Determining Quality Factors Contributing to Chalet and Resort Guest Lodging Satisfaction using SERVQUAL Dimension Analysis
Abstract
The aim of this study is to determine the relationship between quality factors: service, facility, and location and chalet and resort guest satisfaction by utilizing the SERVQUAL dimension. The sample of the study involving 152 guests from five selected chalets and resorts along the beach of Pengkalan Balak, Malacca, Malaysia. The correlation analysis provided supports for the existent of the relationship between guest satisfaction and the studied dimensions. It is noteworthy to justify that customers were satisfied with the service provided and the relationship between the SERVQUAL dimension and satisfaction was explored. Now, the direction of the tourism industry in Malaysia has discerned towards. Thus, the government can sally forth to face the proactive action to support the small and medium industry (SME) tourism business entities by improving the aforementioned quality factors. If the quality is maintained and continued to serve well, the chalet and resort lodging businesses in Pengkalan Balak could have beneficial effects upon the tourism industry which ultimately flourish the surrounding community and spark interest among tourists to visit the destination.
References
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[21] Minh, N.H., Ha, N.T., Anh, P.C., Matsui, Y. 2015. Service quality and customer satisfaction: A case study of hotel industry in Vietnam. Asian Social Science, 11: 73–85. DOI: https://doi.org/10.5539/ass.v11n10p73
[22] Mohsin, A., Rodrigues, H., Brochado, A. 2019. Shine bright like a star: Hotel performance and guests’ expectations based on star ratings. International Journal of Hospitality Management, 83:103–114. DOI:https://doi.org/10.1016/j.ijhm.2019.04.012
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[24] Ngan, H.T. 2017. Analysis the relationship among service quality, customer satisfaction, and customer loyalty with hotel industry in hanoi vietnam. Ph.D. dissertation, (Master). College of Management, I-Shou University.
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[26] Omar, M.K., Rashid, A.M., Puad, M.H.M. 2018. Examining job satisfaction factors toward retaining Malaysian TVET instructors in the teaching profession. International Journal of Engineering & Technology, 7: 44–49. DOI:https://dx.doi.org/10.14419/ijet.v7i2.10.10952
[27] Omar, M.K., et al. 2018. Job Satisfaction and Motivation to Teach: Predicting Intrinsic and Extrinsic Factors towards Retaining Career-Switchers in The Teaching Profession. International Journal of Education, 3: 59–76.
[28] Parasuraman, A., Zeithaml, V.A., Berry, L.L. 1988. Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64:12.
[29] Patil, A.N., Hublikar, S.P., Faria, L.S., Khadilkar, S.S. 2019. Improving service quality of hotel business using collective QFD and signal to noise ratio. OmniScience: A Multi-Disciplinary Journal, 9: 34–41. DOI: https://doi.org/10.37591/.v9i1.1664
[30] Pavala, K. 2018. Statistik kedatangan pelancong ke negeri Melaka bagi tahun 1999 – 2017. The Malaysia’s Open Data Portal. Available at: http://www.data.gov.my/data/ms_MY/dataset/statistik-kedatangan-pelancong-ke-negeri-melaka-bagi-tahun-1999-2017
[31] Pillai, V. 2019. Tourists spend RM21.4 billion in first quarter of 2019. Free Malaysia Today. Available at: https://www.freemalaysiatoday.com/category/nation/2019/05/29/tourists-spent-rm21-4-billion-in-first-quarter-of-2019/
[32] Rasdi, R.M., Ismail, M., Uli, J., Noah, S.M. 2009. Towards developing a theoretical framework for measuring public sector managers’ career success. Journal of European Industrial Training 33:232–254. DOI:https://doi.org/10.1108/03090590910950596
[33] Rauch, D.A., Collins, M.D., Nale, R.D., Barr, P.B. 2015. Measuring service quality in mid-scale hotels. International Journal of Contemporary Hospitality Management, 27: 87–106. DOI: https://doi.org/10.1108/IJCHM-06-2013-0254
[34] Roslan, N.A.A., Wahab, E., Abdullah, N.H. 2015. Service quality: A case study of logistics sector in Iskandar Malaysia using SERVQUAL model. Procedia-Social and Behavioral Sciences, 172: 457–62. DOI:https://doi.org/10.1016/j.sbspro.2015.01.380
[35] Rozmal, K. 2018. Industri Pelancongan, Penyumbang Ekonomi Ke-3 Terbesar. Available at: https://kapital.my/2018/11/industri-pelancongan-penyumbang-ekonomi-ke-3-terbesar/
[36] Samplson, S.E. 2001. Understanding service businesses-applying principles of the unified service theory. USA: WILEY.
