The Impact of Loyalty, Trust and Digital Service Quality on Customer Satisfaction: A Case Study of Villa Nadia Homestay, Malaysia
Authors
Faculty of Business, Hospitality and Technology, Universiti Islam Melaka (Malaysia)
Faculty of Business, Hospitality and Technology, Universiti Islam Melaka (Malaysia)
Faculty of Business, Hospitality and Technology, Universiti Islam Melaka (Malaysia)
Faculty of Business, Hospitality and Technology, Universiti Islam Melaka (Malaysia)
Muhammad Syafiq Hakimi Mohd Adabi
Faculty of Business, Hospitality and Technology, Universiti Islam Melaka (Malaysia)
Article Information
DOI: 10.47772/IJRISS.2026.10200367
Subject Category: Marketing
Volume/Issue: 10/2 | Page No: 4970-4975
Publication Timeline
Submitted: 2026-02-23
Accepted: 2026-02-28
Published: 2026-03-11
Abstract
Customer satisfaction refers to a condition in which customers’ desires, expectations, and needs are fulfilled. It is a crucial aspect that consistently attracts the attention of product suppliers and service providers. This study aims to examine the relationship between loyalty, trust, and digital customer service among customers of Villa Nadia Homestay in Kota Bharu, Kelantan, in achieving customer satisfaction. The primary objective of this research is to identify the relationship between loyalty, trust, and digital customer service towards customer satisfaction. A quantitative research approach was employed, whereby questionnaires were distributed via Google Form, and a total of 94 customers participated as respondents. Data were analyzed using the IBM Statistical Package for the Social Sciences (SPSS) version 27, involving descriptive analysis, mean analysis, correlation analysis, and hypothesis testing. The findings revealed that loyalty, trust, and digital customer service exhibit a significant and positive relationship with customer satisfaction.
Keywords
Loyalty, Trust, Digital Customer Service, Customer Satisfaction
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References
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