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Customer satisfaction and loyalty in Malaysian resort hotels: the role of empathy, reliability and tangible dimensions of service quality

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  • Si Ni Yeong
  • Dan Knox
  • Guru Prabhakar

Abstract

This paper applies the SERVQUAL model for the purpose of examining the impacts of the five dimensions of service quality on customer satisfaction and customer loyalty in the hotel industry in Malaysia, and to investigate which factors among said dimensions (tangibles, reliability, responsiveness, assurance and empathy) have a major role in affecting customer satisfaction and loyalty in relation to resort hotels. Questionnaires were used to collect quantitative data for this research by deploying a random sampling strategy to invite 136 hotel guests to complete the survey. The key findings indicate that empathy, tangibles and reliability have significant roles in affecting overall customer satisfaction in the Malaysian resort hotel sector but that responsiveness and assurance were not significantly influential. Empathy was the most significant predictor of customer satisfaction among all of the dimensions, and customer satisfaction has a positive relationship with customer loyalty in this context.

Suggested Citation

  • Si Ni Yeong & Dan Knox & Guru Prabhakar, 2022. "Customer satisfaction and loyalty in Malaysian resort hotels: the role of empathy, reliability and tangible dimensions of service quality," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 41(4), pages 444-462.
    • Handle: RePEc:ids:ijsoma:v:41:y:2022:i:4:p:444-462
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    Cited by:

    1. Siti Noor Aishah Mohd Sidik & Hanis Athirah Abd Sukor & Nur Fatwa Atiqah & Aiezwa Zetty Syafina Saedon & Fatin Syafiqah Mohd Apandi & Muhammad Kamal Fudhail Mohd Rahim, 2024. "Customer Satisfaction among J&T Users in Terengganu," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(9), pages 352-362, September.

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