{"id":"https://openalex.org/W2188016849","doi":"https://doi.org/10.19026/rjaset.5.4425","title":"Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia","display_name":"Customer Satisfaction in Hospitality Industry: Middle East Tourists at 3star Hotels in Malaysia","publication_year":2013,"publication_date":"2013-05-01","ids":{"openalex":"https://openalex.org/W2188016849","doi":"https://doi.org/10.19026/rjaset.5.4425","mag":"2188016849"},"language":"en","primary_location":{"id":"doi:10.19026/rjaset.5.4425","doi":"https://doi.org/10.19026/rjaset.5.4425","is_oa":true,"landing_page_url":"https://doi.org/10.19026/rjaset.5.4425","pdf_url":"https://www.maxwellsci.com/announce/RJASET/5-4329-4335.pdf","source":{"id":"https://openalex.org/S2764376594","display_name":"Research Journal of Applied Sciences Engineering and Technology","issn_l":"2040-7459","issn":["2040-7459","2040-7467"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4323283981","host_organization_name":"Maxwell Scientific Publications","host_organization_lineage":["https://openalex.org/P4323283981"],"host_organization_lineage_names":["Maxwell Scientific Publications"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Research Journal of Applied Sciences, Engineering and Technology","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","datacite"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://www.maxwellsci.com/announce/RJASET/5-4329-4335.pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5089733341","display_name":"Amirreza Forozia","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Amirreza Forozia","raw_affiliation_strings":["Faculty of Management, Multimedia University, Cyberjaya, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Management, Multimedia University, Cyberjaya, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5076418787","display_name":"Mohammad Sadeghi Zadeh","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]},{"id":"https://openalex.org/I55547365","display_name":"Payame Noor University","ror":"https://ror.org/031699d98","country_code":"IR","type":"education","lineage":["https://openalex.org/I55547365"]}],"countries":["IR","MY"],"is_corresponding":false,"raw_author_name":"Mohammad Sadeghi Zadeh","raw_affiliation_strings":["Faculty of Management, Multimedia University, Cyberjaya, Malaysia","Department of Management (Public Administration), Payame Noor University, P.O. Box 19395-3697 Tehran, I.R of Iran"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Management, Multimedia University, Cyberjaya, Malaysia","institution_ids":["https://openalex.org/I173029219"]},{"raw_affiliation_string":"Department of Management (Public Administration), Payame Noor University, P.O. Box 19395-3697 Tehran, I.R of Iran","institution_ids":["https://openalex.org/I55547365"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5053095903","display_name":"Mahnaz Hemmati Noedoust Gilani","orcid":"https://orcid.org/0000-0002-8415-7456","observed_orcids":["https://orcid.org/0000-0002-8415-7456"]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]},{"id":"https://openalex.org/I55547365","display_name":"Payame Noor University","ror":"https://ror.org/031699d98","country_code":"IR","type":"education","lineage":["https://openalex.org/I55547365"]}],"countries":["IR","MY"],"is_corresponding":false,"raw_author_name":"Mahnaz Hemmati Noedoust Gilani","raw_affiliation_strings":["Department of Management (Public Administration), Payame Noor University, P.O. Box 19395-3697 Tehran, I.R of Iran","Faculty of Management, Multimedia University, Cyberjaya, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management (Public Administration), Payame Noor University, P.O. Box 19395-3697 Tehran, I.R of Iran","institution_ids":["https://openalex.org/I55547365"]},{"raw_affiliation_string":"Faculty of Management, Multimedia University, Cyberjaya, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.8068,"has_fulltext":true,"cited_by_count":67,"citation_normalized_percentile":{"value":0.94711976,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"5","issue":"17","first_page":"4329","last_page":"4335"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9833999872207642,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9833999872207642,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.015200000256299973,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.0006000000284984708,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7170000076293945},{"id":"https://openalex.org/keywords/perceived-value","display_name":"perceived value","score":0.9990000128746033},{"id":"https://openalex.org/keywords/customer-expectations","display_name":"customer expectations","score":0.8360000252723694},{"id":"https://openalex.org/keywords/3-star-hotels","display_name":"3-star hotels","score":0.871999979019165},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.8360000252723694},{"id":"https://openalex.org/keywords/kuala-lumpur","display_name":"Kuala Lumpur","score":0.7149999737739563},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"competitive advantage","score":0.550000011920929}],"concepts":[{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7884629964828491},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.7758427262306213},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.755470871925354},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7137080430984497},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.695946216583252},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6583482027053833},{"id":"https://openalex.org/C3018591125","wikidata":"https://www.wikidata.org/wiki/Q1865","display_name":"Kuala lumpur","level":2,"score":0.6474928855895996},{"id":"https://openalex.org/C59364581","wikidata":"https://www.wikidata.org/wiki/Q747810","display_name":"Questionnaire","level":2,"score":0.4837634563446045},{"id":"https://openalex.org/C3651065","wikidata":"https://www.wikidata.org/wiki/Q7204","display_name":"Middle