The relationship between service quality and customer satisfaction at Renaissance Kota Bharu Hotel / Siti Nur Awanis Rahim

The relationship between service quality and customer satisfaction has received considerable academic attention in the past few years . This research investigates the relationship between service quality and customer satisfaction toward hospitality industry. Therefore the data will be collected among customers or guest who used the service provided by hotel in Kota Bharu. The instrument that will be used is a set of questionnaires and will be distributed to the respondents who used the service at the hotel. The result indicates that service quality significantly impact on customer satisfaction either customer satisfied or not with the service provided. Negatively, poor service quality will lead customers to spread negative word of mouth about dissatisfaction and if the problem successfully solved, customers will spread positive word of mouth to others and it reduced possibility of customers churn to other competitors. Hence, this study can be used by hospitality industry to develop successfully strategic service quality to enhance customer satisfaction for hotel industries