Self-Service Technology (SST) towards guest satisfaction in hotel industry

Self-Service Technology (SST) towards guest satisfaction in hotel industry. Degree thesis, Universiti Teknologi MARA, Terengganu Dungun Campus. (2017)


Self-service technologies (SSTs) are changing the way customers interact with companies to create service outcomes. SSTs also use in other industries such as retailing, manufacturing, and internet banking. The purpose of this to determine the relationship between SSTs (electronic kiosk, internet, video/cd, and telephone) towards guest satisfaction. Customer satisfaction was operationalized in terms of hotel atmosphere and hospitality. By using secondary data, the
researchers get the information on previous journals. By implementing SSTs can help the hotel industry in improving their service in order to satisfy their guest. This study also contributed to an academic platform on valuable information about current trends. Finally, this study ends up with suggestions and useful implications for the hotel industry.

Item Type: Thesis (Degree)
Keywords: Self-Service Technology (SST), Customer services, Performance standards, Consumer satisfaction, Tourist behaviour
Taxonomy: By Subject > Hotel & Tourism Management > Hotel Management
Local Content Hub: Subjects > Hotel & Tourism Management
Depositing User: Nur Rohaya Razali
Date Deposited: 15 Nov 2021 09:33
Last Modified: 15 Nov 2021 09:35
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