International Journal of Social Science Research (IJSSR) eISSN: 2710-6276 | Vol. 4 No. 3 [September 2022]
Journal website: http://myjms.mohe.gov.my/index.php/ijssr
A STUDY ON HYGIENE AND CLEANLINESS TOWARDS CUSTOMER SATISFACTION: A FOCUS ON SUNWAY
LOST WORLD OF TAMBUN HOTEL
Syuhirdy Mat Noor1*, Nurul’Aishah Zakaria2, Azlan Salim3, Shahril Hussin4, Fadhlina Mahat5 and Mohd Akmal Rohiat6
1 2 3 4 5 Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Cawangan Pulau Pinang, Permatang Pauh, MALAYSIA
6 Faculty of Technical and Vocational Education, Universiti Tun Hussein Onn, Parit Raja, MALAYSIA
*Corresponding author: [email protected]
Article Information:
Article history:
Received date : 3 September 2022 Revised date : 14 September 2022 Accepted date : 17 September 2022 Published date : 28 September 2022 To cite this document:
Mat Noor, S., Zakaria, N. A., Salim, A., Hussin, S., Mahat, F., & Rohiat, M.
A. (2022).A STUDY ON HYGIENE AND CLEANLINESS TOWARDS CUSTOMER SATISFACTION: A FOCUS ON SUNWAY LOST WORLD OF TAMBUN HOTEL.
International Journal of Social Science Research, 4(3), 238-252.
Abstract: In 2019, a new coronavirus disease (COVID- 19) triggered a nationwide health scare that has continued until now. Even though we are in the endemic phase, this disease is anticipated to endure for a year and other pandemics are expected in the near future. In this situation, hygiene and cleanliness is crucial part for the hotel and travellers to practice in order to avoid it from being spread. This study was conducted to analyze the level of customer satisfaction toward hygiene and cleanliness at the theme park hotel which is Sunway Lost World of Tambun Hotel. A total of 200 online questionnaire were received for data analysis using convenience sampling. The finding of the study indicates that the hotel hygiene and cleanliness have a positive relationship with customer satisfaction. Thus, this study emphasizes the theme park hotel to continue focusing on hygiene and cleanliness of the place instead of focusing their financial performance.
Keywords: theme park hotel; customer satisfaction;
hygiene; cleanliness; covid-19.
1. Introduction
Theme Park resort is the lodging that provided in the theme park area. Unfortunately, during the pandemic Covid-19, this industry slowly down because of people can’t go outside and travel around the world. Almost every hotel, restaurant, and theme park shuttered because they couldn't make a profit without paying customers. Moreover, the letter contends, in response to the Covid-19 international health crisis, that the travel and tourist industry has already reached the brink of collapse and is "fighting for its own life" (Guevara, 2020).
Theme parks and attractions in Malaysia are one of the country's worst hit categories, as both local and international visitors avoid crowds out of fear of the deadly coronavirus. In the foreseeable future, all resort and retail companies are likely to fight. Some of Malaysia's most renowned water parks have been affected, whether indoor or outdoor sights, such as the Lost World Tambun, Sunway Lagoon, Legoland Water Park and the Adventure Water Park.
Different forms of calamities affect the company differently, leading hoteliers to take action to tackle a range of crises. This study analyses current research on public health issues like SARS in 2003 and new hotel-based innovations and identifies crucial topics to be taken into consideration by researchers and practitioners in hotel marketing and management following the covid-19 epidemic in 2020. Hygiene and cleanliness are essential components of successfully operating hotels, and as a result of current public health concerns they have garnered greater attention. Hygiene and cleanliness issues, in particular, have been highly disputed during the last few years in relation to the comeback of the hotel business. The buying decision of consumers in the service environment is influenced according to current research by the level of hygiene and cleanliness in the field (Choi, 2019). Poor hygiene and sanitation were found to be a significant factor to disease transmission in pandemic outbreaks (Alan, So and Sin, 2016). Hygiene and cleanliness should therefore be the key emphasis of the prediction for the recovery of the hotel sector following COVID-19, given the destructive impacts of the pandemic and hotel reliance on these services.
