Are travellers satisfied with Malaysian hotels

Purpose – This paper aims to examine the factors that measure different satisfaction levels between the Asian and Western travellers during their stay in hotels in Malaysia. The paper also seeks to analyse the importance of the tangible and intangible factors in the hotel industry.Design/methodology/approach – The research questions are utilised to measure the differences between Asian and Western perception of hotel attributes. A questionnaire with five‐point Likert scale is applied to measure customer satisfaction. Data is analysed using SPSS software by employing factor analysis, multiple regression, and analysis of covariance (ANCOVA).Findings – Results indicate that there are significant differences between Asian and Western evaluations of hotel quality, with clear indication that satisfaction levels Malaysian hotels were higher among Western travellers than the Asian travellers. Both Asian and Western travellers perceive hospitality as an influential factor in determining the overall satisfaction le...

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