COMPARATIVE STUDY OF QUALITY ATTRIBUTE BETWEEN EXPECTATION AND EXPERIENCE IN TOURISM INDUSTRY

Nik Sharifuddin, Nik Sharom (2017) COMPARATIVE STUDY OF QUALITY ATTRIBUTE BETWEEN EXPECTATION AND EXPERIENCE IN TOURISM INDUSTRY. Other thesis, UNIVERSITI TUN HUSSEIN ONN MALAYSIA.

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Abstract

Perhentian Island is located in the South China Sea about 20 km from the coast of Kuala Besut This Island is considered as the one of beautiful island in the world and have attracted many foreign tourists visiting every year. However, Perhentian Island become polluted due to the ineffective solid and sewage management. Moreover, unstructured resort development along the coastal at Perhentian Island is built without thinking the impacts to the coastal environment such as marine pollution, coastal damage and increased water nutrients caused by unmanageable sewage disposal and tourist’s behavior. The objective of this research are (1) to identify the extent level of quality practices in term of expectation and experience amongst tourist in Perhentian Island, (2) identify differences of quality attributes between experience and expectation, (3) identify differences of quality attributes amongst demographic and (4) identify the relation between quality attribute and customer satisfaction. Quantitative methods were used in the research. Statistical Package for Social Sciences (SPSS) version 23 was used for data analysis. Result showed that all element had higher extent level of expectation and experience. Result showed there was a significant difference between quality attributes and product and activities, (Z = -2.674, p < 0.05), there was a significant difference between quality attributes and food and beverages, (Z = -3.017, p < 0.05) and there was a significant difference between quality attributes and affective destination image, (Z = -2.825, p < 0.05). Result showed that there is significant differences between demographic and quality attributes, accessibility resort and destination (U= 460.5, p < 0.05), hospitality quality (U= 397.5, p < 0.05), travel attributes (U= 470.5, p < 0.05). Result show that there was strong positive relation between accessibility resort and destination and customer satisfaction, (r = 0.787, n = 150, p < 0.05) and there was a strong positive relation between hospitality quality and customer satisfaction, (r = 0.778, n = 150, p < 0.05). There was strong positive relation between travel attribute and customer satisfaction, (r = 0.693, n = 150, p < 0.05). The research is to gain guest’s satisfaction is important for obtaining tourists would fail without gaining their satisfaction.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Technology Management and Business > Department of Production and Operation Management
Depositing User: Mr. Te Chuan Lee
Date Deposited: 07 Mar 2018 09:39
Last Modified: 07 Mar 2018 09:39
URI: http://ethesis.uthm.edu.my/id/eprint/409

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