ISSN 2394-5125
 

Research Article 


MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan.

Abstract
The purpose of this research is to measure the employee interactions towards customer
satisfaction in specific areas related to island hopping in one of the popular tourist destinations in Malaysia.
Island hopping is one of the most popular activities enjoyed by the tourist involving both local and international
visitors. The need to understand the customer expectations is vital due to high competition and with the
intention to move forward in providing excellent services. 200 valid questionnaires was collected via a
purposive sampling method and analyzed using Smart-PLS software 3.0.This study used a quantitative approach
where the use of questionnaires is the best in providing the customers with feedback. There are overall 15 items
used in the questionnaires. All items were adapted from past research. The survey used 7 points Likert scales for
a more accurate response from respondents. Customers may opt to choose the reaction from 1= strongly
disagree, and 7=strongly agree. Five hundred questionnaires form were distributed among the customers who
experienced the island hopping services while their visit to Langkawi. Results indicates that emotions and
perceived control is positively related to customer satisfaction while roles perception and customer categories
are negatively related to customer satisfaction. The findings is important to all the industry players in order to
strengthen their market positioning and sustain in the market.

Key words: Roles perception, customer categories, emotions, perceived control


 
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How to Cite this Article
Pubmed Style

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan. MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES. JCR. 2020; 7(19): 668-676. doi:10.31838/jcr.07.19.81


Web Style

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan. MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES. http://www.jcreview.com/?mno=102819 [Access: July 16, 2020]. doi:10.31838/jcr.07.19.81


AMA (American Medical Association) Style

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan. MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES. JCR. 2020; 7(19): 668-676. doi:10.31838/jcr.07.19.81



Vancouver/ICMJE Style

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan. MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES. JCR. (2020), [cited July 16, 2020]; 7(19): 668-676. doi:10.31838/jcr.07.19.81



Harvard Style

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan (2020) MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES. JCR, 7 (19), 668-676. doi:10.31838/jcr.07.19.81



Turabian Style

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan. 2020. MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES. Journal of Critical Reviews, 7 (19), 668-676. doi:10.31838/jcr.07.19.81



Chicago Style

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan. "MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES." Journal of Critical Reviews 7 (2020), 668-676. doi:10.31838/jcr.07.19.81



MLA (The Modern Language Association) Style

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan. "MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES." Journal of Critical Reviews 7.19 (2020), 668-676. Print. doi:10.31838/jcr.07.19.81



APA (American Psychological Association) Style

Mohd Farid Shamsudin, Syafiqah Md Nayan, Mohd Fikri Ishak, Siti Aisyah Esa, Sallaudin Hassan (2020) MEASURING THE EMPLOYEE INTERACTIONS TOWARDS CUSTOMER SATISFACTION IN LANGKAWI ISLAND HOPPING SERVICES. Journal of Critical Reviews, 7 (19), 668-676. doi:10.31838/jcr.07.19.81





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