The Effects of Service Quality on Tourist Loyalty Towards Malaysian Budget Hotels

Abdul Latif, Samshul Amry and Syed Nasir, Sharifah Nabiha and Matyakubov, Umidjon and Isaqov, Rasulbek (2023) The Effects of Service Quality on Tourist Loyalty Towards Malaysian Budget Hotels. In: International Scientific and Practical Conference, Urgench State University, Urgench, Uzbekistan. (Unpublished)

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Abstract

The hotel industry plays a vital role in tourism development by providing visitor accommodation facilities. This paper focuses on the effects of service quality on the budget hotel industry in Malaysia. Despite the increasing number of tourists opting for budget hotels in recent years, issues related to service quality have affected tourist satisfaction and loyalty, posing significant challenges for the budget hotel sector to maintain its business. The study analyzed the effects of service quality on tourist loyalty towards budget hotels and identified the most influential factor in service quality that affects tourist loyalty. A quantitative approach was employed in this study, and the findings indicate that the responsiveness quality dimension has the most significant effect on tourist loyalty. In contrast, assurance and reliability have no significant effects. Budget hotels must improve their service quality, specifically responsiveness, to enhance tourist loyalty and maintain their business in the highly competitive hotel industry.

Item Type:	Conference or Workshop Item (Plenary Papers)
Uncontrolled Keywords:	SERQUAL, Tourist Loyalty, Budget hotels, Malaysia
Subjects:	G Geography. Anthropology. Recreation > G Geography (General) > G156.5.S87 Sustainable tourism
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Languages and Management
Depositing User:	Dr Samshul Amry Abdul Latif
Date Deposited:	07 May 2023 13:29
Last Modified:	07 May 2023 13:29
URI:	http://irep.iium.edu.my/id/eprint/104578

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