2. Literature Review 2.1 Hotel Hygiene
For the most part, governments cannot reduce social constraints in the absence of security assurance and certain customers will hesitate to avoid or minimize the service completely, as was demonstrated in the town of Wuhan after the lockout was ended, where residents still avoid restaurants for fear of reinfection (Chen, Yang, Yang, Wang, and Bärnighausen, 2020). In other words, it is vital to maintain good sanitation in order to prevent the spread of covid-19. Hotels should focus on how the customer's sense of hygiene and anxiety decreases through the employment of risk reduction strategies in order to attract customers. Improved hygiene and technological improvements restricting the interaction of visitors with hotel personnel can be an effective way to decrease health risks for hotel guests (Kussmann, 2020).
When people utilize face masks in the Malaysian hospitality business, they offer an invisible type of care that enhances hygiene and safety. Customers regard a grin less than practitioners, showing that the two groups of people are divided. In terms of hygiene, clients believe that the use of masks has improved rather than reduced the quality of service. The anxiety that high- quality services would not be provided is larger among practices than among clients. The use of a mask is a gesture and a symbol in the hospitality business, which tries to implement a new
type of care, professionalism, safety and communication to bring about change (Kong, Oh and Terry, 2021).
Most Asian individuals choose to wear masks to minimize the transmission of disease and to signify Asia's unity and cooperation efforts. In the Western world people have generally resistant to use face masks when it comes to prevention (Feng, Shen, Xia, Song, Fan and Cowling, 2020), however pandemic fears can temporarily diminish their aversion to masking (Zheng, 2020). The gesture of hospitality personnel who put masks was perceived to be concerned about their visitors' hygiene standards (Severson, 2020). This new kind of caring behaviour can be refined into a new communication skill that can reflect the professionalism of practitioners towards their clients.
2.2 Hotel Cleanliness
Cleanliness is one of the factors that affect the choice of accommodation, since even when the hotel rooms are routinely cleaned there is a risk of infections with various viruses and germs (Zemke, Neal, Shoemaker and Kirsch, 2015). Cleanliness has traditionally been linked to fundamental cleanliness, as it protects someone from some hazardous diseases, among other things (Zain and Shehu, 2018). Besides personal hygiene, much focus has been placed on keeping the environment clean, because people will become diseased if the environment is polluted.
Hotel clients might look far beyond the hotel if the services offered meet the needed quality and are priced properly (Chew, 2020). Hotel rooms and surfaces are recommended to be cleaned regularly. Disinfectants should be used for normal cleaning of rooms, public areas, conference rooms and leisure facilities. Cleanliness might be the main effect on visitor satisfaction and consumption behaviour in the hotel business. The hotel administration should focus on both the perception of cleanliness and the actuality of the premises.
The words "high touch" and "low touch" stem from studies in the hospital and healthcare industries, where pathogens from ambient surfaces and equipment are measured respectively (Cheng, Chau, Lee, Ho, Lee, So and Yuen, 2015). In technology, high-touch is "frequently fist," whereas low-touch is "not highest form.". Research on these things was carried out on touch-sized components of the guestroom, such as sink, toilet, bedsheets, light switches and telephones (Zemke et al., 2015).
As Tiong, Sondoh and Tanakinjal (2020) highlight that the maintenance of cleanliness in the face of a pandemic requires a serious treatment of clean issues, based on understanding of how viruses are propagated. Cleaner production is displayed as a process and the company has an environmentally friendly responsibility for carrying out its manufacturing activities in order to avoid unwanted effects on the environment. The physical environment encompasses the entire service system, including the environmentally friendly outside and landscape of facilities, as well as shared areas, bedrooms and personnel. The availability of hand sanitation products, biodegradable screening shoes and gloves in critical sections of the hotel to improve passenger confidence are all examples of new physical evidence arising as a result of the pandemic (Malaysia Hotel Association, 2020).
