Culinary science and hospitality research (한국조리학회지)

Culinary Society of Korean Academy (한국조리학회)
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The Customers' Perception on Luxury Hotel: A Case of Sunway Resort Hotel and Spa

  • Lee, Sang-Hyeop (School of Hospitality, Berjaya University) ;
  • Toh, Shuet May (Centre for Tourism, Hospitality, and Culinary Management, Sunway University) ;
  • Kim, Hak-Seon (School of Hospitality & Toruism Management, Kyungsung University)
  • Received : 2016.08.30
  • Accepted : 2016.09.23
  • Published : 2016.09.30
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Abstract

The Malaysian hotel industry is experiencing growth due to the increase of new hotels and hospitality-related service through inbound of business travelers and tourists to Malaysia. The influx of tourist is expected to increase and luxury hotels are beginning to be more popular. The interest of studying customer perception toward tourism facilities, especially in luxury hotels has also witnessed an increase. In this study, a qualitative approach on how customers perceive luxury hotels was conducted. This study covered customer satisfaction and service quality perceived by customers toward Sunway Resort Hotel and Spa. Ten individuals were involved in data collection, and data were analyzed thematically. Findings were themed based on positive and negative responses provided by both international and local customers.

Keywords

References

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