The Customers’ Perception of Service Quality for Spa Establishments

Abstract

Spa and wellness are the world's fastest-growing industry. Spas and health are rapidly developing these days, and this sort of service has emerged as a result of health tourism packages in spas. In Malaysia, spas are the most well-known industry. Therefore, this study aimed to explore the value and impact of service quality, perceived value and service performance on customer satisfaction at spa located in Pengkalan Chepa, Kelantan. This qualitative study utilized in-depth interviews. All interviews were consented, audio-recorded then transcribed verbatim, followed by identification of emerging themes. Data saturation was achieved after interviewing a total of 12 respondents. The results were presented and described according to the respondents’ characteristics. Three themes raised from respondents were (1) Spa service quality, (2) Spa perceived value, and (3) Spa perceived service performance. The results have shown that service quality, perceived value and service meeting dimensions have a close relationship with all customers. Subsequently, the information obtained from this study might be used to create a marketing plan aimed at improving consumer satisfaction in the market and industry of the spa in Pengkalan Chepa, Kelantan. This study can help to grow the economy with the influx of foreign investment due to the quality of service and can provide numerous job possibilities for the community in Malaysia. As a result, looking at the degree of happiness from this spa's consumers can be a signal in creating new spas and improving the economy through foreign investment