,_Hospitality_=26_Culinary_Arts_=28JTHCA=29.html>, 9 (2). pp. 1-10. ISSN 1985-8914 ; 2590-3837 https://www.jthca.org/ |
| spellingShingle | Travel and state. Tourism Chong, Ka Leong “Your loyalty is rewarded”: a study of hotel loyalty program in Malaysia / Chong Ka Leong |
| title | “Your loyalty is rewarded”: a study of hotel loyalty program in Malaysia / Chong Ka Leong |
| title_full | “Your loyalty is rewarded”: a study of hotel loyalty program in Malaysia / Chong Ka Leong |
| title_fullStr | “Your loyalty is rewarded”: a study of hotel loyalty program in Malaysia / Chong Ka Leong |
| title_full_unstemmed | “Your loyalty is rewarded”: a study of hotel loyalty program in Malaysia / Chong Ka Leong |
| title_short | “Your loyalty is rewarded”: a study of hotel loyalty program in Malaysia / Chong Ka Leong |
| title_sort | “your loyalty is rewarded”: a study of hotel loyalty program in malaysia / chong ka leong |
| topic | Travel and state. Tourism |
| url | https://ir.uitm.edu.my/id/eprint/19476/ https://ir.uitm.edu.my/id/eprint/19476/ |