2.3 Theme Park Hotel
Theme Park resorts provide an exciting environment for gathering information about its visitors' feelings. They are home to a range of activities, entertainment, shopping, and food and beverage options for visitors. Visitors at a theme park resort who were members of a "meetup"
group were interviewed by Torres and Orlowski (2017) to learn more about their interactions with other guests.
The coronavirus COVID-19 epidemic had a global impact and affected everyone on the world.
The result of a domino effect of reactions from governments, public institutions, and private companies resulted in a worldwide halt to all travel and tourist activities. When Ali (2018), carried out a research of Malaysian theme parks, they observed that the physical environment was a major predictor of the level of enjoyment experienced by theme-park visitors. The coronavirus COVID-19 epidemic spread over the whole country. In response to the pandemic- management measures put in place during this public health crisis, the historically strong demand for amusement parks has been suppressed. As a result of a series of reactions from governments, public institutions, and private businesses, travel and tourism have been suspended worldwide.
Theme parks are also unique because they are conglomerates of goods that include attractions and rides, exhibits, restaurants, retail stores, and more. Despite the fact that crowding is frequently linked with negative connotations and bad consequences on the consumer experience, it does not always have a negative influence on customers. The apparent popularity of the experience can be attributed to the beneficial influence of congestion on the experience.
Despite the fact that the article makes no mention of the effect of the pandemic on theme park resorts, it does state that the epidemic has an influence on theme park operations. With this regard, it can be stated that the it supports the point of view on the need of implementing hygiene and cleanliness at a theme park resort in order to increase consumer satisfaction.
2.4 Customer Satisfaction
In order to identify customer satisfaction, the customer's perception is compared to the value acquired through contacts, transaction data or relations with rival providers in cases of similar value perceived service quality (Culture, 2015). The extent to which customer are satisfied with an item or service customer purchase determines your decision to purchase it again. This is particularly so for companies in the hospitality sector, since delighted consumers like to return to the same hotel or restaurant if they had positive experience (Gegziabher, 2015). Therefore, in the hospitality business, customer satisfaction is incredibly crucial and should be regarded as one of the top management goals in all hospitality companies.
During pandemic disease, hotels that carefully adhere to CHSE (Cleaning, Health, Safety, and Environment) requirements in their establishments are preferred by customers when it comes to lodging. The guests will observe and conduct study on how the hotel executes the health regimen before their stay begins. Customers will read reviews left by past visitors and enquire about the hygiene and cleanliness status of the hotel from their friends and family members.
They will also seek for hotels that are reasonably priced and adhere to appropriate health requirements during pandemic covid-19. It has been shown that customers' knowledge impacts their purchase decisions (Hadar, Sood, and Fox 2015).
Customers are critical to the success of any organization, according to Kabu and Maharjan (2017). The degree to which they are satisfied with a service or product they have purchased impacts their choice to purchase it again. In particular, firms in the hospitality industry benefit from customer satisfaction since happy consumers are more likely to return to the same hotel or restaurant if they had a positive experience. Customers' satisfaction is therefore extremely important in the hospitality sector and should be regarded one of the top management objectives in all hospitality organizations.
2.1 Problem Statement
Since covid-19 first appeared, the economy was badly impacted, not only by increased unemployment and lower pay but also by individuals exhibiting social distance, such as avoiding direct contact with others, which may have far-reaching repercussions for a variety of industry sectors. Jiang and Wen (2020) investigate the impression of guests as well as the efficacy of adopting hygiene and cleanliness in the hotel sector during the virus covid-19 attack in China in the year 2019. Furthermore, because of the threat of the covid-19 virus spreading, hygiene and cleanliness are extremely important nowadays. After government announcement the restriction and regulation, theme park resort offers the following recommendations on how operators of these venues can protect workers and visitors, as well as the surrounding communities, from the spread of coronavirus disease by 2019. Visiting amusement parks and staying at a resort near a theme park are two of the most important factors to take into this crisis.
