Authors : Suaidah Binti Hamidi, Nursalihah bt Ahmad Raston and Abdullah Al-Mamun
Abstract: The primary objective of this study is to examine how perceived quality, value and trust affect consumer satisfaction among three star hotels in Kota Bharu, Kelantan. This study used a cross-sectional design and self-administrated questionnaire to collect data from the consumers of three star hotels including; tune hotel, crystal lodge habib hotel, crown garden hotel, sutera inn prima and royal guest house. Findings of this study noted a significant model fit and revealed that perceived value and trust have a significant positive effect on consumer satisfaction. Besides, providing investment tax allowance to encourage domestic and foreign investment to build new luxury hotels, the ministry of tourism, Malaysia should, therefore also focus on designing a framework for continuous assessment of customer satisfaction and provide a supportive environment for three star hotels to upgrade their quality up to four or five star hotels.
Suaidah Binti Hamidi, Nursalihah bt Ahmad Raston and Abdullah Al-Mamun, 2014. Customer Satisfaction Towards Three Star Hotels in Kelantan, Malaysia. The Social Sciences, 9: 182-188.