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2013 (Vol. 5, Issue: 17)
Article Information:

Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia

Amirreza Forozia, Mohammad Sadeghi Zadeh and Mahnaz Hemmati Noedoust Gilani Faculty of Management, Multimedia University, Cyberjaya, Malaysia
Corresponding Author:  Amirreza Forozia 

Key words:  Customer satisfaction, hospitality industry, perceived value, service quality and customer expectation, , ,
Vol. 5 , (17): 4329-4335
Submitted Accepted Published
July 31, 2012 September 08, 2012 May 01, 2013
Abstract:

Today, Malaysia is the destination of millions of tourists from Middle East countries.3star hotels are the common choice of these travellers due to appropriate service quality and reasonable charges. The purpose of this study is to test the relationship of perceived value, service quality and customer expectation with customer satisfaction. This study uses questionnaire method to collect data from the respondents. The respondents were the Middle East tourists who stayed in 3star hotels at Kuala Lumpur. A total of 300 questionnaires were distributed, out of which 200 were completed. The findings from this study recognized the service quality as the most significant factor effecting the customer satisfaction. This study also proved that customer satisfaction is a key factor that leads the hospitality industry to success and gain competitive advantages. Therefore, findings of this study shall assist the hospitality management to recognize their flaws and minimize the factors causing dissatisfaction among the tourists.
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  Cite this Reference:
Amirreza Forozia, Mohammad Sadeghi Zadeh and Mahnaz Hemmati Noedoust Gilani Faculty of Management, Multimedia University, Cyberjaya, Malaysia, 2013. Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia.  Research Journal of Applied Sciences, Engineering and Technology, 5(17): 4329-4335.
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ISSN (Online):  2040-7467
ISSN (Print):   2040-7459
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