International tourist satisfaction on local owned Greenview Bed & Breakfast (B&B) of Sukau Village, Lower Kinabatangan, Sabah, Malaysia
List of Authors
  • Rosazman Hussin , Velan Kunjuraman

Keyword
  • International tourists, satisfaction, Sukau Village, Greenview Bed & Breakfast resort

Abstract
  • This paper examines the level of satisfaction of international tourists towards products, facilities, and travel services as well as the level of security provided by the locally owned Sukau Greenview Bed & Breakfast Downstream, at Kinabatangan, Sabah. The study used both qualitative and quantitative approaches using in-depth interviews and questionnaire survey as study methods. A series of in-depth interviews were held among selected upper managers of Sukau Greenview Bed & Breakfast resort. In addition, the method of questionnaire was used to assess the level of satisfaction of over 62 international tourists who visited Sukau Greenview Bed & Breakfast resort. The results from the study revealed that majority of international tourists are satisfied with the products, facilities and services offered by the local owned service providers in Sukau Village. Most importantly, this study revealed that the majority of the international tourists who came to Sukau Greenview Bed & Breakfast resort did not have any security problems or sustain injuries. This shows that the management of the locally owned Sukau Greenview Bed & Breakfast resort has taken rigorous monitoring of the safety aspect. In academia, studies pertaining to international tourists’ satisfaction towards products, services and security aspects are given less attention by tourism researchers in Malaysia to measure the satisfaction level of international tourists who visited tourist destinations in Malaysia, especially in Sabah. Thus, this study bridges the current gap and the future research on tourist satisfaction related issues. Given this kind of research, it can improve the quality of tourism in Malaysia and increase the presence of international tourists in Malaysia.

Reference
  • 1. Anderson, E. W., & Sullivan, M. W. (1993). The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12(Spring): 125–143.
    2. Bailey, J., & Pearson, S. (1983). Development of a Tool for Measuring and Analysing Computer user Satisfaction. Management Science, 29: 530–545.
    3. Baker, D. A., & Crompton J. L. (2000). Quality, Satisfaction and Behaviour Intentions. Annals of Tourism Research, 27(3): 785– 804.
    4. Baker, D. A., & Crompton, J. L. (2000). Quality, Satisfaction and Behavioural Intentions. Annals of Tourism Research, 27(3): 785– 804.
    5. Bovet, S. (1994). Safety Concerns World Travel Market: B-M Survey shows. Public Relations Review, 50(8).
    6. Brown, P. J. (1988). Quality in Recreation Experience. In A. H. Watson (Ed.) Outdoor Recreation Benchmark, Proceedings of the National Recreation Forum, General Technical Report SE-52.
    7. Fort Collins: US Forest Service. Buhalis, D. (2003). E-Tourism: Information Technology for Strategic Tourism Management. England: Financial Times Prentice Hall.
    8. Chan, J. K. L., & Baum, T. (2007). Ecotourists’ Perception of Ecotourism Experience in Lower Kinabatangan, Sabah, Malaysia. Journal of Sustainable Tourism, 15(5): 574–590.
    9. Cliff, S, Page, S. J, (1996). Health and International Tourism, Routledge, London. Cooper, C. (2003). Classic Reviews in Tourism. Sydney: Channel View Publications.
    10. Cooper, C., Fletcher, J., Gilbert, D., & Wanhill, S. (1993). Tourism: Principles and Practice. London: Pitman.
    11. Cronin, J. J., & Taylor, S. A. (1992). Measuring Service Quality: A Re-examination & Extension. Journal of Marketing, 56(3): 55–68.
    12. Err Ah Choy. (2013). Pembangunan Pelancongan Lestari di Melaka: Perspektif Pelancong. Geografia: Malaysian Journal of Society and Space, 9(3): 12–23.
    13. Gitelson, R. J., & Crompton, J. L. (1984). Insights into the Repeat Vacation Phenomenon. Annals of Tourism Research, 11(2): 199–217.
    14. Greenaway, R. (1996). Thrilling not Killing Managing the Risk Tourism Business. Management, 46–49.
    15. Gunn, C. A. (1994). Travel, Tourism, and Hospitality Research: A Handbook for Managers and Researchers. New York: Wiley & Sons.
    16. Hussin, R. (2006). Ecotourism Development and Local Community Participation: Case Studies of Batu Puteh and Sukau Village in Lower Kinabatangan Area of Sabah, Malaysia. Unpublished PhD Thesis. UK: University of Glasgow.
    17. Inskeep. E. (1991). Tourism Planning-An Integrated and Sustainable Development Approach. New York: Van Noctrand Reinhold.
    18. Khalifa, M., & Liu, V. (2004). The State of Research on Information System Satisfaction, Journal of Information Technology Theory and Application, 5(4): 37–49.
    19. Kotler, P. H. (1991). Marketing Management: Analysis, Planning and Control. (8th ed). Englewood Cliffs, NJ: Prentice-Hall, Inc.
    20. Kozak M. (2000). Comparative Assessment of Tourist Satisfaction with Destinations Across Two Nationalities. Tourism Management, 22(4): 391–401.
    21. Mapjabil, J., & Che Ismail, S. (2012). Program Homestay di Sungai Semilang, Pulau Pinang: Pembangunan dan Perubahan Persekitaran. In J. Mapjabil & K. H. Din (Eds.). Pelancongan di Malaysia: Isuisu Penyelidikan Terpilih. (pp. 135–153) Sintok: Penerbit Universiti Utara Malaysia.
    22. Medlik, S. (1993). Dictionary of Travel, Tourism and Hospitality. Oxford: Butterworth, Heinemann.
    23. Middleton, M. J., & Midyley, C. (1997). Avoiding the Demonstration of Lack of Ability: An Unexplored Aspect of Goal Theory. Journal of Educational Psychology, 89: 710–718.
    24. Mohamad Zaki Ahmad. (2012). Perancangan dan Pembangunan Pelancongan. Sintok: Penerbit Universiti Utara Malaysia.
    25. Mowforth, M., & Munt, I. (2003). Tourism and Sustainability: New Tourism in the Third World. London: Routledge.
    26. Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing, 57(Fall): 25–48.
    27. Page, S., & Dowling, R. S. (2002). Ecotourism. University of Michigan. Prentice Hall.
    28. Petrick, J. F. (2002). Experience Use History as a Segmentation Tool to Examine Golf Travellers’ Satisfaction, Perceived Value and Repurchase Intentions. Journal of Vacation Marketing, 8(4): 332–342.
    29. Pizam, A., & Mansfeld, Y. (Eds.) (1996). Tourism, Crime and International Security Issues (pp. 11–12). Chichester: Wiley.
    30. Rina Ilyana Zainal. (2007). Meninjau Penglibatan Penduduk Tempatan dalam Aktiviti Pelancongan, Kajian Kes: Kampung Serkat, Pontian, Johor. (Unpublished Masters Thesis). Universiti Teknologi Malaysia.
    31. Scheyvens, R. (2002). Tourism for Development: Empowering Communities. England: Prentice Hall.
    32. Sullivian T. J. (2001). Methods of Social Research. United State: Earl Mcpeek.
    33. Timothy, D. J. (1999). Participatory Planning-A View of Tourism in Indonesia. Annals of Tourism Research, 26(2): 371–391.
    34. Wilks, J., Penderyast, D., & Service, M. (1996). Newspaper Reporting of Tourist Health and Safety Issue, Australian Leisure, 7: 45–48.
    35. World Tourism Organisation. (1996). Tourist Safety. Madrid: World Tourism Organisation.