Causal relationship between service guarantees and customer satisfaction in four-and five-star hotels in Malaysia

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Causal relationship between service guarantees and customer satisfaction in four-and five-star hotels in Malaysia

One of the main issues in the hotel sector, particularly in the four-and five-star hotel in Malaysia, is the inability to implement full service guarantees since employee cannot deliver the service promise. The four-and five star hotels continuing difficulty in delivering reliable, high-quality serv...

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Bibliographic Details
Main Author:	Mohd Shahril, Aslinda
Format:	Thesis
Language:	English
Published:	2014
Subjects:	Consumer satisfaction - Malaysia Customer services - Malaysia Hospitality industry - Management
Online Access:	http://psasir.upm.edu.my/id/eprint/70213/ http://psasir.upm.edu.my/id/eprint/70213/1/FEP%202014%2028%20-%20IR.pdf

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