Abdul Latif, Samshul Amry and Syed Nasir, Sharifah Nabiha and Matyakubov, Umidjon and Isaqov, Rasulbek (2024) The effects of service quality on tourist loyalty towards Malaysian budget hotels. In: International Scientific and Practical Conference “Methods for Synthesis of New Biologically Active Substances and Their Application in Various Industries of the World Economy – 2023” (MSNBAS2023), Urgench, Uzbekistan.
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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: | Proceeding Paper (Plenary Papers) |
|---|---|
| Uncontrolled Keywords: | SERQUAL, Tourist Loyalty, Budget hotels, Malaysia |
| Subjects: | BPG Islamic geography > BPG80 Islam and tourism. Sustainable tourism BPG Islamic geography > BPG87 Islamic tourism. Halal issues 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 Sustainable Tourism and Contemporary Languages |
| Depositing User: | Dr Samshul Amry Abdul Latif |
| Date Deposited: | 19 Jan 2024 12:29 |
| Last Modified: | 23 May 2024 15:02 |
| URI: | http://irep.iium.edu.my/id/eprint/110347 |
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