Causal relationship between service guarantees and customer satisfaction in four-and five-star hotels in Malaysia

• Main Author: Mohd Shahril, Aslinda
• Format: Thesis
• Language: English
• Published: 2014
• Subjects: Consumer satisfaction - Malaysia; Customer services - Malaysia; Hospitality industry - Management
• Online Access: http://psasir.upm.edu.my/id/eprint/70213/1/FEP%202014%2028%20-%20IR.pdf; http://psasir.upm.edu.my/id/eprint/70213/
• Institution: Universiti Putra Malaysia

One of the main issues in the hotel sector, particularly in the four-and five-star hotel in Malaysia, is the inability to implement full service guarantees since employee cannot deliver the service promise. The four-and five star hotels continuing difficulty in delivering reliable, high-quality serv...