A study on customer perception and satisfaction towards service quality provided at Guoman Resort Port Dickson

This research paper is focusing on customer perception and satisfaction on service quality provided at Guoman Resort Port Dickson. The objective of the study is to determine the important factors used by the customers in choosing the hotel and resort and to identify the level of customers’ perception and satisfaction towards the service quality provided. Further more researcher want to identify the areas, which the delivery of the services provided by the resort can be improved. In the literature review, researcher examined the definition of the perception, customer satisfaction, service qualify and employees, which relate in this study and give a clear view of the overall research. Beside that, researcher explained the component of service quality which consist the service reliability, responsiveness, assurance, tangibles and empathy as a guidance to measure the customers perception and satisfaction towards the service quality provided at Guoman Resort Port Dickson. For this study, researcher collected primary and secondary data. The target populations for this study are among local and foreign tourist that comes to Guoman Resort Port Dickson. SPSS (Statistical Packages for Social Science) program was used to analyze the questionnaires based on descriptive analysis. From the findings, researcher has identified the important factors used by customers in choosing the hotel and resort. Researchers also