[37] Shafiq, A., Mostafiz, M.I., Taniguchi, M. 2019. Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia. Journal of Tourism Futures, 5: 62–74. DOI: https://doi.org/10.1108/JTF-01-2018-0004
[38] Shah, S.N., Jan, S. 2018. Effect of Service Quality and Customer Satisfaction on Hotel Industry of Pakistan. Journal of Managerial Sciences, 12: 111–125.
[39] Shahin, A. 2006. SERVQUAL and model of service quality gaps: a framework for determining and prioritizing critical factors in delivering quality services. In: Service Quality: An Introduction, India: The ICFAI University Press; 2 p. 117–31.
[40] Taib, A., Krauss, S.E., Ismail, I.A. Executive retention in a Malaysian research and development organization. Education, Sustainability & Society, 2: 1–3. DOI: https://doi.org/10.26480/ess.01.2019.01.03
[41] Todua, N., Jashi, C. 2016. Main Aspects of service quality in the Hotel Industry of Georgia. 4 th International Conference on Contemporary Marketing Issues ICCMI June 22-24, Heraklion, Greece
[42] Wang, Y.L., Tainyi, L., Luarn P., Lu, H.P. 2015. Contribution and Trend to Quality Research–a literature review of SERVQUAL model from 1998 to 2013. Informatica Economica, 19: 34–45.
[43] Zamri, M.T., Jamin, A., Mohd Akhuan, A. 2015. Modelling Importance Performance Analysis (IPA) to improve service quality of luxury hotels. Innovation and best practise of hospitality and tourism, Malacca: CRC Press.
[44] Zeithaml, V.A., Bitner, M.J., Gremler, D.D. 2003. Services Marketing: Integrating Customer Focus across the Firm. 7th ed. McGraw-Hill Education.
[2] Abdullah, N.S.N., et al. 2018. Examining level of spirituality among Malaysian youth. Indian Journal of Public Health Research & Development, 9: 1515–1520. DOI: https://doi.org/10.1016/j.sbspro.2011.04.097
[3] Abu Khalifeh, A.N., Som, A.P.M. 2016. Hotel Restaurants’ Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. Asia-Pacific Journal of Innovation in Hospitality and Tourism, 5:21–39.
[4] Akbaba, A. 2006. Measuring service quality in the hotel industry: A study in a business hotel in Turkey. International Journal of Hospitality Management, 25:170–192. DOI: https://doi.org/10.1016/j.ijhm.2005.08.006
[5] Alauddin, M., Ahsan, S.H., Mowla, M.M., Islam, M.M. 2019. Investigating the relationship between service quality, customer satisfaction and customer loyalty in hotel industry: Bangladesh perspective. Global Journal of Management And Business Research, 19: 1–8.
[6] Azman, F. 2019. Pelancongan negara catat pertumbuhan 16.9 peratus pada suku pertama 2019. Available at: https://www.astroawani.com/berita-malaysia/pelancongan-negara-catat-pertumbuhan-169-peratus-pada-suku-pertama-2019-208880
[7] Bakirtzoglou, P., Vryoni, S., Ioannou, A. 2018. Hotel spa managers’ perceptions of service quality in Greece. Serbian Journal of Management, 13: 323–334. DOI: https://doi.org/10.5937/sjm13-13687
[8] Butt, M.M., de Run, E.C. 2010. Private healthcare quality: applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7): 658-673. DOI: https://doi.org/10.1108/09526861011071580
[9] Ceylan, C., Ozcelik, A.B. 2016. A Circular Approach to SERVQUAL and HOLSAT: An Implementation Suggestion. Journal of Hotel & Business Management, 5: 1–10. DOI: http://dx.doi.org/10.4172/2169-0286.1000125
[10] Chaturvedi, R.K. 2017. Mapping service quality in hospitality industry: A case through SERVQUAL. Asian Journal of Management, 8: 413–423. DOI: https://doi.org/10.5958/2321-5763.2017.00066.X
[11] De Mooij, M., Hofstede, G. 2010. The Hofstede model: Applications to global branding and advertising strategy and research. International Journal of Advertising, 29:85–110.
