Gan, Jing Ling and How, Yuan Li and Lim, Ping Ping and Baharudin, Nor Syaera and Osman, Nor Rahijah Adibah and Saad, Rohaizah (2015) The study on innovation that influences customer satisfaction at EDC-UUM. In: Symposium on Technology Management and Logistics (STMLGoGreen), 8-9 December 2015, Universiti Utara Malaysia.

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Abstract

There is huge competition in the hotel industry. Improvements are needed in order to maintain or improve market position and reputation such as understanding the problem faced by the hotel, understanding customer requirements and develop innovative idea. This research analyzes the problem in the hotel industry and applies innovation perspective to improve customer satisfaction.Then, this research tries to incorporate the idea of innovation to improve services and facilities offered with respect enhancing awareness, positioning, brand recognition, differentiations and improve customer satisfaction.Besides using a survey to gather customer perceptions, this research will also employ key personnel perspectives into the analysis.It is expected that the findings could contribute towards greater understanding in view of innovations and customer satisfaction in the hotel industry.According to the result of analysis, it show that facility and services are reached satisfied level but EDC-UUM will continue to strives to customer satisfaction and innovation toward hotel facility and services. Thus, research is also expected to provide some innovative solutions for managerial applications in EDC-UUM.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN: 9789670910178 Organized By: School Of Technology Management & Logistics, Universiti Utara Malaysia. Collaboration With: Pusat Kerjasama Universiti-Industri Universiti Utara Malaysia
Uncontrolled Keywords:	Innovation, customer satisfaction, EDC-UUM, hotel, customer requirement and innovation ideas
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	School of Technology Management & Logistics
Depositing User:	Mdm. Rohaizah Saad
Date Deposited:	14 Nov 2016 01:09
Last Modified:	14 Nov 2016 01:09
URI:	https://repo.uum.edu.my/id/eprint/19375

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