Evaluating the Impact of Hospitality Service Quality on Legal Compliance and Customer Loyalty: A Case Study in Malacca
Year: 2024
Type: article
Study design: Observational Study
Abstract: This study investigates the relationship between service quality, management practices, and customer loyalty in Malacca's hospitality sector, focusing on the legal implications for hospitality service providers. By surveying university students, this research identifies key aspects of customer satisfaction and explores the role of compliance with hospitality laws in shaping perceptions and loyalty. Quantitative analysis of the data reveals significant trends regarding the intersection of service quality and legal standards, offering insights for both policymakers and hospitality operators. The findings suggest that adherence to legal standards, combined with a focus on service quality can significantly enhance customer satisfaction and loyalty. The research concludes by proposing actionable recommendations for both hospitality operators and regulatory bodies to ensure improved service quality and legal compliance.
Authors: Muhammad Ilhamuddin Arsad, Marina Abdul Manap, Nur Rabiatul Adawiyah Abdul Rahman
Institution: Universiti Islam Melaka
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4405813784