A study on the level of customer satisfaction towards services provided by Perkasa Hotel Keningau / Bibiana Flora Stephen

The aim of this study is to analyse the relationships between four variables: customer perception towards hotel employees' performance: the perceived quality of hotel services; the customer satisfaction level towards services delivered by Perkasa Hotel Keningau and the criteria of services sought by hotel guests. According to Philip Kotler, Customer satisfaction depends on a product's/service's perceived performance in delivering value relative to a buyer's expectations. If performance exceeds expectations, the buyer/user is delighted and that will certainly a worthy goal of the marketing company. David L. Kurtz/Kenneth E.Clow (1998) supported the fact that these customers will return and will tell others about the fantastic service they received. A questionnaire was designed to elicit the guests' profiles, their satisfaction with the services and facilities provided by Perkasa Hotel Keningau. About 170 questionnaires were completed by the hotel guests representing the local and foreign tourists. The analyzed data and dissemination of information were beneficial for assisting the management in decision making related to the identification of problems or opportunities in identified through the study.