Exploring hotel facilities and event promotion in influencing customer satisfaction with event design: Cases of 4 star hotel in Terengganu
List of Authors
  • Faliza Mahamed Ali , Jazira Anuar

Keyword
  • customer satisfaction, event design, event promotion, hotel facilities, 4-star hotel

Abstract
  • Post Pandemic witnessed that event management in Malaysian hotels is rising again. Among the popular events were weddings, corporate events, meetings, sports press conferences, seminars, conferences, training, social gatherings, and religious gatherings. However, to the researcher's knowledge, limited study has been found regarding customer satisfaction with event design specifically involving 4–5-star hotels. This study explores the influence of hotel facilities and event promotion on customer satisfaction at a 4-star hotel in Terengganu. This study utilized primary data collection with a qualitative method interviewing six (6) informants regarding hotel facilities and event promotion in influencing customer satisfaction. Findings indicated that hotel facilities and event promotion influenced customer satisfaction with the event design. This study contributes to new knowledge in Event Management Hospitality literature and is a foundation for future academicians/ researchers who would like to explore Event Management design. Suggestions for future research are also included to expand the study further.

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