UUM Electronic Theses and Dissertation
UUM ETD | Universiti Utara Malaysian Electronic Theses and Dissertation
FAQs | Feedback | Search Tips | Sitemap

The effect of service marketing mix on hotel preference by consumer

Nur Rushaida, Abd Rahman (2023) The effect of service marketing mix on hotel preference by consumer. Masters thesis, Universiti Utara Malaysia.

[thumbnail of permission to deposit-grant the permission-s826438.pdf] Text
permission to deposit-grant the permission-s826438.pdf
Restricted to Repository staff only

Download (226kB) | Request a copy
[thumbnail of s826438_01.pdf] Text

Download (1MB)


For the pass few years since Covid 19 strike world globe the hotel occupancy and demand had reduce drastically. The purchasing behaviors seem to change due the pandemic and indirectly change the consumer preferences. Therefore, this research aims to determine the relationship between service marketing mix and consumer hotel preference. This study also aims to analyze the influence of service marketing mix on consumer hotel preference in this study, the 7 pillars of the service marketing mix were used to better understand preferences in the hotel service industry: product, price, promotion, place, process, physical evidence, and people. The quantitative research method via Google form questionnaire was used as the research instrument to collect data. A total of 421 respondents were selected randomly using the convenience sampling technique. Descriptive analysis, multiple regression analysis, and correlation analysis were used to analyses the data in order to achieve the objective and conduct the research. The results of the study show a positive relationship between all the dependent variables and hotel preferences. The results indicated that the services marketing mix has a coefficient of determination of 32.6%, which indicates that the services marketing mix has an influence on the customer's hotel preference. Based on the results, we conclude that physical evidence and product effects affect hotel preference. This study helps to provide recommendations based on the findings of the research in order to enhance product quality and raise the standard of physical evidence in order to increase the hotel's influence on consumer preferences and use of its facilities. Although the impact of the other factors on the hotel's preferences is minimal, they must be maintained and enhanced to optimize its performance.

Item Type: Thesis (Masters)
Supervisor : Saad, Shahrin
Item ID: 10681
Uncontrolled Keywords: Service marketing mix, Hotel preference, Product, Physical evident
Subjects: H Social Sciences > HD Industries. Land use. Labor. > HD28-70 Management. Industrial Management
H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: School of Business Management
Date Deposited: 16 Oct 2023 06:25
Last Modified: 16 Oct 2023 06:25
Department: School of Business Management
Name: Saad, Shahrin
URI: https://etd.uum.edu.my/id/eprint/10681

Actions (login required)

View Item
View Item