论文部分内容阅读
This study represents the results of the survey about perception of international tourists toward service quality of KLCC shopping mall in Malaysia which might lead to their satisfaction and loyalty. In this survey, data were collected from personal face-to-face intercepts in Suria KLCC by utilizing questionnaire that concludes nine dimensions for service quality, satisfaction and loyalty. 168 questionnaires were collected and 150 were confirmed to be acceptable for data analysis. IBM SPSS 22.0 for Windows was employed to analyze the collected data. In summary, managerial implications have been come up with. These aspects are summarized below and detailed in the attached body of the report:Consequently, we believe the service quality provided by KLCC shopping mall should be further improved. On the other hand, KLCC shopping mall needs satisfied and loyal tourists to gain sustainable profits in the fierce competition.