East","level":2,"score":0.48373866081237793},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.4779336750507355},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.47390949726104736},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.44987526535987854},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4232049584388733},{"id":"https://openalex.org/C18918823","wikidata":"https://www.wikidata.org/wiki/Q49389","display_name":"Tourism","level":2,"score":0.2834060788154602},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.1455983817577362},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.19026/rjaset.5.4425","doi":"https://doi.org/10.19026/rjaset.5.4425","is_oa":true,"landing_page_url":"https://doi.org/10.19026/rjaset.5.4425","pdf_url":"https://www.maxwellsci.com/announce/RJASET/5-4329-4335.pdf","source":{"id":"https://openalex.org/S2764376594","display_name":"Research Journal of Applied Sciences Engineering and Technology","issn_l":"2040-7459","issn":["2040-7459","2040-7467"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4323283981","host_organization_name":"Maxwell Scientific Publications","host_organization_lineage":["https://openalex.org/P4323283981"],"host_organization_lineage_names":["Maxwell Scientific Publications"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Research Journal of Applied Sciences, Engineering and Technology","raw_type":"journal-article"},{"id":"doi:10.60692/596hn-tg696","doi":"https://doi.org/10.60692/596hn-tg696","is_oa":true,"landing_page_url":"https://doi.org/10.60692/596hn-tg696","pdf_url":null,"source":{"id":"https://openalex.org/S7407051682","display_name":"Greater South Information System","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"},{"id":"doi:10.60692/v9hzw-fe969","doi":"https://doi.org/10.60692/v9hzw-fe969","is_oa":true,"landing_page_url":"https://doi.org/10.60692/v9hzw-fe969","pdf_url":null,"source":{"id":"https://openalex.org/S7407051682","display_name":"Greater South Information System","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article-journal"}],"best_oa_location":{"id":"doi:10.19026/rjaset.5.4425","doi":"https://doi.org/10.19026/rjaset.5.4425","is_oa":true,"landing_page_url":"https://doi.org/10.19026/rjaset.5.4425","pdf_url":"https://www.maxwellsci.com/announce/RJASET/5-4329-4335.pdf","source":{"id":"https://openalex.org/S2764376594","display_name":"Research Journal of Applied Sciences Engineering and Technology","issn_l":"2040-7459","issn":["2040-7459","2040-7467"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":"https://openalex.org/P4323283981","host_organization_name":"Maxwell Scientific Publications","host_organization_lineage":["https://openalex.org/P4323283981"],"host_organization_lineage_names":["Maxwell Scientific Publications"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Research Journal of Applied Sciences, Engineering and Technology","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2188016849.pdf","grobid_xml":"https://content.openalex.org/works/W2188016849.grobid-xml"},"referenced_works_count":26,"referenced_works":["https://openalex.org/W1491620527","https://openalex.org/W1514925923","https://openalex.org/W1549054775","https://openalex.org/W1605091839","https://openalex.org/W1683742771","https://openalex.org/W1689771227","https://openalex.org/W1804814971","https://openalex.org/W1985514563","https://openalex.org/W2018206938","https://openalex.org/W2019945100","https://openalex.org/W2026842954","https://openalex.org/W2027908151","https://openalex.org/W2028184439","https://openalex.org/W2030633126","https://openalex.org/W2036063909","https://openalex.org/W2046752514","https://openalex.org/W2094731185","https://openalex.org/W2120523603","https://openalex.org/W2312795932","https://openalex.org/W2333954233","https://openalex.org/W2895084344","https://openalex.org/W3093398451","https://openalex.org/W4238019501","https://openalex.org/W4285283694","https://openalex.org/W6989471265","https://openalex.org/W7030046268"],"related_works":["https://openalex.org/W3126203041","https://openalex.org/W7217739623","https://openalex.org/W7064200657","https://openalex.org/W2931957940","https://openalex.org/W7071733750","https://openalex.org/W2179388607","https://openalex.org/W2150204904","https://openalex.org/W3022233257","https://openalex.org/W1972423467","https://openalex.org/W4411084037"],"abstract_inverted_index":{"Today,":[0],"Malaysia":[1],"is":[2,34,114],"the":[3,15,37,59,64,95,99,104,120,136,145,150],"destination":[4],"of":[5,7,18,31,39,78,84,131],"millions":[6],"tourists":[8,67],"from":[9,58,91],"Middle":[10,65],"East":[11,66],"countries.3star":[12],"hotels":[13,72],"are":[14],"common":[16],"choice":[17],"these":[19],"travellers":[20],"due":[21],"to":[22,35,55,123,139],"appropriate":[23],"service":[24,42,96],"quality":[25,43,97],"and":[26,44,125,143],"reasonable":[27],"charges.":[28],"The":[29,61,89],"purpose":[30],"this":[32,92,132],"study":[33,51,93,108,133],"test":[36],"relationship":[38],"perceived":[40],"value,":[41],"customer":[45,48,105,112],"expectation":[46],"with":[47],"satisfaction.":[49,106],"This":[50,107],"uses":[52],"questionnaire":[53],"method":[54],"collect":[56],"data":[57],"respondents.":[60],"respondents":[62],"were":[63,81,87],"who":[68],"stayed":[69],"in":[70],"3star":[71],"at":[73],"Kuala":[74],"Lumpur.":[75],"A":[76],"total":[77],"300":[79],"questionnaires":[80],"distributed,":[82],"out":[83],"which":[85],"200":[86],"completed.":[88],"findings":[90,130],"recognized":[94],"as":[98],"most":[100],"significant":[101],"factor":[102,117],"effecting":[103],"also":[109],"proved":[110],"that":[111,118],"satisfaction":[113],"a":[115],"key":[116],"leads":[119],"hospitality":[121,137],"industry":[122],"success":[124],"gain":[126],"competitive":[127],"advantages.":[128],"Therefore,":[129],"shall":[134],"assist":[135],"management":[138],"recognize":[140],"their":[141],"flaws":[142],"minimize":[144],"factors":[146],"causing":[147],"dissatisfaction":[148],"among":[149],"tourists.":[151]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":5},{"year":2023,"cited_by_count":9},{"year":2022,"cited_by_count":12},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":7},{"year":2019,"cited_by_count":10},{"year":2018,"cited_by_count":5},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":4},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":1}],"updated_date":"2026-10-18T09:31:52.927876","created_date":"2016-06-24T00:00:00"}
