SACM - Malaysia
Permanent URI for this collectionhttps://drepo.sdl.edu.sa/handle/20.500.14154/9660
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Item Restricted PERCEIVED VALUE AS A MODERATOR ON RELATIONSHIP BETWEEN SERVICE QUALITY AND SATISFACTION PILGRIMS IN SAUDI ARABIA(University Technology Mara, 2025) dubayl, Hanadi Al bu; Gani, Arni bt AbdulIn Umrah, service quality is paramount due to the unique nature of the Umrah experience. Ensuring smooth and efficient services, such as transportation, accommodation, safety, and food & beverages, is crucial for meeting pilgrims' expectations. Pilgrims' satisfaction in Umrah is closely tied to the seamless execution of services, commitment to religious protocols, and personalized attention from Saudi Arabia and service providers. This study aims to assess the impact of service quality on pilgrims’ satisfaction with the services received. And to examine the role of perceived values as the moderating factor between service quality and satisfaction. This study employed a quantitative approach with convenient sampling to analyze service quality in Umrah in Saudi Arabia. The sample consists of 138 Malaysian pilgrims who have performed Umrah at least once in the last five years. The data was gathered through the distribution of the questionnaire, following which it was run by SPSS 27&30 for further analysis. The study results showed that the regression model accounts for 80.5% of the variation in Perceived Value, and the correlation matrix shows that most of the variables are positively correlated. Finally, perceived value moderates the relationship between service quality and satisfaction in some dimensions of service quality, enhancing its impact on satisfaction. However, in other dimensions, the perceived value did not have a significant effect on the satisfaction of pilgrims.17 0Item Restricted THE RELATIONSHIP BETWEEN SERVICE QUALITY AND CUSTOMER SATISFACTION TOWARD FRONT OFFICE STAFF AT 3 STARS HOTELS IN KUALA LUMPUR(UCSI University, 2024-04-29) Almutairi, Sultan; Hashemi, Seyedeh ShivaThis study investigates the relationship between service quality and customer satisfaction towards front office staff in 3-star hotels in Kuala Lumpur. Through a quantitative research approach, the study aims to analyse three key dimensions of service quality – tangibility, responsiveness, and assurance – and their impact on customer satisfaction. The research findings reveal noteworthy insights into each dimension. Tangibility showcases a positive perception among respondents. Notably, the mean scores for Tangibility items T2 and T5 are 4.41 and 4.38 respectively. Similarly, responsiveness, including attributes like promptness and willingness to assist, garnered commendable ratings, with notable emphasis on timely service delivery. The mean score for the highest-rated item, R2, is 4.30. Furthermore, assurance, encompassing factors such as reliability and professionalism, emerges as a significant predictor of customer satisfaction, with the highest-rated item A5 scoring 4.29. Statistical analysis using Pearson correlation coefficients indicates positive associations between all three dimensions of service quality and customer satisfaction, with responsiveness and assurance demonstrating relatively stronger correlations (r = 0.531 and r = 0.615 respectively). These findings underscore the critical role of service quality in shaping customer perceptions and satisfaction levels, thereby providing valuable insights for enhancing frontline service delivery in the hospitality industry.15 0