Hygiene and cleanliness are most critical things for both hotel itself and people to more practice nowadays in pandemic covid-19 situation. Unfortunately, if both hotel and guest do not practice are good hygiene and cleanliness this virus covid-19 were be more spreaders. Theme Park hotel is more the place for family vacation or gathering, this is become more risks because the virus covid-19 were attacked young generation and decrease population in Malaysia. As a result, the researchers have decided to broaden the investigation on customer satisfaction with hygiene and cleanliness at a theme park resort in Sunway Lost World of Tambun during the pandemic of covid-19. This research paper also to educate people to practice the right hygiene and cleanliness among themselves also their surroundings.
3. Method
By conducting a systematic review and conducting field surveys, the authors used quantitative approaches in their work. The quantitative techniques employed survey questionnaires to obtain information on consumer satisfaction at the theme park resort, which was achieved through the use of hygiene and cleanliness. In order to conduct a targeted sampling of theme park hotels, information about them was obtained from their official website, social media accounts, national news, directories, and other third-party information sources (Ho, Chen and Yen, 2020). Researcher choose the Sunway Lost World of Tambun to do research is because of Lost World of Tambun is one of theme park hotel at Malaysia which is connected with researcher study to investigate a customer satisfaction toward hygiene and cleanliness at the theme park hotel.
3.1 Materials
Guest that checks in to the Lost World of Tambun hotel are diverse and unsure on a daily basis.
The total population of Malaysia is approximately 32.37 million (DOSM, 2021). The study was then select the population from a Malaysia guest that check in to the hotel to study the level of consumer knowledge, consumer attitudes and consumer perception of hygiene also cleanliness and the intention to stay at the hotel during pandemic. This research use G* Power methods to calculate the sample size.
3.1.1 Samples
For the study, a method of non-random sampling techniques is used which is respondents is selected through convenience sampling in order to search respondents who are the most available or easily selected to be included in this study. Researcher use convenience sampling in this study because of pandemic restriction make research survey hard to distribute by interview the customer. When use purposive sampling, researcher can distribute online survey questionnaire easier and faster to collect the respondent data.
The data collection was at Sunway Lost World of Tambun Hotel from March until May 2021 and the sample's target age of eighteen years old and above. As a result, the study's environment is non-contrived because it is dealing with psychological alterations (Sekaran and Bougie, 2013). According to Statista Research Department (2020), the majority of people start their first work when they are 18 years old. According to Bamforth and Geursen (2017), teenagers who started before the age of 18 frequently had employment, money, and know how to spend their money. As a result, respondents aged 18 and up were chosen as a sample to offer relevant information on a certain issue under investigation.
3.1.2 Site
Researcher choose the Sunway Lost World of Tambun to do research because of it is one of theme park hotel at Malaysia which is connected with researcher study to investigate a customer satisfaction toward hygiene and cleanliness at the theme park hotel.
3.1.3 Procedures
By conducting a systematic review and conducting field surveys, the authors used quantitative approaches in their work. The quantitative techniques employed survey questionnaires to obtain information on consumer satisfaction at the theme park resort, which was achieved through the use of hygiene and cleanliness. In order to conduct a targeted sampling of theme park hotels, information about them was obtained from their official website, social media accounts, national news, directories, and other third-party information sources (Ying et al., 2020). The objective of this study is determining the level of guest satisfaction toward hygiene and cleanliness at the theme park hotel. Following the research objective, the following questions are formulated on how does the hygiene and cleanliness affect customer satisfaction at the theme park hotel. There are two hypotheses of this study:
H1: To examine the hygiene at the theme park resort is positively related to customer satisfaction
H2: To examine the cleanliness at the theme park resort is positively related to customer satisfaction.
