Service quality dimensions and customers’ satisfaction in hotel industry / Nurul Shazwanis Mohamad Yusoff

Customer satisfaction is crucial and important in every sector including in hotel industry as it was one of the reasons that contribute to the successfill of the business. The purpose of this study is to determine the service quality (SERVQUAL) and customers' satisfaction in hotel industry. The objective of this study is to identify the dimensions of SERVQUAL and to discuss the most influence dimension influencing customers’ satisfaction. This study uses secondary data and an argumentative method which by looking at the journals and articles from previous researchers and academicians. At the end of this study, tangible is the most influence dimensions in influencing customers satisfaction among others SERVQUAL which is reliability, responsiveness, assurance and empathy. The hotel industry will get to improve their service quality more and the academicians get to gain more information regarding the SERVQUAL and customers’ satisfaction.