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Displaying 22 articles of 22 total result(s).
Original Article

Influenced Factors Relates To Foreign Guest Satisfaction On Malaysian SMEs Hotel

Mohd Zulkeflee Bin Abd Razak
,
Siti Fara Fadila Binti Abd Razak
,
Normaisarah Binti Abdul Manaf

Keywords: Influenced factors, service quality, SMEs hotels, Malaysia

Article no: 75

Pages 693-698

Doi: 10.15405/epsbs.2020.12.05.75

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Original Article

Service Quality And Customer Satisfaction At International Hotels In Kuala Lumpur

Muhummad Khairul Islam
,
Mohd Yunus Bin Haji Majid
,
Muhammad Irfan Mirza Bin Hasnol Azam
,
Nur Izzati Aqilah Bt Zamrin

Keywords: Service quality, SERVQUAL model, customer satisfaction, international hotels, Kuala Lumpur

Article no: 91

Pages 844-854

Doi: 10.15405/epsbs.2020.12.05.91

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Original Article

The Role of Reputation, Satisfactions of Zakat Distribution, And Service Quality in Developing Stakeholder Trust In Zakat Institutions

Hafizah Zainal
,
Azizi Abu Bakar
,
Ram Al Jaffri Saad

Keywords: Trust, zakat institutions; reputation; satisfaction of zakat distribution; service quality

Article no: 74

Pages 524-530

Doi: 10.15405/epsbs.2016.08.74

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Original Article

Hotel Service Recovery: Management Commitment Through Authentic Leadership Theory

Mohd Zulkeflee Bin Abd Razak
ORCiD ,
Muhammad Ashraf Bin Fauri@Fauzi
ORCiD

Keywords: Service quality, authentic leadership, service recovery performance, hotel industry, management commitment

Article no: 63

Pages 702-709

Doi: 10.15405/epfe.23081.63

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Original Article

Customer Satisfaction Towards Communication Skills Of The Franchise Restaurant Frontliners

Suhaini Muda
,
Sabrina Mohd Rashid

Keywords: Customer satisfaction, communication skill, frontline staff, franchise restaurant, service quality

Article no: 30

Pages 223-230

Doi: 10.15405/epsbs.2021.06.02.30

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Original Article

Malaysian Homestay Operators And Visitors’ Satisfaction: Servqual Analysis

Faizan Abd Jabar
,
Mohamad Ridhuan Mat Dangi
,
Mohd Faizal Azrul Azwan Muhamed

Keywords: Homestay, service quality, visitor, satisfaction, tourism, homestay operator

Article no: 81

Pages 768-777

Doi: 10.15405/epsbs.2018.07.02.81

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Original Article

Service Recovery Performance: Management Commitment to Service Quality Using Servant Leadership Theory

Mohd Zulkeflee Bin Abd Razak
ORCiD ,
Muhammad Ashraf Bin Fauri@Fauzi
ORCiD

Keywords: Service recovery performance, service quality, management commitment, servant leadership theory, tourism industry

Article no: 62

Pages 694-701

Doi: 10.15405/epfe.23081.62

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Original Article

The Impact of Attitude and Perceived Service Quality on Zakah Compliance Behavior: The Mediating Effect of Trust

Azura Mohd. Noor*
,
Ram Al Jaffri Saad

Keywords: Zakah compliance behaviour; attitude; perceived service quality; trust

Article no: 53

Pages 376-381

Doi: 10.15405/epsbs.2016.08.53

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Original Article

Service Quality And Customer Satisfaction In Restaurant Industry Using Partial Least Square

Norfadzilah Abdul Razak
,
Zaidi Mohd Aminuddin
,
Ayu Rohaidah Ghazali

Keywords: Customer loyalty, customer satisfaction, service quality.

Article no: 20

Pages 218-225

Doi: 10.15405/epsbs.2020.10.20

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Original Article

Customer Perception of Emotional Labor of Airline Service Employees and Customer Loyalty Intention Original Research Article

Norzalita Abd. Aziz
,
Bita Najafi
,
Faridahwati Mohd. Shamsudin
,
Ahmad Said Ibrahim Alshuaibi

Keywords: Emotional labor; perceived customer orientation; perceived service quality; customer loyalty; airline services

Article no: 86

Pages 606-612

Doi: 10.15405/epsbs.2016.08.86

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Original Article

Service Quality and Customer Loyalty Among Foreign Users of Malaysian Telecommunication Services

Jegatheesan Rajadurai
ORCiD ,
Zuliawati Mohamed Saad
ORCiD ,
Hazirah Adlina Mohammad Hazani
,
Siti Aqilah Razali
,
Nurul Nadjwa Khairul Affendi

Keywords: Service quality, customer loyalty, telecommunication services, foreign users

Article no: 60

Pages 671-686

Doi: 10.15405/epfe.23081.60

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Original Article

Importance Factors of Foreign Guests Perceptions on SMEs Hotel's Service in Malaysia

Mohd Zulkeflee Bin Abd Razak
,
Siti Fara Fadila Binti Abd Razak
,
Normaisarah Binti Abdul Manaf

Keywords: Importance factors, service quality, SMEs hotels, Malaysia

Article no: 79

Pages 727-733

Doi: 10.15405/epsbs.2020.12.05.79

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Original Article

Perceived Service Quality, Customer Satısfaction, and Customer Loyalty in Takaful Industry

Hamiza Jamaludin
,
Bahari Mohamed
,
Fahmi Zaidi Abdul Razak

Keywords: Takaful, customer loyalty, perceived service quality and customer satisfaction

Article no: 83

Pages 765-778

Doi: 10.15405/epsbs.2020.12.05.83

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