3.1.4 Research Framework
Proposed framework for this research is as illustrated in Figure 1. The independent variable (IV) namely hygiene and cleanliness are the causes that influence the dependent variable (DV) which is customer satisfaction.
Independent Variable (IV) Dependent Variable (DV)
H1
H2
Figure 1: Conceptual Framework
For sample size, G * Power is a program that calculates statistical power. The program can calculate the power of various statistical studies, including T-tests, Z-tests, Chi-Square tests, and accurate tests. Before estimating the sample size, the researcher must first determine the variables, which include the number of groups, the number of observations, the level of significance, the magnitude of the effect, and power (1-β). As a result, the input parameters were set as follows of effect size f 2 = 0.15, error probability = 0.05, power (1-β err prob) = 0.95, number of predictors = 2. The overall sample size was estimated and produced as 107.
The created statistical power calculator is seen in Figure 3.2. According to Hair (2010), a sample size of 200 is sufficient for examining models with five or less latent variables. Aside from that, Kish (1965) states that a sample size of 30 to 200 is enough for doing the research.
Hygiene
Cleanliness
Customer satisfaction
3.2 Measurement
A questionnaire hosted on Google Forms was used to gauge respondents' level of agreement with claims about the hygiene and cleanliness of the hotel environment and guestrooms in relation to people's wellbeing, as well as their own personal health habits. Responses were graded on a scale from 1 to 5, with 1 representing "strongly disagree" and 5 representing
"strongly agree." The questionnaire was conducted randomly among respondents who are stay in Sunway Lost World of Tambun Hotel during pandemic via an online platform through QR code and google link to answer the questionnaire.
Questions to the survey were drawn up and divided into four parts. Section A is about the demographic profile of the respondents. Section B look at the level of hygiene practice in the hotel. Section C focus on the level of cleanliness of the resort company's approach to people.
Section D concerns relating to the level of satisfaction of the client with respect to the hygiene and cleanliness of the resort. These questions were designed to ensure that samples were taken from hotel hygiene firms that could provide accurate and reliable answers.
3.3 Data Analysis
The data will be analysed through the Statistical Packages for Social Sciences (SSPS) to examine the causal relationships related to customer satisfaction for hygiene and cleanliness at the Sunway Lost World of Tambun Hotel. Reliability analysis, descriptive analysis and correlation analysis have been used in this study. The aim of the descriptive analysis is to figure out how the sample size is distributed across the participants. It is important to assess whether or not the sample collected falls within the appropriate range and whether or not the sample has an appropriate skewness. To examine the overall mean score and standard deviation for each variable, it is necessary to employ the Descriptive Method, which provides the researcher with summary statistics such as the average, median, and standard deviations, as well as the mean, median, and standard deviations for each variable (Pallant, 2005).
A linear relationship between two variables may be described in terms of degree and direction (Pallant, 2005). By using Pearson Product-Moment Correlation coefficient method, the researchers were able to establish a link between the variables Hygiene, Cleanliness, and Overall Customer Satisfaction. The Pearson product-moment correlation coefficient, often known as Pearson's correlation coefficient, is a measure of the strength and direction of the relationship that exists between two variables when examined at least on an interval scale.
Pearson correlation coefficients (r) can only have values in the range of 1 to 100, and no other values are conceivable. The sign in front of the equation indicates whether there is a positive or negative link between the two variables. In statistics, a correlation coefficient of zero indicates that there is no linear relationship between two continuous variables, whereas a correlation coefficient of one or one and a half indicates that there is a perfect linear relationship between the two continuous variables, as appropriate.
