Customer Satisfaction on Social Media Marketing in Malaysian Hospitality Industry

View Sample PDF

Author(s): Joanna Pei Yi Kong (INTI International University, Malaysia)and Alex Hou Hong Ng (INTI International University, Malaysia)
Copyright: 2022
Pages: 36
Source title: Research Anthology on Business Continuity and Navigating Times of Crisis
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-6684-4503-7.ch067

Keywords: Business and Organizational Research / Business Science Reference / Environment & Agriculture / Sustainable Development

Purchase

View on the publisher's website for pricing and purchasing information.

Abstract

Customer satisfaction plays an important role in achieving the competitive advantage and ensures to bring success to the organizations. Nowadays, people tend to use technologies in boosting the revenue of their businesses as well as to promote the products and services. Therefore, this chapter is focusing on the factors that drive the satisfactions of the customers on the social media marketing in the hospitality industry in Malaysia. The research gaps have been identified on Malaysia's customer satisfaction on social media marketing in the hospitality industry. Hence, the objective of this research is to explore three factors that influence the satisfaction level of the customers on the technologie in the social media, namely social technology approach, social media tools, and socia media engagement. Last but not least, this study will also provide the researchers and managers with strategic plan in order to enhance the business efficiency.

The IRMA Community

Research IRM

Customer Satisfaction on Social Media Marketing in Malaysian Hospitality Industry

Purchase

Abstract

Related Content

IRMA Sponsors