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


  • Yunus, NKY


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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    References listed on IDEAS

    1. Coen N. Teulings & Casper G. de Vries, 2003. "Generational Accounting, Solidarity and Pension Losses," Tinbergen Institute Discussion Papers 03-094/3, Tinbergen Institute.
    2. Metin Ercen & Deniz Gokce, 1998. "Defined Contribution Model: Definition, Theory and an Application for Turkey," Istanbul Stock Exchange Review, Research and Business Development Department, Borsa Istanbul, vol. 2(8-7), pages 33-51.
    3. Coen Teulings & Casper Vries, 2006. "Generational Accounting, Solidarity and Pension Losses," De Economist, Springer, vol. 154(1), pages 63-83, March.
    4. Serdar Sayan & Arzdar Kiraci, 2001. "Identification of parametric policy options for rehabilitating a pay-as-you-go based pension system: an optimization analysis for Turkey," Applied Economics Letters, Taylor & Francis Journals, vol. 8(2), pages 89-93.
    5. Sayan, Serdar & Kiraci, Arzdar, 2001. "Parametric pension reform with higher retirement ages: A computational investigation of alternatives for a pay-as-you-go-based pension system," Journal of Economic Dynamics and Control, Elsevier, vol. 25(6-7), pages 951-966, June.
    6. Ahmet Tuncay Teksoz & Serdar Sayan, 2002. "Simulation of Benefits and Risks after the Planned Privatization of the Pension System in Turkey: Is the Expected Boost to Financial Markets Feasible?," Emerging Markets Finance and Trade, Taylor & Francis Journals, vol. 38(5), pages 23-45, October.
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    More about this item


    Employee Satisfaction; Customer Satisfaction; Service Quality; Service; Hotel Industry; Internal Factors; External Factors;

    JEL classification:

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

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