Structural Relationships between Aspects of Hotel Service Quality and Their Effect on Tourist Satisfaction
Hubungan Struktur antara Aspek Kualiti Perkhidmatan Hotel dan Kesannya ke Atas Kepuasan Pelancong

Labuan International School of Business and Finance
Universiti Malaysia Sabah
Labuan International Campus
Jln Sg. Pagar 87000 Labuan
F.T., Sabah, Malaysia

azahsuki@yahoo.com

Abstract

This study examines the impact of assurance, reliability, responsiveness, tangibles and empathy on the level of tourist satisfaction with hotel service delivery. A questionnaire is distributed to 200 respondents who are patrons of hotels in the Federal Territory of Labuan, Malaysia and are familiar with their services. The resulting data is analyzed using Structural Equation Modeling (SEM) via AMOS 5.0. The findings support previous research and demonstrate that tourists’ satisfaction can be enriched by changes and improvements in hotel services significantly associated with empathy, tangibles, reliability, and responsiveness. The amount of empathy perceived serves as the best predictor of tourist satisfaction, followed by the extent of the discernible tangible benefits. By recognizing the impact of assurance, reliability, responsiveness, tangibles and empathy on tourist satisfaction with hotel service delivery, tourism marketers and planners should be able to attract more tourists by placing greater emphasis on the key aspects of hotel service considered in this study.

Keywords

Assurance; Empathy; Hotel Services; Reliability; Responsiveness; Tangibles; Tourist Satisfaction

Citation

Mohd Suki, N. (2012). Structural Relationships between Aspects of Hotel Service Quality and Their Effect on Tourist Satisfaction. Jurnal Pengurusan, 36, 113–121.

@article{mohdsuki2012structural,
  title={Structural Relationships between Aspects of Hotel Service Quality and Their Effect on Tourist Satisfaction},
  author={Mohd Suki, Norazah},
  journal={Jurnal Pengurusan},
 

volume={36},
  number={},
  pages={113—121},
  year={2012},
  doi={},
  publisher={Penerbit UKM},
}

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36 (2012) 113 – 121

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