Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]
Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a pro...
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| Format: | Article |
| Language: | English |
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Universiti Teknologi Mara Cawangan Pulau Pinang
2020
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| Online Access: | https://ir.uitm.edu.my/id/eprint/28818/ |
| _version_ | 1848807132560883712 |
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| author | Sulaiman, Suria Mohd Asri, Dian Aszyanti Atirah Azmi, Azila Mohamad Khamis, Nor Fazllina |
| author_facet | Sulaiman, Suria Mohd Asri, Dian Aszyanti Atirah Azmi, Azila Mohamad Khamis, Nor Fazllina |
| author_sort | Sulaiman, Suria |
| building | UiTM Institutional Repository |
| collection | Online Access |
| description | Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a product or services from the spa industry required product or services that meet their expectations. However, lack of skill of the staff and discomfort ambiance can lead to the unsatisfaction towards the service quality and decrease the level of customer satisfaction in the spa. The objective of this research is to find a relationship between the service quality of staff and ambiance towards customer satisfaction in the spa. This research used a questionnaire survey in order to gather the data. 300 respondents took part in the survey which is conducted in Penang focusing at Batu Ferringhi area. Findings show that there is a relationship between service quality of staff and also ambiance towards customer satisfaction in the spa. |
| first_indexed | 2025-11-14T22:37:58Z |
| format | Article |
| id | uitm-28818 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T22:37:58Z |
| publishDate | 2020 |
| publisher | Universiti Teknologi Mara Cawangan Pulau Pinang |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-288182020-03-20T09:49:38Z https://ir.uitm.edu.my/id/eprint/28818/ Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.] Sulaiman, Suria Mohd Asri, Dian Aszyanti Atirah Azmi, Azila Mohamad Khamis, Nor Fazllina Customer services. Customer relations Research Methodology Spa and wellness tourism are one of the famous and competitive industries compared to the other industries in Malaysia. Recently, spa and wellness tourism has been rapid growth in this country in and this kind of service has been advocated due to health tourism packages. Customer that consumes a product or services from the spa industry required product or services that meet their expectations. However, lack of skill of the staff and discomfort ambiance can lead to the unsatisfaction towards the service quality and decrease the level of customer satisfaction in the spa. The objective of this research is to find a relationship between the service quality of staff and ambiance towards customer satisfaction in the spa. This research used a questionnaire survey in order to gather the data. 300 respondents took part in the survey which is conducted in Penang focusing at Batu Ferringhi area. Findings show that there is a relationship between service quality of staff and also ambiance towards customer satisfaction in the spa. Universiti Teknologi Mara Cawangan Pulau Pinang 2020-01 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/28818/1/AJ_SURIA%20SULAIMAN%20EAJ%20P%2020.pdf Sulaiman, Suria and Mohd Asri, Dian Aszyanti Atirah and Azmi, Azila and Mohamad Khamis, Nor Fazllina (2020) Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.]. (2020) ESTEEM Journal of Social Sciences and Humanities <https://ir.uitm.edu.my/view/publication/ESTEEM_Journal_of_Social_Sciences_and_Humanities.html>, 4. pp. 115-124. ISSN 2600-7274 http://ejssh.uitm.edu.my |
| spellingShingle | Customer services. Customer relations Research Methodology Sulaiman, Suria Mohd Asri, Dian Aszyanti Atirah Azmi, Azila Mohamad Khamis, Nor Fazllina Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.] |
| title | Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.] |
| title_full | Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.] |
| title_fullStr | Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.] |
| title_full_unstemmed | Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.] |
| title_short | Customer satisfaction and service quality of spa in Penang / Suria Sulaiman... [et al.] |
| title_sort | customer satisfaction and service quality of spa in penang / suria sulaiman... [et al.] |
| topic | Customer services. Customer relations Research Methodology |
| url | https://ir.uitm.edu.my/id/eprint/28818/ https://ir.uitm.edu.my/id/eprint/28818/ |