{"id":33165,"date":"2020-11-15T16:20:49","date_gmt":"2020-11-15T08:20:49","guid":{"rendered":"https:\/\/staging.raffles-university.edu.my\/?post_type=portfolio&#038;p=33165"},"modified":"2024-10-04T09:26:08","modified_gmt":"2024-10-04T01:26:08","slug":"yap-kai-wei","status":"publish","type":"portfolio","link":"https:\/\/raffles-university.edu.my\/cn\/portfolio\/yap-kai-wei\/","title":{"rendered":"Yap Kai Wei"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"33165\" class=\"elementor elementor-33165\" data-elementor-post-type=\"portfolio\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-51fff0f elementor-section-full_width elementor-section-stretched elementor-section-height-default elementor-section-height-default\" data-id=\"51fff0f\" data-element_type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-top-column elementor-element elementor-element-238a7d2\" data-id=\"238a7d2\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-acd5284 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"acd5284\" data-element_type=\"section\" data-settings=\"{&quot;sticky&quot;:&quot;top&quot;,&quot;sticky_on&quot;:[&quot;desktop&quot;,&quot;tablet&quot;],&quot;sticky_offset&quot;:0,&quot;sticky_effects_offset&quot;:0,&quot;sticky_anchor_link_offset&quot;:0}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-270f7fa\" data-id=\"270f7fa\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-180723a elementor-widget elementor-widget-heading\" data-id=\"180723a\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">RU JASS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5899b69 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5899b69\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4b10f81 elementor-widget elementor-widget-text-editor\" data-id=\"4b10f81\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><div>Student Name: Yap Kai Wei<\/div><div>\u5546\u4e1a\u5b66\u7cfb<\/div><div>Journal of Arts &amp; Social Sciences, Vol 3, Issue 1, 34-46 (2019)<\/div><div>Keywords:Service Quality, Customer Satisfaction, Hotel Industry and SERVQUAL Model<\/div><div>\u00a0<\/div><div>\u00a0<\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-66 elementor-top-column elementor-element elementor-element-6ace79e\" data-id=\"6ace79e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3a22f6c elementor-widget elementor-widget-image\" data-id=\"3a22f6c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"400\" src=\"https:\/\/raffles-university.edu.my\/wp-content\/uploads\/2021\/11\/background1-8-800x400-1.jpeg\" class=\"attachment-large size-large wp-image-1104\" alt=\"\" srcset=\"https:\/\/raffles-university.edu.my\/wp-content\/uploads\/2021\/11\/background1-8-800x400-1.jpeg 800w, https:\/\/raffles-university.edu.my\/wp-content\/uploads\/2021\/11\/background1-8-800x400-1-300x150.jpeg 300w, https:\/\/raffles-university.edu.my\/wp-content\/uploads\/2021\/11\/background1-8-800x400-1-768x384.jpeg 768w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-08d3232 elementor-widget elementor-widget-heading\" data-id=\"08d3232\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">The Impact of Service Quality on Customer Satisfaction of a Hotel at Johor Bahru, Malaysia<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba673e0 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ba673e0\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1795b8d elementor-widget elementor-widget-text-editor\" data-id=\"1795b8d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><p>The purpose of this study is to empirically investigate the impact of service quality and customer satisfaction of a hotel at Johor Bahru, Malaysia. This research selected ABC Hotel, Nusajaya as the target hotel and a modified SERVQUAL model tends to be used and analyzed the guest satisfaction. Customer satisfaction is a function which uses to identify the relationship between the actual service performance and customer inner expectation. Hence, it is vital to analyze how the five dimensions of service quality tend to influence the overall customer satisfaction level in the hotel industry. In Malaysia, the hotel business is gradually expanding and it is significant for hoteliers to clearly understand which qualities of services enable to stand out among other competitors and increase customer satisfaction. Data for this study were collected from a sample of 33 guests who stayed in ABC Hotel. The collected data was analyzed using Partial Least Squares (PLS-SEM) with SmartPLS (Version 3). The findings revealed that three dimensions of service quality which are tangibility, assurance, and empathy positively influence customer satisfaction whereas, two dimensions of service quality which are reliability and responsiveness do not have a significant impact. As a result, it is suggested for ABC Hotel to appropriately apply relevant specific tactics to enhance those components of service quality as well as customer satisfaction.<\/p><\/div><\/div><div class=\"dfd-spacer-module\" data-units=\"px\" data-wide_resolution=\"1280\" data-wide_size=\"20\" data-normal_resolution=\"1024\" data-normal_size=\"\" data-tablet_resolution=\"800\" data-tablet_size=\"\" data-mobile_resolution=\"480\" data-mobile_size=\"30\">\u00a0<\/div><div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\"><p><a href=\"https:\/\/ruijass.com\/the-impact-of-service-quality-on-customer-satisfaction-of-a-hotel-at-johor-bahru-malaysia\/\"><b>[Read the full journal here\u2026]<\/b><\/a><\/p><\/div><\/div><\/div><\/div><div class=\"wpb_text_column wpb_content_element\"><div class=\"wpb_wrapper\">\u00a0<\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"featured_media":1104,"template":"elementor_header_footer","meta":{"_acf_changed":false,"site-sidebar-layout":"no-sidebar","site-content-layout":"page-builder","ast-site-content-layout":"full-width-container","site-content-style":"unboxed","site-sidebar-style":"unboxed","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}}},"programmes":[65],"class_list":["post-33165","portfolio","type-portfolio","status-publish","has-post-thumbnail","hentry","programmes-business"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Yap Kai Wei - Raffles University<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/raffles-university.edu.my\/cn\/portfolio\/yap-kai-wei\/\" \/>\n<meta property=\"og:locale\" content=\"zh_CN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Yap Kai Wei - Raffles University\" \/>\n<meta property=\"og:description\" content=\"RU JASS Student Name: Yap Kai WeiFaculty of BusinessJournal of Arts &amp; 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