Consumer Perceptions of Service Quality in Malaysia (An Explorative Study of Selected Deluxe Hotels)

Journal of Administrative Science, Vol. 2, pp 110-119 (2001)

16 Pages Posted: 24 Aug 2015

See all articles by M. Sadiq Sohail

M. Sadiq Sohail

King Fahd University of Petroleum & Minerals (KFUPM)

Date Written: August 23, 2015

Abstract

The perceptions of guests are of paramount significance and the hoteliers should know about the key aspects of service quality and their order of importance. This is the main objective of this research, that is, to make the hoteliers aware of what service quality is all about. Through this article, it has been endeavored to examine the differences between hoteliers' perceptions vis-a-vis guests' perceptions. The importance of service quality as a major marketing and competitive 1001 for deluxe hotels has also been put forward. Finally, the article also examines whether deluxe hotels in Malaysia have met the expectations of their guests and as to how they could improve the quality of their services.

Keywords: Service quality, Hotel management, Hotel marketing

Suggested Citation

Sohail, M. Sadiq, Consumer Perceptions of Service Quality in Malaysia (An Explorative Study of Selected Deluxe Hotels) (August 23, 2015). Journal of Administrative Science, Vol. 2, pp 110-119 (2001). Available at SSRN: https://ssrn.com/abstract=2649563

M. Sadiq Sohail (Contact Author)

King Fahd University of Petroleum & Minerals (KFUPM) ( email )

Dhahran, 31261
Saudi Arabia

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