The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching

Aniza Baizura, binti Ariffin (2012) The relationship between effective communication and customers' satisfaction: a study in four and five star hotels in Kuching. Masters thesis, Universiti Malaysia Sarawak, (UNIMAS).

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Abstract

Qnhospitality industry, revenues are driven by guest satisfaction. Therefore, in order to satisfy the customers, the service providers must ensure that the needs and wants of the customers are met. Many researchers agreed that effective communication skills greatly influence customers' satisfaction. The purpose of this paper is to examine the relationship between effective communication and customers' satisfaction in four and five star hotels in Kuchin~125 respondents have been chosen randomly as a sample. The chosen respondents consist of 47 male and 78 female. Respondents are strictly those who have ever stayed in the four and five star hotels in Kuching city. The instrument of this study was a set of questionnaire which consist 3 parts; respondents' background, effective communication and customer satisfaction. Data we collected and then were analyzed by using SPSS version 17.0. Results were analyzed with factor analysis, Pearson correlation analysis and multiple regression analysis. Factor analysis has extracted three factor solutions to be the most interpretable results; basic communication skills, communication clarity and information accessibility. It was found that all these three effective communication dimensions have a positive relationship with customers' satisfaction, with a beta of 0.32, 0.22 and 0.19 respectively. Overall, the finding of this study is consistent with the previous literatures (Bitner et ai., 1994; Heskett et ai., 1997; Hokanson, 1995; Webster, 1991 and Kahle, 2002), that there is a positive relationship between effective communication and customer satisfaction.

Item Type: Thesis (Masters)
Additional Information: Thesis (M.Sc.) -- Universiti Malaysia Sarawak, 2012.
Uncontrolled Keywords: Effective Communication, Customer Satisfaction, Hotel Industry, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education, Postgraduate, research, Universiti Malaysia Sarawak
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Academic Faculties, Institutes and Centres > Faculty of Economics and Business
Depositing User: Karen Kornalius
Date Deposited: 05 Oct 2015 03:13
Last Modified: 05 Oct 2015 03:13
URI: http://ir.unimas.my/id/eprint/9073

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