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All Journal Gadjah Mada International Journal of Business The South East Asian Journal of Management
Boon-Liat Cheng
Bank Rakyat School of Business and Entrepreneurship, Universiti Tun Abdul Razak
Economics, Econometrics & Finance

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Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry Cheng, Boon-Liat
Gadjah Mada International Journal of Business Vol 15, No 2 (2013): May-August
Publisher : Master of Management, Faculty of Economics and Business, Universitas Gadjah Mada

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Abstract

Service quality is vital to the success of  any service organization. The rapid growth of the Malaysian hotel industry in the 2000’s forced hotel operators to seriously recognize the importance of service improvement in order to gain competitive advantage. This study aims to examine the impact of service quality on customer satisfaction, and how customer satisfaction subsequently affects customer loyalty in the hotel industry in Malaysia. This study also investigates the mediating effect of corporate image  on the  relationship between customer satisfaction and customer loyalty.  A systematic  sampling approach was adopted  to collect data through self-administered questionnaires from 500 hotel guests. Preliminary data analysis, descriptive analysis, reliability test and regression analysis were adopted to ana-lyze  the  reliability  of  items and the  hypothesized  relationships  in the  proposed  research model.  The findings revealed that perception of service quality is significantly related to customer satisfaction, which in turn generates positive customer loyalty in the hotel industry. Besides, corporate image is found to be a partial mediator in the relationship between customer satisfaction and customer loyalty. Overall, the find-ings of this study would help hotel operators to formulate and implement effective marketing manage-ment strategies to cope with the keen competition in the hotel service industry.    
Entrepreneurial Inclination Among Business Students: A Malaysian Study Lim, Yet-Mee; Lee, Teck-Heang; Cheng, Boon-Liat
The South East Asian Journal of Management Vol. 6, No. 2
Publisher : UI Scholars Hub

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Abstract

Entrepreneurship has been the fundamental topics of discussion among the politicians, economists, and academics. Business creation is especially critical in developing countries to stimulate economic growth. The present study attempts to examine entrepreneurial inclination among students who are a potential source of entrepreneurs. The findings of the present research study indicate that majority of our business students are not entrepreneurial-inclined. They do not seem to possess strong entrepreneurial characteristics and entrepreneurial skills, and they are not keen in starting a new business. The roles of higher institutes of education and the government in promoting entrepreneurship are discussed.
Co-Authors Teck-Heang Lee Yet-Mee Lim