文章基本信息

标题：The impact of Umrah service quality on customer satisfaction towards Umrah travel agents in Malaysia
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作者：Bestoon Othman ; Amran Harun ; Wirya Rashid 等
期刊名称：Management Science Letters
印刷版ISSN：1923-9335
电子版ISSN：1923-9343
出版年度：2019
卷号：9
期号：11
页码：1763-1772
DOI：10.5267/j.msl.2019.6.014
出版社：Growing Science
摘要：The purpose of this paper is to discover the perception of Umrah travel agents regarding the impact of service quality (SQ) on customer satisfaction (CS) in Malaysia. To perform and accomplish this task, the necessary data were collected through convenience sampling method based on self-administrated structure questionnaire. Out of 500 responses from the respondents, 384 samples were finally chosen and considered suitable for descriptive statistics analysis to fulfil the sole purpose of the paper. There were positive and significant relationship between the retail SQ dimensions and CS. Umrah travel industry contributes significantly on the Malaysian economic growth, and during the last decade the competition has increased dramatically. Therefore, this research study is intended to seek for solid empirical justification to consider SQ as a major and substantial factor in CS in Malaysian Umrah traveling industry.
关键词：Umrah travel; Service quality; Customer satisfaction; Malaysia