Determinants of Customer Satisfaction Towards Homestay in Malaysia

Abstract

The aim of this study is to examine the determinants of customer satisfaction towards homestay in Malaysia. The quantitative research method was selected, and structured questionnaire was used in this study. A total of 374 respondents were chosen for this study. The data collected was analysed using Statistical Packages for Social Science Version 24 (SPSS Version 24) software based on descriptive statistic, reliability analysis, and correlation analysis. As for the result, all of the independent variables (service quality, price and emotional) that had been studied in this research had significant relationships towards dependent variable (customer satisfaction). Through this study, a better understanding on the factors that influence homestay users can found. In addition, this study contributes in better understanding the knowledge that influence homestay user behaviour in Malaysia.