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Please use this identifier to cite or link to this item: http://hdl.handle.net/1812/595

Title: The effect of service innovation and customer choices on customer value in the hospitality industry in Malaysia
Authors: Veerakumaran, Bhuvanes
Keywords: Service innovation
Customer choice
Hospitality industry
Customers’ expectation
Customers’ satisfaction
Customer value
Issue Date: Apr-2009
Publisher: University Malaya
Abstract: The hospitality industry in Malaysia is constantly undergoing innovative change in their efforts to meet customers’ expectation and achieve their satisfaction. At present customer expectation is much related to service innovation in the hospitality industry. Thus the aim of this research was to study the influence of service innovation on customer choice of hotels and the extent to which this delivers customer value. The key factors of service innovation in this research were the characteristics of hotel type, use of information technology and customization of service. These factors of service innovation were measured against customer choices and customer value. The methodology adopted for this study was a quantitative survey, based on a non probability sampling design using convenience sampling. A total of 200 questionnaires were distributed and collected back. The data collected were analysed using Statistical Package for Social Sciences (SPSS). The correlation analysis carried out clearly indicated that there was positive relationship between hotel type and information technology while there was a negative relationship between customization of service and customer choice. The analysis further indicated that there was a positive relationship between customer choice and customer value. The management implication of this research would be that hospitality managers should plan towards more innovative ideas in their organization to sustain competition in the industry.
Description: Dissertation -- Faculty of Business and Accountancy, University of Malaya, 2009.
URI: http://dspace.fsktm.um.edu.my/handle/1812/595
Appears in Collections:Masters Dissertation: Management

Files in This Item:

File Description SizeFormat
Microsoft Word - TABLE OF CONTENTS.pdfAbstract & Acknowledgement &Table of Content74.75 kBAdobe PDFView/Open
Microsoft Word - CHAPTER 1.doc amed 1.pdfThesis Text388.28 kBAdobe PDFView/Open
Microsoft Word - Questionnaire Final.pdfQuestionnaire 112.3 kBAdobe PDFView/Open

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Their Tags: customers' expectation; customers' satisfaction; customer value; hospitality industry;

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