IDEAS home Printed from https://ideas.repec.org/a/onl/ijebms/v1y2012i1p22-29id277.html
   My bibliography  Save this article

The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia

Author

Listed:
  • Nek Kamal Yeop Yunus
  • Salomawati Ishak

Abstract

This paper is focused on hotel customers' internal and external satisfaction. Some previous studies had only focused on the customers' external satisfaction and only a few studies had managed to link between the two variables. The study also looked into factors which may act as internal variables such as the employer-employee relationship, employee relationship as well as employee- customer relationship. As for the external variables, these may involve looking into other aspects of satisfaction, such as customer satisfaction towards the service and facilities provided by the hotel. The main focus of the study was to view the relationship between the customers' intrinsic satisfaction with the customers' external satisfaction and the factors which may influence the customers. The data had been randomly gathered from 120 samples by questionnaire distribution among hotel guests and employees in Kuala Lumpur, Port Dickson, Penang, Trengganu and Kota Kinabalu. Overall, this study had managed to uncover the factors which influenced customers' internal and external satisfaction and also discovered possible relationship between the two types of satisfaction.

Suggested Citation

  • Nek Kamal Yeop Yunus & Salomawati Ishak, 2012. "The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia," International Journal of Economics, Business and Management Studies, Online Science Publishing, vol. 1(1), pages 22-29.
    • Handle: RePEc:onl:ijebms:v:1:y:2012:i:1:p:22-29:id:277
    as

    Download full text from publisher

    File URL: https://www.onlinesciencepublishing.com/index.php/ijebms/article/view/277/419
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:onl:ijebms:v:1:y:2012:i:1:p:22-29:id:277. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Pacharapa Naka (email available below). General contact details of provider: https://www.onlinesciencepublishing.com/index.php/ijebms/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.