[12] Ganesh, J., Arnold, M.J., Reynolds, K.E. 2000. Understanding the customer base of service providers: an examination of the differences between switchers and stayers. Journal of Marketing, 64: 65–87. DOI: https://doi.org/10.1509/jmkg.64.3.65.18028
[13] Getty, J.M., Getty, R.L. 2003. Lodging quality index (LQI): assessing customers’ perceptions of quality delivery. International Journal of Contemporary Hospitality Management, 15: 94–104.
[14] Heskett, J.L., et al. 1994. Putting the service-profit chain to work. Harvard Business Review, 72: 164–174.
[15] Hsiao, T.Y., Chuang, C.M., Kuo, N-W., Yu, SM-F.2014. Establishing attributes of an environmental management system for green hotel evaluation. International Journal of Hospitality Management, 36: 197–208. DOI:https://doi.org/10.1016/j.ijhm.2013.09.005
[16] Jasinskas, E., Streimikiene, D., Svagzdiene, B., Simanavicius, A. 2016. Impact of hotel service quality on the loyalty of customers. Economic Research-Ekonomska Istraživanja, 29: 559–572. DOI:https://doi.org/10.1080/1331677X.2016.1177465
[17] Keetanjaly, A., Kadir, S.A., Luan, W.S., Abdullah, A. 2019. The role of creativity in principals’ leadership practices towards parental involvement. International Journal of Educational Management, 33(6): 1352-1365. DOI:https://doi.org/10.1108/IJEM-11-2018-0348
[18] Kumar, M., Kee, F.T., Manshor, A.T. 2009. Determining the relative importance of critical factors in delivering service quality of banks. Managing Service Quality: An International Journal, 19(2): 211–228. DOI:https://doi.org/10.1108/09604520910943198
[19] Lee, W-H., Cheng, C-C. 2018. Less is more: A new insight for measuring service quality of green hotels. International Journal of Hospitality Management, 68: 32–40. DOI: https://doi.org/10.1016/j.ijhm.2017.09.005
[20] Luo, Z., Qu, H. 2016. Guest-defined hotel service quality and its impacts on guest loyalty. Journal of Quality Assurance in Hospitality & Tourism, 17: 311–332. DOI: https://doi.org/10.1080/1528008X.2015.1077185
[21] Minh, N.H., Ha, N.T., Anh, P.C., Matsui, Y. 2015. Service quality and customer satisfaction: A case study of hotel industry in Vietnam. Asian Social Science, 11: 73–85. DOI: https://doi.org/10.5539/ass.v11n10p73
[22] Mohsin, A., Rodrigues, H., Brochado, A. 2019. Shine bright like a star: Hotel performance and guests’ expectations based on star ratings. International Journal of Hospitality Management, 83:103–114. DOI:https://doi.org/10.1016/j.ijhm.2019.04.012
[23] Moshin, A., Rodrigues, H., Brochado, A. 2019. Shine bright like a star: Hotel performance and guests’ expectations based on star ratings. International Journal of Hospitality Management, 83:103–114.
[24] Ngan, H.T. 2017. Analysis the relationship among service quality, customer satisfaction, and customer loyalty with hotel industry in hanoi vietnam. Ph.D. dissertation, (Master). College of Management, I-Shou University.
[25] Nikolaidis, D., Chrysikou, S.C., Alexandris, K. 2016. Testing the relationship between hotel service quality and hotel brand personality. International Journal of Hospitality and Event Management, 1: 355–369. DOI: https://dx.doi.org/10.1504/IJHEM.2016.082170
[26] Omar, M.K., Rashid, A.M., Puad, M.H.M. 2018. Examining job satisfaction factors toward retaining Malaysian TVET instructors in the teaching profession. International Journal of Engineering & Technology, 7: 44–49. DOI:https://dx.doi.org/10.14419/ijet.v7i2.10.10952
[27] Omar, M.K., et al. 2018. Job Satisfaction and Motivation to Teach: Predicting Intrinsic and Extrinsic Factors towards Retaining Career-Switchers in The Teaching Profession. International Journal of Education, 3: 59–76.
[28] Parasuraman, A., Zeithaml, V.A., Berry, L.L. 1988. Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64:12.
