/jurnalpengurusan Mon, 10 Oct 2022 15:48:52 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.1 /jurnalpengurusan/article/managing-the-dimensions-of-relationship-marketing-in-the-food-service-industry/?utm_source=rss&utm_medium=rss&utm_campaign=managing-the-dimensions-of-relationship-marketing-in-the-food-service-industry Sun, 09 Oct 2022 16:18:43 +0000 /jurnalpengurusan/?post_type=article&p=4649 The present paper proposes a new instrument for measuring relationship marketing that is uniquely designed for the foodservice industry. In particular, the underlying dimensions of relationship marketing as perceived by customers are identified. The proposed 31-item instrument is empirically tested for unidimensionality, reliability and validity using both exploratory and confirmatory factor analyses. A factorial analysis suggests that relationship marketing is a multidimensional construct consisting of four key dimensions: trust, communication, empathy and commitment. A subsequent multiple regression analysis reveals that all of the dimensions are positively correlated with customer loyalty and trust is the most important dimension.

]]> /jurnalpengurusan/article/structural-relationships-between-aspects-of-hotel-service-quality-and-their-effect-on-tourist-satisfaction/?utm_source=rss&utm_medium=rss&utm_campaign=structural-relationships-between-aspects-of-hotel-service-quality-and-their-effect-on-tourist-satisfaction Sat, 08 Oct 2022 18:34:21 +0000 /jurnalpengurusan/?post_type=article&p=3428 This study examines the impact of assurance, reliability, responsiveness, tangibles and empathy on the level of tourist satisfaction with hotel service delivery. A questionnaire is distributed to 200 respondents who are patrons of hotels in the Federal Territory of Labuan, Malaysia and are familiar with their services. The resulting data is analyzed using Structural Equation Modeling (SEM) via AMOS 5.0. The findings support previous research and demonstrate that tourists’ satisfaction can be enriched by changes and improvements in hotel services significantly associated with empathy, tangibles, reliability, and responsiveness. The amount of empathy perceived serves as the best predictor of tourist satisfaction, followed by the extent of the discernible tangible benefits. By recognizing the impact of assurance, reliability, responsiveness, tangibles and empathy on tourist satisfaction with hotel service delivery, tourism marketers and planners should be able to attract more tourists by placing greater emphasis on the key aspects of hotel service considered in this study.

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