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• W173894830 abstract "Georgetown in Penang Island, a World Heritage Town that attracts large number of tourists eventually created high competition among hoteliers within the hotel industry. As the competition escalating among hoteliers, it is always a question of customer satisfaction that may ensure the sustainability of heritage hotels in Penang Island. Realising the competitive situations, this study examines, (1) The demographic profile of heritage hotels’ patrons in Penang Island (2) The relationship between satisfaction attributes and overall satisfaction among the heritage hotels’ patrons (3) The impact of demographic factors to the patrons’ satisfaction attributes. Four satisfaction attributes (ambience, service, price, and brand) have been studied against the overall satisfaction of the heritage hotels’ patrons. By purposive convenience sampling method, 135 usable questionnaires were further analysed, indicating a final 45% response rate. Entertainment, layout, facilities, staff responsiveness and competence, price positioning, and brand identification are among the highest rated satisfaction items among the heritage hotel patrons. Regression analysis shows that only price and brand indicated a significant positive relationship with overall satisfaction. Demographic variables of gender, age, and nationality demonstrate a significant relationship with the four satisfaction attributes and overall satisfaction. Theoretical and practical contributions of the study have been discussed as well." @default.
• W173894830 created "2016-06-24" @default.
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• W173894830 date "2014-06-01" @default.
• W173894830 modified "2023-09-27" @default.
• W173894830 title "SATISFACTION OF HERITAGE HOTELS' PATRONS IN PENANG ISLAND: A RESEARCH NOTE" @default.
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