Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia

Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia

Purpose - The purpose of this paper is to use SERVQUAL to measure Generation Y’s (Gen Y) perceived service quality and its effects on their satisfaction toward the Malaysian hotel industry. Design/methodology/approach - The required data were collected through questionnaire, distributed to 200 respo...

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Bibliographic Details
Main Authors: Ali Shafiq, Md Imtiaz Mostafiz, Mutsumi Taniguchi
Format: Article
Language:English
Published: Emerald Publishing 2019-05-01
Series:Journal of Tourism Futures
Subjects:
malaysia
service quality
servqual
hotel industry
gen y
Online Access:https://www.emerald.com/insight/content/doi/10.1108/JTF-01-2018-0004/full/pdf?title=using-servqual-to-determine-generation-ys-satisfaction-towards-hoteling-industry-in-malaysia

Internet

https://www.emerald.com/insight/content/doi/10.1108/JTF-01-2018-0004/full/pdf?title=using-servqual-to-determine-generation-ys-satisfaction-towards-hoteling-industry-in-malaysia

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