Evaluating the Impact of Hospitality Service Quality on Legal Compliance and Customer Loyalty: A Case Study in Malacca

Muhammad Ilhamuddin Arsad, Marina Abdul Manap and Nur Rabiatul Adawiyah Abdul Rahman

Information Management and Business Review, 2024, vol. 16, issue 4, 18-26

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.

Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:rnd:arimbr:v:16:y:2024:i:4:p:18-26

DOI: 10.22610/imbr.v16i4(I).4252

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