An Investigation of Determinants of Customer Satisfaction in Hotel Industry

Running head: AN INVESTIGATION OF DETERMINANTS OF CUSTOMER
SATISFACTION IN HOTEL INDUSTRY
An investigation of determinants of customer satisfaction in “Hotel
Industry: A case of “Hotel Malaysia
Component 1: Literature Review
Name of the Student
Name of the University

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AN INVESTIGATION OF DETERMINANTS OF CUSTOMER SATISFACTION IN HOTEL
INDUSTRY
Table of Contents
Assessment Component 1: Literature review..................................................................................4
1.0 Introduction...........................................................................................................................4
1.1 Background............................................................................................................................4
1.2 Purpose and Problem Statement............................................................................................6
1.3 Significance of research.........................................................................................................6
1.4 Research Aim.........................................................................................................................7
2.0 Literature Review.................................................................................................................8
2.1 Customer Satisfaction............................................................................................................8
2.2 Customer Loyalty..................................................................................................................9
2.3 Customer Expectations........................................................................................................11
2.4 Customer Relationship Management (CRM)......................................................................13
2.5 Matrix analysis.....................................................................................................................14
3.0 Conclusion...............................................................................................................................15
3.1 Implication for future research............................................................................................15
3.2 Research Questions..............................................................................................................15
3.3 Research Objectives.............................................................................................................15
3.4 Research Framework...........................................................................................................16
References......................................................................................................................................17

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AN INVESTIGATION OF DETERMINANTS OF CUSTOMER SATISFACTION IN HOTEL
INDUSTRY

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AN INVESTIGATION OF DETERMINANTS OF CUSTOMER SATISFACTION IN HOTEL
INDUSTRY
Assessment Component 1: Literature review
1.0 Introduction
1.1 Background
Malaysia has been a federation including Sabah and Sarawak, known as East Malaysia
and southern part of Malay Peninsula. The diversity of the country has been the main attraction
for tourism. According to Malaysian Tourism Satellite Account, there has been increase by 15.5
million number of tourist from 115.3 million in 1010 to 131.0 million in 2011 (Hamid et al.
2018). According to Business Dictionary, hotels have been commercial establishment that helps
in providing guests services, meals and lodging for tourists. Based on the level of services
provided by hotels, it can be divided into several categories of luxury or economic. However,
small increment in the customer loyalty will cause huge increment in customer satisfaction level.
Hotel Malaysia has been one of the budget hotel in Malaysia providing rooms and meals at
reasonable costs to tourists (Ali and Amin 2014). It include simple rooms have large spaces and
decorated in an attractive manner.