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

Although quality customer services increasingly became the phenomenon topic among the researchers, few researches have been done regarding the hospitality industry in Malaysia. The objectives of this study were to identify factors that contributing to quality customer service and to determine the relationship between factors that contributing to quality customer service and customer satisfaction. The study were conducted to identify which among five factors that more related to customer satisfaction. The first factor were Total Quality Management, the second factor were Management Strategies, the third were Frontline Assistance, the forth were Employees Knowledge, Skills and Abilities, and the last factor were Customer Expectation. 150 of questionnaires were distributed to Dewan Bandaraya Kuching Utara (DBKU) and answered by the employees who received the services from Riverside Majestic Hotel, Kuching Sarawak. The results revealed that among the five factors, the most related to customer satisfaction were Employees Knowledge, Skills and Abilities, and the least were Frontline Assistance.