This study investigates the link between the different service characteristics that have an influence on customer satisfaction in university cafeteria food services. A conceptual model comprising of different variables like food and beverage quality, service quality, food choice, price and value equality, and ambience were studied for customer satisfaction to explore the relationship among them. This study examined how dining experiences influence the satisfaction and loyalty of both non-mature (students) and mature (staff) customers, in order to find their similarities and differences within the context of university cafeteria services. The study was conducted at Taylor's University in Malaysia by using a quantitative research approach, and 231 students and 63 staff members of the university participated in the study. The findings reveal that the various quality factors considered in the study are positively correlated with customer satisfaction and have a significant impact on the satisfaction level of both students and staff who dined at the university cafeteria. It could be concluded from the results that the influence of price offered at the university cafeteria had a significant effect on respondents' loyalty. The result of this study offers a direction towards better the services and facilities, which lead to an increase of the competitive influence of the restaurant business in the marketplace.

The study aims to assess the factors for medical tourism destination selection from medical tourist's perspective and to determine the satisfaction level of medical tourists in Malaysia. Field survey was conducted with the structured questionnaire to medical tourists admitted at 11 public and private hospitals in Kuala Lumpur region during September and October, 2013. A nonprobability convenience sampling technique was used and 72 response were collected. Geography of Malaysia was found to be an important factor having direct and positive impact on patient's destinations selection and satisfaction level. Results also confirms that Malaysia is famous destination for Indonesians as a medical tourism destination. One of the apparent limitations of current research is the sample size, which is very small and also limited to hospitals in Kuala Lumpur, Malaysia. A study with different sample size and several locations in Malaysia may provide fruitful results for the evaluation of medical tourism destination selection. Finding of the current research are very much beneficial for the health ministry, tourism ministry and practitioners to improve the service level and in attracting big number of medical tourists to Malaysia. Several countries are offering medical tourism in Asia Pacific region and attracting big number of tourist every year. This Research was conducted to find out the factors, which are very much important to attract medical tourists to Kuala Lumpur, Malaysia and their satisfaction level to improve the performance level in future. Different aspects are involved like organization's functions, and Malaysian circumstances related to medical tourism in Kuala Lumpur Malaysia.

PurposeThis study examines the influencing factors of smart technology use behaviour (STUB), influencing tourist satisfaction and enhancing revisit intention for the Chinese tourism destination. Further, the moderating role of place attachment on the relationship between STUB, tourist satisfaction and revisit intention has been examined.Design/methodology/approachThe study employs quantitative methodology by incorporating the planned behaviour theory to develop the hypotheses. Using an online survey link, 409 responses were collected from the tourists employing a non-probability convenience random sampling technique.FindingsThe partial least squire-structural equation modelling (PLS-SEM) results show that social influence significantly affects STUB, tourist satisfaction and revisit intention. Also, the anticipated positive behaviour has positive and significantly affects STUB and revisit intention. Finally, the findings show that tourist satisfaction significantly affects revisit intention in the tourist destinations in China.Research limitations/implicationsA quantitative research design was applied, employing a random sampling technique, and surveys were conducted with tourists only in current research. However, future research can incorporate a wide range of methodology by collecting data from other tourism stakeholders to have an in-depth evaluation of repeat visitation behaviour. Future research can enhance the current conceptual framework by including other relevant variables like negative anticipated emotions at other locations, as the current study was conducted in the Chinese context.Originality/valueThis research adds value to the tourism destination to formulate tourist satisfaction and revisit intention. Implications are provided for a more nuanced understanding and effective planning in tourism destinations while considering smart technology use.

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As of January 2020, global social media users have exceeded 3.8 billion, accounting for 49% of the world’s total population. Internet and social media have become an indispensable part of people’s daily lives worldwide. However, most previous research only focuses on social media marketing in other businesses, and there is less research about the development of boutique hotel social media marketing. This study investigates the relationship between different social media marketing practices and customers’ purchase intention in Malaysia’s boutique hotels. The article also explores how to properly conduct social media marketing to increase the customer purchase intention of boutique hotels and promote the boutique hotels’ development in Malaysia. The non-probability random sampling technique 309 response was collected from Malaysian social media users using an online survey. Findings of the research found out that factors including marketing activities and eWOM significantly impact customer purchase intention of the boutique hotels in Malaysia through the mediating variable perceived usefulness and the mediating variable perceived trust. The study offers implications for the development of social media marketing in boutique hotels.

This study explores the tourists' perception of risks attached to safety and security affecting their decision-making process. The study further discusses the risk perception of tourists in relation to social and cultural factors, media influence and demographic factors that motivate tourists to choose a safe destination and how tourists perceive the safety and security measures in the hospitality and tourism industry and at their travel destination. Quantitative research methodology was implemented and samples were collected from both the domestic as well as international tourists. A Stratified Random Probability Sampling method was applied to select the sample at five tourist spots of India i.e., Dehradun, Mussoorie, Haridwar, Rishikesh, and Nainital. 287 questionnaires were returned back and the data was analysed by using Statistical Package for Social Sciences. The findings reveal that tourists' decisionmaking process is influenced by their risk perception level; therefore, this study validates that tourists' decision-making is influenced by their risk perception level in relation with sociocultural factors and media influence and provides useful information for destination marketers, hospitality operators and its stakeholders in proper planning and implementation of the policies and to utilize this information while undertaking the marketing campaign or develop tourist products.

Highly developed online facilities by travel agents have grown drastically over the past years. Internet is taking over the businesses of traditional travel agents in their existing as well as emerging markets. Due to the dynamic and diverse nature of technology, the travellers are seeking to optimize their travel attitude in an effective manner while implicating several threats. Amidst all changes, this study investigated the attitude of Indonesian travellers visiting traditional travel agents. A self-administrated online survey was used to collect the data from local travellers of Banjarmasin, Indonesia. A sample of 277 respondents showed a significant relationship between the expertise of travel agents, handling capacity, technological adoption towards visiting traditional travel agents. Interestingly, the social interaction factor has no significant influence. Further, the analysis identified that secure transaction shows a partial mediating effect between travellers visiting traditional travel agents and their habitual selection behaviour. The results of the study indicate that Indonesian travellers have an overall positive attitude towards traditional travel agencies due to their expertise and handling capacity of travel services. An important finding reveals transactional security as a vital factor in habitual selection behaviour of Indonesian travellers. In future, there is a necessity for a holistic approach towards the understanding of both demand and supply perspectives of travel services.

This research investigates the hotel response strategies of businesses being responsive online to stimulate customers purchase intention in eWOM communications. Specifically, this study explores the online managerial responses in terms of length, speed, and relevance of management response to customer negative reviews and how customer personality moderates the purchase intention of the hotel. A non-probability convenience sampling technique was applied to collect 441 responses from Chinese residents who have made online hotel reservations and selected the hotel only after checking the online reviews and the hotel responses. The findings confirm that hotel response to negative reviews has an essential impact on 'consumers' purchase intention and consumer personality traits. Further, the research includes the practical implications for hotels to set up the reply format and carry out effective service recovery through different expression ways of negative reviews response.