International Journal of Economics, Business and Management Studies

Volume 1, Number 1 (2012) pp 22-29 doi | Research Articles


The Relationship between Internal Satisfaction and External Satisfaction amongst Hotel Customers in Malaysia

Nek Kamal Yeop Yunus 1Salomawati Ishak 2
1 Faculty of Management and Economics Universiti Pendidikan Sultan Idris, Malaysia
2 Commerce Department Politeknik Sultan Azlan Shah Behrang, Malaysia


This paper is focused on hotel customers' internal and external satisfaction. Some previous studies had
only focused on the customers' external satisfaction and only a few studies had managed to link
between the two variables. The study also looked into factors which may act as internal variables such
as the employer-employee relationship, employee relationship as well as employee- customer
relationship. As for the external variables, these may involve looking into other aspects of satisfaction,
such as customer satisfaction towards the service and facilities provided by the hotel. The main focus
of the study was to view the relationship between the customers' intrinsic satisfaction with the
customers' external satisfaction and the factors which may influence the customers. The data had been
randomly gathered from 120 samples by questionnaire distribution among hotel guests and employees
in Kuala Lumpur, Port Dickson, Penang, Trengganu and Kota Kinabalu. Overall, this study had
managed to uncover the factors which influenced customers' internal and external satisfaction and also
discovered possible relationship between the two types of satisfaction.


Customer Satisfaction Service Quality Service Hotel Industry Internal Factors External Factors.


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