- Apply for Authority
- P-ISSN2765-6934
- E-ISSN2765-7027
- KCI
ISSN : 2765-6934
The Impact of Sharia Compliance on Sharia Hotel Services and Customers Satisfaction
Nurdin SOBARI (Kajian Timur Tengah dan Islam Universitas Indonesi)
Fahadil Amin AL HASAN (Kajian Timur Tengah dan Islam Universitas Indonesi)
- Downloaded
- Viewed
Abstract
Purpose: The main purposes of this study are to examine what the most important hotel facilities that sharia hotels must provide, and to study the relationship between importance of sharia compliance and Muslim tourists' judgment on the performance of sharia hotels. Research Design, Data, and Methodology: The data were collected in Lombok Island. Questionnaires were distributed to Muslim tourists who stayed at one of the sharia hotels, with a total sample of 205 respondents. Factor Analysis Method and Two Independent Sample Tests have been applied in this research to analyze and interpret the data. Result: The results show only one factor is formed from all statements of Sharia compliance variable, and there is a significant difference in the customer experience and customer satisfaction ratings based on the importance of hotel facilities. Conclusion: The present study revealed that Muslim tourists who place a high level of importance in sharia compliance present a more positive assessment for all services provided by sharia hotels. The assessment from Muslim tourists with higher level of importance in Sharia compliance is more positive about their experiences during their stay at the sharia hotels, which also affects their satisfaction.
- keywords
- Sharia Hotel, Sharia Compliance, Customer Experience, Satisfaction
Reference
Battour, M. (2015). Halal tourism: Concepts, practices, chall enges and future. Review Elsevier. https://doi.org/http://dx.doi.org/10.1016/j.tmp.2015.12.008.
Begg , M. (1997). Islam and traveling. Retrieved July 13, 2011, from http://www.islamiccentre.org
Berry, L. L., & Carbone, L. P. (2007). Build loyalty through experience management. Quality Progress, 40(9), 26-32.
Butt, I., Saleem, N., Ahmed, H., Altaf, M., & Jaffer, K. (2011). Barriers to adoption of Islamic banking in Pakistan. Journal of Islamic Marketing, 2(3), 259-273.
Carbone, L. P., & Haeckel, S. H. (1994). Engineering Customer Experiences. Journal of Marketing Management, 3 (3), 8-19.
Din, H. K. (1982). Tourism in Malaysia: Competing Needs in the Plural Society. Annuals of Tourism Research, 9, 453-480.
DinarStandard (2017). Muslim Friendly Tourism: Regulating Accommodation Establishments in the OIC Member Countries. Retrieved May 22, 22019, from http://www.comcec.org/en/wp-content/uploads/2017/02/9-TUR-PRE-3.pdf
Fatwa Dewan Syariah Nasioanal MUI (2016). Pedoman Penyelenggaraan Pariwisata Berdasarkan Prinsip Syariah.
Fishbein, M., & Ajzen, I. (1980). Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research. Reading, MA: Addison-Wesley.
Flanagan, P., Johnston, R., & Talbot, D. (2005). "Customer confidence: the development of a "pre-experience" concept."International Journal of Service Industry Management, 16(4), 373-384.
Gentile, C., Spiller, N., & Noci, G. (2007). How to Sustain the Customer Experience: An Overview of Experience Components that Co-create Value with the Customer. European Management Journal, 25 (5), 395–410.
Grace, D., & O'Cass, A. (2004). "Examining service experiences and post-consumption evaluations." Journal of Services Marketing, 18(6), 450-461.
Haque, A., Osman, J., & Ismail, A. Z. (2009). Factor Influences Selection of Islamic Banking: A Study on Malaysian Customer Preferences. American Journal of Applied Sciences, 6(5), 922-928.
Henderson, J. C. (2010). Sharia-Compliant Hotels. Tourism and Hospitality Research, 10(3), 246-254.
Idris, A. R., Naziman,N. M., & Januri, S. S. (2011). Religious Value as the Main Influencing Factor to Customers Patronizing Islamic Bank. World Applied Sciences Journal 12 (Special Issue on Bolstering Economic Sustainability, 2011).
Jais, A. S. (2016). Sharia Compiance Hotel: Concept and Design (1st ed.). Melaka, Malaysia: Politeknik Merlimau Melaka.
Johnson, C., & Mathews, B. P. (1997). "The influence of experience on service expectations." International Journal of Service Industry Management, 8(4), 290-305.
Lemke, F., Clark, M., & Wilson, H. (2010). Customer Exper ience Quality: An exploration in business and consumer c ontexts using repertory grid. Journal of the Academy of Marketing Science, 39(6), 846-869. DOI 10.1007/s11747-010- 0219-0
Liljander, V., & Strandvik, T. (1997). Emotions in service satisfaction. International Journal of Service Industry Management, 8(2), 148-69.
Mano, H., & Oliver, R. L. (1993). Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction. Journal of Consumer Research, 20(3), 451-466.
Manzoor, M. M., Aqeel, M., & Sattar, A. (2010). Factors Paving the Way towards Islamic Banking in Pakistan. World Academy of Science, Engineering and Technology, 66. 1677-1683.
Mascarenhas, O. A., Kesavan, R., & Bernacchi, M. (2006). Lasting customer loyalty: a total customer experience approach. Journal of Consumer Marketing, 23(7), 387-405.
Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 116-126.
Okasha, Q. (2010). Sharia compliance hotel a framework for destination selection applied on Kuwait and UK (Master‘s thesis). Maastricht school of management, Maastricht, Netherlands.
Pullman, M. E., & Gross, M. A. (2004). Ability of Experience Design Elements to Elicit Emotions and Loyalty Behaviors. Decision Science, 35(3), 551-578.
Shaw, C., & Ivens, J. (2007). Building Great Customer Experience (1st ed.). New York, NY: Pelgrave mac Millan.
Sheikh, M. A., Taseen, U., Haider, S. A., & Naeem, M. (2010). Islamic Vs Conventional Banks in Pakistan (A case study of Bahawalpur).
Stephenson, M. L., Russel, K. A., & Edgar, D. (2010). Islamic Hospitality in the UAE: Indigenization of Products and Human Capital. Journal of Islamic Marketing, 1(1), 9-24.
Usman, H., Tjiptoherijanto, P., Balqiah, T. E., & Agung, I. G. N. (2017). The Role of Religious Norms, Trust, Importance of Attributes, and Information Sources in the Relationship Between Religiosity and Selection of the Islamic Bank. Journal of Islamic Marketing, 8(2). doi: 10.1108/JIMA-01-2015-0004.
Venkat, R. (2008). Impact of Customer Experience on Satisfaction, Brand Image and Loyalty: A Study in a Business to Business Context. Journal of Marketing, Sobey School of Business, 22, 101-114.
Voss, C., & Zomerdijk, L. (2007). Innovation in Experiential Services – An Empirical View (pp.97-134). London, United Kingdom: DTI.
Weidenfeld, A. (2005). Religious needs in the hospitality industry. Tourism and Hospitality Research, 6(2), 143-159.
Yu, Y. T., & Dean, A. (2001). The contribution of emotional satisfaction to customer loyalty. International Journal of Service Industry Management, 12(3), 234-251.
Yusuf, S. (2009). The Real Sense of Sharia Hospitality Concept. Paper Presented at The World Halal Forum, Kuala Lumpur, Malaysia.
- Downloaded
- Viewed
- 0KCI Citations
- 0WOS Citations