Table 1: Guideline of Strength of Correlation.
r-value Strength of correlation
r = 0.10 to 0.29 Or r = -0.10 to -0.29 weak r = 0.30 to 0.49
r = 0.50 to 1.00
Or r = -0.30 to -0.49 Or r = -0.50 to -1.00
moderate strong
3.3.1 Validity and Reliability
The reliability test help in measuring the items' bias and inaccuracy (Sekaran and Bougie, 2016). Cronbach's Alpha was utilized to assess the relationship of items connected to one another for the validity test. According to (Sekaran et. al, 2016), the dependability of the items defined as better when the outcome of Cronbach's Alpha is closest to 1.0. According to the rule of thumb, a score of 0.8 is regarded well, a score of 0.7 is regarded adequate, and a score of 0.6 is regarded poor. However, a score of less than 0.6 is deemed unsatisfactory. The questionnaire was distributed to guests who were staying in the Sunway Lost World of Tambun Hotel during pandemic covid-19 through the internet. For the actual study, a total of 200 participants were chosen from among them. There was no data that was missing. Table 2 provides a summary of the reliability test results. Overall, all variables have an alpha coefficient of more than 0.7 for Cronbach’s. These results indicate that in conducting the statistical analysis the instrument and all its dimensions were reliable and consistent.
Table 2: Reliability Test.
Variables Number of items Cronbach’s Alpha
Hygiene 4 0.815
Cleanliness Customer satisfaction
4 4
0.798 0.832
4. Results and Discussion
4.1 Demographic Profile of the Respondent
There are 200 respondents have participated in this study with is guests that stay in the Sunway Lost World of Tambun Hotel during pandemic covid-19. The questionnaire was distributed via online platform. In this section, the result of respondent in section A such as gender, age, marital status, race/ethnicity, occupation, and respondents’ monthly income will calculated.
From the data collection, it shows majority of the respondents are female with 54.5 percent (n=109), while only 45.5 percent (n=91) was male. The respondents’ gender is crucial to calculated and analyses which gender has higher percentage toward customer satisfaction on hygiene and cleanliness at theme park hotel. Then, the higher respondent age group was 36 until 45 years old which is 32.5 percent (n=65), this is because usually among this age group choose to stay in the theme park hotel because of their married and they holiday with their kids.
The second high percentage on age group is between 26 until 35 years old respondent, which is 31.5 percent (n=63). The third is respondent among 18 until 25 years old age group which is 22 percent (n=44). For the respondent age 46 until 55 years old has 12 percent (n=24) and fourth place in the respondent age group that was participated in this survey. Lastly, the lower age group among respondents is 56 years old and above, which is just two percent (n=4) who was participated in this survey.
There is 58 percent (n=116) of the respondents are married. Researcher assumed the percentage for married respondents higher because at the Sunway Lost World of Tambun hotel as known by theme park hotel, which is guest will holiday with their kids because a lot of attraction to spend their family time. Meanwhile, for respondents which single status just 42 percent (n=84).
Malay respondents were higher than other race which is 38 percent (n=76), meanwhile Chinese
(n=27) are students, 12.5 percent (n=25) were self-employed and 3 percent (n=6) was currently unemployed.
The data showed that 33 percent (n=66) of respondent monthly income is between RM2000 to RM2999 and 24.5 percent (n=49) is between RM1001 to RM1999 of respondents’ monthly income. The third higher percentage for monthly income of respondent is RM3000 and above which is 24 percent (n=48). For not employed respondents got 15 percent (n=30) and other 3.5 percent (n=7) is respondents with below RM1000 monthly income. Lastly,40.5 percent (n=81) respondents stay in at Lost World of Tambun hotel for two days and one night, 32.5 percent (n=65) staying for three days and two nights. However, only 21 percent (n=42) respondents stay above four days and 6 percent (n=12) just stay half day in the hotel.
4.2 Descriptive Analysis
The mean (M) of a data centre is the tendency of the data centre to the number that represents the overall distribution of the data. Apart from that, a single figure may be used to estimate the overall worth of a data collection if the data collection is large enough. It is a measure of the average distance between a quantity and the mean. This is how the data is spread out by the mean of the distribution. In this case, the low standard deviation is attributable to the fact that the data points are often near to the average of the data set.