[29] Patil, A.N., Hublikar, S.P., Faria, L.S., Khadilkar, S.S. 2019. Improving service quality of hotel business using collective QFD and signal to noise ratio. OmniScience: A Multi-Disciplinary Journal, 9: 34–41. DOI: https://doi.org/10.37591/.v9i1.1664
[30] Pavala, K. 2018. Statistik kedatangan pelancong ke negeri Melaka bagi tahun 1999 – 2017. The Malaysia’s Open Data Portal. Available at: http://www.data.gov.my/data/ms_MY/dataset/statistik-kedatangan-pelancong-ke-negeri-melaka-bagi-tahun-1999-2017
[31] Pillai, V. 2019. Tourists spend RM21.4 billion in first quarter of 2019. Free Malaysia Today. Available at: https://www.freemalaysiatoday.com/category/nation/2019/05/29/tourists-spent-rm21-4-billion-in-first-quarter-of-2019/
[32] Rasdi, R.M., Ismail, M., Uli, J., Noah, S.M. 2009. Towards developing a theoretical framework for measuring public sector managers’ career success. Journal of European Industrial Training 33:232–254. DOI:https://doi.org/10.1108/03090590910950596
[33] Rauch, D.A., Collins, M.D., Nale, R.D., Barr, P.B. 2015. Measuring service quality in mid-scale hotels. International Journal of Contemporary Hospitality Management, 27: 87–106. DOI: https://doi.org/10.1108/IJCHM-06-2013-0254
[34] Roslan, N.A.A., Wahab, E., Abdullah, N.H. 2015. Service quality: A case study of logistics sector in Iskandar Malaysia using SERVQUAL model. Procedia-Social and Behavioral Sciences, 172: 457–62. DOI:https://doi.org/10.1016/j.sbspro.2015.01.380
[35] Rozmal, K. 2018. Industri Pelancongan, Penyumbang Ekonomi Ke-3 Terbesar. Available at: https://kapital.my/2018/11/industri-pelancongan-penyumbang-ekonomi-ke-3-terbesar/
[36] Samplson, S.E. 2001. Understanding service businesses-applying principles of the unified service theory. USA: WILEY.
[37] Shafiq, A., Mostafiz, M.I., Taniguchi, M. 2019. Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia. Journal of Tourism Futures, 5: 62–74. DOI: https://doi.org/10.1108/JTF-01-2018-0004
[38] Shah, S.N., Jan, S. 2018. Effect of Service Quality and Customer Satisfaction on Hotel Industry of Pakistan. Journal of Managerial Sciences, 12: 111–125.
[39] Shahin, A. 2006. SERVQUAL and model of service quality gaps: a framework for determining and prioritizing critical factors in delivering quality services. In: Service Quality: An Introduction, India: The ICFAI University Press; 2 p. 117–31.
[40] Taib, A., Krauss, S.E., Ismail, I.A. Executive retention in a Malaysian research and development organization. Education, Sustainability & Society, 2: 1–3. DOI: https://doi.org/10.26480/ess.01.2019.01.03
[41] Todua, N., Jashi, C. 2016. Main Aspects of service quality in the Hotel Industry of Georgia. 4 th International Conference on Contemporary Marketing Issues ICCMI June 22-24, Heraklion, Greece
[42] Wang, Y.L., Tainyi, L., Luarn P., Lu, H.P. 2015. Contribution and Trend to Quality Research–a literature review of SERVQUAL model from 1998 to 2013. Informatica Economica, 19: 34–45.
[43] Zamri, M.T., Jamin, A., Mohd Akhuan, A. 2015. Modelling Importance Performance Analysis (IPA) to improve service quality of luxury hotels. Innovation and best practise of hospitality and tourism, Malacca: CRC Press.
[44] Zeithaml, V.A., Bitner, M.J., Gremler, D.D. 2003. Services Marketing: Integrating Customer Focus across the Firm. 7th ed. McGraw-Hill Education.
Published
2020-09-13
How to Cite
OMAR, Muhd Khaizer et al.
Determining Quality Factors Contributing to Chalet and Resort Guest Lodging Satisfaction using SERVQUAL Dimension Analysis.
Journal of Environmental Management and Tourism, [S.l.], v. 11, n. 6, p. 1537 - 1549, sep. 2020.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/5541>. Date accessed: 25 dec. 2024.
doi: https://doi.org/10.14505/jemt.v11.6(46).24.
Section
Article
Copyright© 2024 The Author(s). Published by ASERS Publishing 2024. This is an open access article distributed under the terms of CC-BY 4.0 license.