The influence of service quality and employee quality on customer’s loyalty towards hotels in Perlis during COVID-19 pandemic
Nurfatin Nabiela Md Noor1, Noraslinda Mohd Said2, Johanudin Lahap@Wahab3, Fairuz Abdul Hakim4, Noraini Rahim5.
Malaysian hotels have suffered significant revenue losses
because of the COVID-19 outbreak. As numerous different
courses of action were pursued, including firing staff, closing
hotels temporarily or permanently, and—in the worst case—
filing for bankruptcy, many businesses were discovered to need
to restructure their operations. By meeting customers'
expectations, requirements, and wants, hotel owners can lessen
the impact of the problem by altering their approach to client
retention. The purpose of this study is to examine the effects of
personnel and service quality on patron loyalty to Perlis hotels
during the COVID-19 pandemic. Utilising quantitative
techniques, a descriptive cross-sectional study was carried out.
Google Forms was utilised by researchers to create and
distribute electronic survey questionnaires. Researchers
distributed their surveys through internet channels like
Facebook, WhatsApp, and Telegram using electronic survey
questionnaires created using Google Forms. Out of the 111
surveys that were issued, a total of 107 replies were gathered,
representing 69.15% of respondents. The research's outcomes
and conclusions were discussed, and they are crucial for a
hotel's sustainability.
Affiliation:
- Universiti Teknologi MARA Cawangan Pulau Pinang, Malaysia
- Universiti Teknologi MARA Cawangan Pulau Pinang, Malaysia
- Universiti Teknologi MARA Cawangan Pulau Pinang, Malaysia
- Universiti Teknologi MARA Cawangan Pulau Pinang, Malaysia
- Universiti Teknologi MARA Cawangan Pulau Pinang, Malaysia
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