Determinants that contributing to quality customer service and customer satisfaction at Riverside Majestic Hotel Kuching, Sarawak

The hotel industry contributes significantly to economic development especially in Malaysia. However, they play important roles to meeting and exceeding their customer expectation through high quality service in order to ensure that custdmer satisfaction which is the bedrock of any business. The study investigates the determinants that contributing to quality customer service and customer satisfaction, a five-star hotel; Riverside Majestic Hotel which was located at Kuching, Sarawak. 150 customers were purposively selected from North Kuching City Hall (DBKU) who were already received the services from Riverside Majestic Hotel which was in order to reach their experience throughout visiting the hotel. By use of conceptual framework and survey questionnaires that listed all the five variables which mainly content total quality management, management strategies, frontline assistance, employee knowledge, skills and abilities (KSA’s) and customer expectation these assumed that all the determinants expected to have a relationship with customer satisfaction.