Impact of Destination Quality, Access Quality and Accommodation Quality on Customer Satisfaction in Tourism Industry at Langkawi, Malaysia

Abstract

This paper investigates the impact of service quality through destination, access, and accommodation quality on customer satisfaction in the tourism industry at Langkawi, Malaysia. The study uses quantitative research by using a method of descriptive research to obtain data. The data were collected from respondents using questionnaires. 300 usable responses were received from tourists vacationing in Langkawi and analysed using correlation analysis. Findings show that destination quality, access quality, and accommodation quality positively correlate with customer satisfaction. Therefore, the findings from this study show that service quality impacts customer satisfaction and plays an important role in tourism destination areas.