Customer satisfaction with housekeeping services: evidence from four-star hotels in Desaru, Malaysia

This study examines the influence of cleanliness, physical facilities, and room décor on customer satisfaction with housekeeping services in four-star hotels in Desaru, Malaysia. Guided by the Service Quality Theory and Expectancy–Disconfirmation Theory, a quantitative cross-sectional survey was conducted with 365 guests using validated hospitality research instruments. Data were analysed using descriptive statistics, Pearson correlation, and multiple regression. Results show that all three factors significantly and positively affect guest satisfaction, with cleanliness having the most decisive influence, followed by physical facilities and room décor. The model explained 66.9% of the variance in satisfaction, underscoring the strategic role of housekeeping in shaping guest perceptions, loyalty, and online reputation. The findings provide hotel managers with practical insights for enhancing hygiene, facility maintenance, and aesthetic appeal to meet evolving guest expectations, strengthen brand image, and support sustainable tourism growth in regional destinations.