The service quality evaluation on tourist loyalty in Malaysian hotels by the mediating role of tourist satisfaction
The purpose of this study is to investigate the influence of service quality on tourism loyalty in the hotel industry. Data were collected from international tourists at several top interested places locations in Kuala Lumpur. The study sample included international tourists who stay in four and fiv...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Richtmann Publishing
2015
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| Online Access: | http://psasir.upm.edu.my/id/eprint/46696/ http://psasir.upm.edu.my/id/eprint/46696/1/The%20service%20quality%20evaluation%20on%20tourist%20loyalty%20in%20Malaysian%20hotels%20by%20the%20mediating%20role%20of%20tourist%20satisfaction.pdf |
| _version_ | 1848850717546119168 |
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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 purpose of this study is to investigate the influence of service quality on tourism loyalty in the hotel industry. Data were collected from international tourists at several top interested places locations in Kuala Lumpur. The study sample included international tourists who stay in four and five star hotels in Kuala Lumpur. Service quality with five dimensions includes reliability, assurance, responsiveness, tangible, and empathy is considered as independent variables. From the result of the study, it was found that service quality affects tourist satisfaction and loyalty directly. The finding of this study is helpful for hotel industry. In fact, the finding of this research informs hotelier to understand about the tourist attitude toward service quality in hotel and its impact on their satisfaction and loyalty. |
| first_indexed | 2025-11-15T10:10:44Z |
| format | Article |
| id | upm-46696 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T10:10:44Z |
| publishDate | 2015 |
| publisher | Richtmann Publishing |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-466962022-06-20T08:15:12Z http://psasir.upm.edu.my/id/eprint/46696/ The service quality evaluation on tourist loyalty in Malaysian hotels by the mediating role of tourist satisfaction Keshavarz, Yousef Ali, Mass Hareeza The purpose of this study is to investigate the influence of service quality on tourism loyalty in the hotel industry. Data were collected from international tourists at several top interested places locations in Kuala Lumpur. The study sample included international tourists who stay in four and five star hotels in Kuala Lumpur. Service quality with five dimensions includes reliability, assurance, responsiveness, tangible, and empathy is considered as independent variables. From the result of the study, it was found that service quality affects tourist satisfaction and loyalty directly. The finding of this study is helpful for hotel industry. In fact, the finding of this research informs hotelier to understand about the tourist attitude toward service quality in hotel and its impact on their satisfaction and loyalty. Richtmann Publishing 2015-05 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/46696/1/The%20service%20quality%20evaluation%20on%20tourist%20loyalty%20in%20Malaysian%20hotels%20by%20the%20mediating%20role%20of%20tourist%20satisfaction.pdf Keshavarz, Yousef and Ali, Mass Hareeza (2015) The service quality evaluation on tourist loyalty in Malaysian hotels by the mediating role of tourist satisfaction. Mediterranean Journal Of Social Sciences, 6 (3S2). pp. 680-686. ISSN 2039-9340; ESSN: 2039-2117 https://www.richtmann.org/journal/index.php/mjss/article/view/6641 10.5901/mjss.2015.v6n3s2p680 |
| spellingShingle | Keshavarz, Yousef Ali, Mass Hareeza The service quality evaluation on tourist loyalty in Malaysian hotels by the mediating role of tourist satisfaction |
| title | The service quality evaluation on tourist loyalty in Malaysian hotels by the mediating role of tourist satisfaction |
| title_full | The service quality evaluation on tourist loyalty in Malaysian hotels by the mediating role of tourist satisfaction |
| title_fullStr | The service quality evaluation on tourist loyalty in Malaysian hotels by the mediating role of tourist satisfaction |
| title_full_unstemmed | The service quality evaluation on tourist loyalty in Malaysian hotels by the mediating role of tourist satisfaction |
| title_short | The service quality evaluation on tourist loyalty in Malaysian hotels by the mediating role of tourist satisfaction |
| title_sort | service quality evaluation on tourist loyalty in malaysian hotels by the mediating role of tourist satisfaction |
| url | http://psasir.upm.edu.my/id/eprint/46696/ http://psasir.upm.edu.my/id/eprint/46696/ http://psasir.upm.edu.my/id/eprint/46696/ http://psasir.upm.edu.my/id/eprint/46696/1/The%20service%20quality%20evaluation%20on%20tourist%20loyalty%20in%20Malaysian%20hotels%20by%20the%20mediating%20role%20of%20tourist%20satisfaction.pdf |