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A Study of Customer Satisfaction toward Service Quality of Hotels in Langkawi

Author

Listed:
  • Noraslinda Mohd Said

    (Faculty of Hotel and Tourism Management, Universiti Teknologi MARA (UiTM), Cawangan Pulau Pinang, Pulau Pinang, Malaysia)

  • Nursyafiqah A Raman

    (Faculty of Hotel and Tourism Management, Universiti Teknologi MARA (UiTM), Cawangan Pulau Pinang, Pulau Pinang, Malaysia)

  • Johanudin Lahap

    (Faculty of Hotel and Tourism Management, Universiti Teknologi MARA (UiTM), Cawangan Pulau Pinang, Pulau Pinang, Malaysia)

  • Fadhlina Mahat

    (Faculty of Hotel and Tourism Management, Universiti Teknologi MARA (UiTM), Cawangan Pulau Pinang, Pulau Pinang, Malaysia)

  • Teku Zariff Zaeimoedin

    (Faculty of Hotel and Tourism Management, Universiti Teknologi MARA (UiTM), Cawangan Pulau Pinang, Pulau Pinang, Malaysia)

  • Mas Affandy Mashuri

    (Faculty of Hotel and Tourism Management, Universiti Teknologi MARA (UiTM), Cawangan Pulau Pinang, Pulau Pinang, Malaysia)

Abstract

The hospitality industry is growing, and the main factors contributing to its success are service quality and customer satisfaction. The main aim of this study is to examine factors that influence customer satisfaction towards the service quality offered by hotels in Langkawi. Langkawi is an Island located in the northern part of Peninsular Malaysia, the island attracts many visitors domestically and internationally making it among the most popular tourist destinations in Malaysia. For the methodology, this research adopts descriptive analysis to analyze the relationship between the quality of service toward customer satisfaction provided by hotels that exist in Langkawi. The data was then analyzed by SPSS by using spearmen correlation analysis. The findings reveal that the five dimensions (tangible, dependability, responsiveness, assurance, and empathy) were known to have a positive relationship with customer satisfaction. Based on the results, it was discovered that assurance scored the highest level of importance towards customer satisfaction. Hence, it can be concluded that despite many factors influencing customer satisfaction, it was found that customer assurance plays a vital role in service quality, particularly in Langkawi hotels.

Suggested Citation

  • Noraslinda Mohd Said & Nursyafiqah A Raman & Johanudin Lahap & Fadhlina Mahat & Teku Zariff Zaeimoedin & Mas Affandy Mashuri, 2025. "A Study of Customer Satisfaction toward Service Quality of Hotels in Langkawi," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(2), pages 2819-2827, February.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-2:p:2819-2827
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    References listed on IDEAS

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    2. Bashir Ahmad Fida & Umar Ahmed & Yousuf Al-Balushi & Dharmendra Singh, 2020. "Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman," SAGE Open, , vol. 10(2), pages 21582440209, May.
    3. Dr. Sakun Boon-itt & Dr. Nopadol Rompho, 2012. "Measuring Service Quality Dimensions: An Empirical Analysis of Thai Hotel Industry," International Journal of Business Administration, International Journal of Business Administration, Sciedu Press, vol. 3(5), pages 52-63, September.
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