A 5-point Likert scale was used to produce all of the responses related to the independent and dependent variables (1 being strongly disagree and 5 being strongly agree). Mean scores of 1.99 or less are deemed low for variables built using a 5-point Likert scale. Moderate mean scores are considered to be between 2.00 and 2.99, and high mean scores are regarded to be between 3.99 and 4.00. According to the findings, all four (4) items are highly regarded by those who took part in the research.
Table 3: Mean and Standard Deviation of Hotel Hygiene
Items Mean Standard Deviation N
HG1: The social distancing floor stickers in the hotel is follow the new normal of Standard
Operating Procedures (SOP).
4.76 .662 200
HG2: The hotel is aware about hygiene among
the staff and provide protective equipment for staff, e.g.
gloves and masks.
4.77 .422 200
HG3: The provision of accessible hand sanitizer at the hotel is acceptable
4.81 .410 200
HG4: This theme park and hotel have sign board in front door for guest to always wear
the face masks before enter
4.77 .456 200
From table 3, the highest mean for this section is that the provision of accessible hand sanitizer at the hotel is acceptable (M = 4.81, SD = 0.410). The hotel is aware about hygiene among the staff and provide protective equipment for staff (M = 4.77, SD = 0.422) and it has resulted the second highest for this section. Next, for the third highest mean for this section is this theme park and hotel have sign board in front door for guest to always wear the face masks before enter (M = 4.77, SD 0.456). Lastly, for the lowest mean for this section is the social distancing floor stickers in the hotel is follow the new normal of Standard Operating Procedures (M = 4.76, SD = 0.662).
Table 4: Mean and Standard Deviation of Hotel Cleanliness
Items Mean Standard Deviation N
HC1: The cleanliness and sanitation in my room is good
4.75 .468 200
HC2: The hotel’s room interior and equipment were well maintained and clean
4.69 .505 200
HC3: The hotel have a systematic approach to guest room cleaning
4.68 .509 200
HC4: The cleanliness in the public toilet at theme park and hotel is good
4.62 .581 200
Based on the Table 4, the highest mean for this section is that the cleanliness and sanitation in my room is good (M = 4.75, SD = 0.468). The hotel’s room interior and equipment were well maintained and clean (M = 4.69, SD = 0.505) and it has resulted the second highest for this section. Next, for the third highest mean for this section is this the hotel have a systematic approach to guest room cleaning (M = 4.68, SD 0.509). Lastly, for the lowest mean for this section is the cleanliness in the public toilet at theme park and hotel is good (M = 4.62, SD = 0.581).
Table 5: Mean and Standard Deviation of Customer Satisfaction
Items Mean Standard Deviation N
CS1: I am satisfied with the increased level of hygiene in the hotel
4.79 .436 200
CS2: I am satisfied with the increased level of hygiene in the hotel
4.68 .520 200
CS3: This theme park hotel service was beyond my expectations
4.60 .540 200
C4: I will recommend this theme park and hotel to others
4.73 .480 200
While table 5 showed the highest mean for this section is that I am satisfied with the increased level of hygiene in the hotel (M = 4.79, SD = 0.436). I will recommend this theme park and hotel to others (M = 4.73, SD = 0.480) and it has resulted the second highest for this section.
Next, for the third highest mean for this section is I am satisfied with the increased level of hygiene in the hotel (M = 4.68, SD 0.520). Lastly, for the lowest mean for this section is this theme park hotel service was beyond my expectations (M = 4.60, SD = 0.540).
4.3 Correlation Analysis
4.3.1 Hygiene and Customer Satisfaction
Table 6: Hygiene and Customer Satisfaction
Prices charge Customer satisfaction
Pearson Correlation 1 .650**
Hygiene Sig. (2-tailed) .000
N 200 200
Pearson Correlation .650** 1
Customer satisfaction Sig. (2-tailed) .000
N 202 200
**. Correlation is significant at the 0.01 level (2-tailed).
The study's initial objective was to determine the correlation between hotel hygiene and customer satisfaction. A correlation analysis was carried out on the sort of hygiene provided by Sunway Lost World of Tambun Hotel and the level of customer satisfaction at the park. The results in Table 6 revealed that hotel hygiene and customer satisfaction were mostly positively associated (r =.650, n = 200, p<0.01)). The study's one hypothesis stated that hotel hygiene has a statistically significant relationship with customer satisfaction. As a result, the null hypothesis was shown to be unsupported by statistical data in this study. As a result, hypothesis number one was accepted.
