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

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  • Yunus, NKY

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

  • Yunus, NKY, 2012. "The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia," MPRA Paper 42167, University Library of Munich, Germany.
    • Handle: RePEc:pra:mprapa:42167
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    File URL: https://mpra.ub.uni-muenchen.de/42167/1/MPRA_paper_42167.pdf
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    References listed on IDEAS

    as
    1. Brown, Steven P. & Lam, Son K., 2008. "A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses," Journal of Retailing, Elsevier, vol. 84(3), pages 243-255.
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    More about this item

    Keywords

    Employee Satisfaction; Customer Satisfaction; Service Quality; Service; Hotel Industry; Internal Factors; External Factors;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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    This paper has been announced in the following NEP Reports:

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