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

International Journal of Economics Business and Management Studies, 1(1), 22-29, 2012

8 Pages Posted: 23 Sep 2012

See all articles by Nek Yunus

Nek Yunus

Universiti Pendidikan Sultan Idris - Faculty of Business and Economics

Salomawati Ishak

affiliation not provided to SSRN

Date Written: 2012

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.

Keywords: Employee Satisfaction, Customer Satisfaction, Service Quality, Service, Hotel Industry, Internal Factors, External Factors

Suggested Citation

Yunus, Nek and Ishak, Salomawati, The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia (2012). International Journal of Economics Business and Management Studies, 1(1), 22-29, 2012, Available at SSRN: https://ssrn.com/abstract=2150994

Nek Yunus (Contact Author)

Universiti Pendidikan Sultan Idris - Faculty of Business and Economics

Tanjong Malim, Perak 35900
Malaysia

Salomawati Ishak

affiliation not provided to SSRN

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