THE IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION IN FOUR- OR FIVE-STARS HOTEL IN KLANG VALLEY

Publication Date : 31/05/2020


Author(s) :

LOO YI CHENG & NORMALA S. GOVINDARAJO.


Volume/Issue :
Volume 5
,
Issue 2
(05 - 2020)



Abstract :

Recently, competition from other hospitable competitors is gradually intensifying in hospitality industry in Malaysia. It is important for a hotel operation concentrate on service quality enhancement among their hotels so the customer will have the higher customer satisfaction and having the intention to revisit the hotel in long term regardless the external factors that might lead them to change to other hotels. The main purpose of the research is to analyze the impact of service quality on customer satisfaction in four or five-star hotel in Klang Valley. The researcher had conducted convenience sampling and collected 92 respondents that stayed before at four- or five-stars hotel in Klang Valley. Self-administered questionnaire comprises of two major sections was distributed to the respondents in seven and five point Likert scale. Besides, the researcher uses quantitative research method and deductive research approach to conduct the whole research. For result analysis, the researcher uses different techniques to analyze the findings such as descriptive analysis on demographic information, normality test on dependent variable, reliability and validity analysis on instrumentation, correlation and regression analysis. After that, the research found that factors such as tangibility, assurance and reliability would influence the customer satisfaction significantly in hotels in Klang Valley. Lastly, this research could help the tourism industry in Malaysia and the managerial section to learn more about hotel industry, consumer experience and expectation in Malaysia, as well as to understand which factors are more important to improve their customer satisfaction.


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