Pengukuran kepuasan pelanggan dalaman bagi industri hospitaliti: kajian kes industri perhotelan di Pantai Timur Semenanjung Malaysia

• Main Authors: Khairul Anuar Mohd Ali, Suzyanty Mohd Shokory
• Format: Article
• Published: Penerbit ukm 2009
• Online Access: http://journalarticle.ukm.my/1922/; http://www.ukm.my/~ppsmfst/jqma/index.html
• Institution: Universiti Kebangsaan Malaysia

This study investigates the internal customer’s satisfaction level for the East Coast hotel industry using the SERVQUAL Model. Through SERVQUAL Model, the quality of services provided by each Human Resource Department from selected hotels are assessed by determining the expectation and perception...