The investigation of the hotels service quality effects on tourist on tourist loyalty
The present study aims to explore the relationship between service quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this research, the population was international tourists who stayin4 and 5-star hotels located in Kuala Lumpur, sample was selected based on clustering...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Marcial Pons Librero
2015
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| Online Access: | http://psasir.upm.edu.my/id/eprint/46641/ http://psasir.upm.edu.my/id/eprint/46641/1/The%20investigation%20of%20the%20hotels%20service%20quality%20effects%20on%20tourist%20on%20tourist%20loyalty.pdf |
| _version_ | 1848850705523146752 |
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| author | Keshavarz, Yousef Ali, Mass Hareeza |
| author_facet | Keshavarz, Yousef Ali, Mass Hareeza |
| author_sort | Keshavarz, Yousef |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | The present study aims to explore the relationship between service quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this research, the population was international tourists who stayin4 and 5-star hotels located in Kuala Lumpur, sample was selected based on clustering sample method. From the result, it was found that price had a significant effect on tourists` expectation toward hotels. Moreover, tourists` expectation has significant influence on perceived service quality but did not influence on their satisfaction. Finally, the result of this survey support that, tourist`s satisfaction and perceived service quality had significant influence on tourists` loyalty toward hotels. The result of this research is helpful for hotelier to plan new strategies for attracting more tourists therefore it leads to economic development in Malaysia. |
| first_indexed | 2025-11-15T10:10:32Z |
| format | Article |
| id | upm-46641 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T10:10:32Z |
| publishDate | 2015 |
| publisher | Marcial Pons Librero |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-466412018-02-23T00:47:46Z http://psasir.upm.edu.my/id/eprint/46641/ The investigation of the hotels service quality effects on tourist on tourist loyalty Keshavarz, Yousef Ali, Mass Hareeza The present study aims to explore the relationship between service quality with tourist satisfaction and loyalty in the Malaysian hotel industry. In this research, the population was international tourists who stayin4 and 5-star hotels located in Kuala Lumpur, sample was selected based on clustering sample method. From the result, it was found that price had a significant effect on tourists` expectation toward hotels. Moreover, tourists` expectation has significant influence on perceived service quality but did not influence on their satisfaction. Finally, the result of this survey support that, tourist`s satisfaction and perceived service quality had significant influence on tourists` loyalty toward hotels. The result of this research is helpful for hotelier to plan new strategies for attracting more tourists therefore it leads to economic development in Malaysia. Marcial Pons Librero 2015 Article NonPeerReviewed text en http://psasir.upm.edu.my/id/eprint/46641/1/The%20investigation%20of%20the%20hotels%20service%20quality%20effects%20on%20tourist%20on%20tourist%20loyalty.pdf Keshavarz, Yousef and Ali, Mass Hareeza (2015) The investigation of the hotels service quality effects on tourist on tourist loyalty. AYER, 2. pp. 327-342. ISSN 1134-2277; ESSN: 2255-5838 http://www.ayeronline.com |
| spellingShingle | Keshavarz, Yousef Ali, Mass Hareeza The investigation of the hotels service quality effects on tourist on tourist loyalty |
| title | The investigation of the hotels service quality effects on tourist on tourist loyalty |
| title_full | The investigation of the hotels service quality effects on tourist on tourist loyalty |
| title_fullStr | The investigation of the hotels service quality effects on tourist on tourist loyalty |
| title_full_unstemmed | The investigation of the hotels service quality effects on tourist on tourist loyalty |
| title_short | The investigation of the hotels service quality effects on tourist on tourist loyalty |
| title_sort | investigation of the hotels service quality effects on tourist on tourist loyalty |
| url | http://psasir.upm.edu.my/id/eprint/46641/ http://psasir.upm.edu.my/id/eprint/46641/ http://psasir.upm.edu.my/id/eprint/46641/1/The%20investigation%20of%20the%20hotels%20service%20quality%20effects%20on%20tourist%20on%20tourist%20loyalty.pdf |