Service quality and customer satisfaction at the Katerina Hotel

The aim of this study is to assess service quality dimensions towards customer satisfaction of guests in the Katerina Hotel, Batu Pahat. The identification of the service-quality attributes that are most valued by customers, and an accurate assessment of their relative importance, is required for any effective deployment of resources. The study should help hotel management to identify features that need attention to meet hotel guests' satisfaction. The main elements have been chose which is service quality dimensions; reliability, responsiveness, assurance, empathy and tangible that contribute to the customer satisfaction who have experience stay in the hotel. These main elements were chosen to apply a survey and interview technique to accumulate information for analysis using SPSS version 14.0. This article is organized as follows: first we review prior theory and research relevant to service quality and the level of service quality dimensions effects the customer satisfaction. This research also develops hypotheses to describe the proposed interrelations between variables. Then this research describes the method and presents the results from the field study of hospitality. Then research would be concluded by discussing the findings and implications of the research program.