Table 7: Cleanliness and Customer Satisfaction
Prices charge Customer satisfaction
Pearson Correlation 1 .626**
Cleanliness Sig. (2-tailed) .000
N 200 200
Pearson Correlation .626** 1
Customer satisfaction Sig. (2-tailed) .000
N 202 200
**. Correlation is significant at the 0.01 level (2-tailed).
The second goal of the study was to evaluate whether there was a relationship between hotel cleanliness and customer satisfaction. An analysis of the relationship between the level of customer satisfaction at Sunway Lost World of Tambun Hotel and the form of hotel cleanliness was conducted. Customer satisfaction and hotel cleanliness were found to be largely favourably correlated ((r =.626, n = 200, p<0.01)) according to the data in Table 7. Customer satisfaction is correlated with hotel cleanliness, according to hypothesis tested in the study. This study's statistical data demonstrated that the null hypothesis did not hold up in this case. As a consequence, hypothesis number two was shown to be acceptable. In summary, there is a statistically significant correlation between the dependent variable customer satisfaction and
the independent variable hotel hygiene and cleanliness. The results that have been obtained have been accepted.
5. Conclusion
This study to explores the hotel hygiene and cleanliness towards customer satisfaction during Pandemic Covid-19 at the Sunway Lost World of Tambun Hotel. The information was acquired from the guests who were staying at the hotel throughout the pandemic. A total of 200 questionnaires were received and analysed. In order to determine the factorial validity of the measures, exploratory principal component factor analyses were performed. The Cronbach's Alpha was used to assess the internal consistency of the metrics.
Finally, the hypotheses were tested using multiple regression analysis. The results of the multiple regression analysis revealed that hypothesis 1 was completely supported and satisfied the research objective. The results of the data analysis revealed that there is a high, positive connection between hygiene and customer satisfaction, with a rho value = .650, n =200, and a p-value < .0005. As a result, the RH1 is recommended. During Covid-19, this suggested that the consumers were satisfied with the hygiene improvement, floor sticker for guest social distance, Personal Protection Equipment (PPE) such as gloves, masks, hand sanitizer, and notice board at the entrance door to provide guest information about the new norm. This conclusion was also consistent with a previous study conducted by Kong et al. (2021), which revealed that wearing a mask is a gesture and symbol for the hospitality industry that strives to make concrete a new sort of care, professionalism, safety concern, and communication. Besides that, according to Kussmann et al. (2020), implementing technological advancements that limit visitor contact with hotel personnel and improve hotel hygiene can be an effective technique for lowering health risks for hotel guests while simultaneously increasing customer satisfaction with the establishment
Giving to the RH2 hypothesis, there is a positive relationship between hotel cleanliness and customer satisfaction. In the study's findings, it was discovered that there is a strong positive relationship between cleanliness and customer satisfaction, with a rho value = .626, n = 200, and a p-value =.0005. As a result, the RH2 is the preferred choice. During Covid-19, this indicated that consumers were pleased with the improvement in cleanliness, the fact that rooms were sanitized before guests entered, and the fact that the public toilets at the hotel were clean.
Another study conducted by Chew et al. (2020) came to the same conclusion, stating that hotel rooms and surfaces should be cleansed on a regular basis. The use of disinfectants should be part of the routine cleaning of rooms, public spaces, meeting rooms, and recreational facilities.
Apart from that, according to Ho et al. (2020), cleanliness in the face of a pandemic necessitates the treatment of clean concerns with seriousness, which must be based on an understanding of how viruses are transmitted.
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