A study on service quality of a guest room in mega hotel: A perspective from guest / Steven Michael Ngau

The purpose of this study was actually to assess the guests' perception and expectation towards the service quality of guest rooms in Mega Hotel, Miri. Here, the researcher will
able to identify and measure the needs of guests regarding the service quality of guest 11 room. Beside that, the researcher will identify how far the gaps of the perceptions and expectations of guests towards the service quality of the room provided by the hotel. The guests might expect and perceive differently since there are a lot of customers staying in the hotel and their thinking about the service quality of the rooms are totally different too. Some of them might think the service quality of the rooms are satisfying for them, some of them might think the rooms are dissatisfying them and the others undecided the
statement at all. The management also should understand the perception process and factors affecting towards that perception. The research done in this study is very important for the researcher in examining and analyzing the perception and expectation not evens from the guest but also from the public. The response gathered from the completed answered of questionnaires from respondents are analyzed and the results of the findings are examined to know what are the current level of public perception towards Mega Hotel. It is important to conduct this
research because perception on service quality is the most important factor in determining long-term customer loyalty and profitability.