The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers across Malaysia
This paper is focused on hotel customers internal and external satisfaction. Some previous studies had only focused on the customers external satisfaction and only a few studies had managed to link between the two variables. The study also looked into factors which may act as internal variables such as the employer-employee relationship, employee relationship as well as employee-customer relationship. As for the external variables, these may involve looking into other aspects of satisfaction, such as customer satisfaction towards the service and facilities provided by the hotel. The main focus of the study was to view the relationship between the customers intrinsic satisfaction with the customers external satisfaction and the factors which may influence the customers. The data had been randomly gathered from 120 samples by questionnaire distribution among hotel guests and employees in Kuala Lumpur, Port Dickson, Penang, Trengganu and Kota Kinabalu. Overall, this study had managed to uncover the factors which influenced customers internal and external satisfaction and also discovered possible relationship between the two types of satisfaction.
Nek Kamal Yeop Yunus Salomawati Ishak
both of Universiti Pendidikan Sultan Idris Malaysia
国际会议
2011 Academy for Global Business Advancement(AGBAs)8th World Congress(全球商务发展学会第八届国际会议)
大连
英文
382-393
2011-09-15（万方平台首次上网日期，不代表论文的发表时间）