Study on customer satisfaction towards service quality of front staff at Selesa Hotel in Pasir Gudang, Johor / Napsiah Ja’afar and Nor Aen Salam

The research attempts to explain the role of service quality in creation of satisfactory guest experience in the Selesa Hotel in Pasir Gudang, Johor. The opinions of the hotel guests were sought for assessing the perception of the guests in five primary dimensions of service quality. The role of standard operation procedure in the front office was also assessed and its connections to service quality, business excellence and customer satisfaction were identified. The research found that majority of the hotel customers was satisfied with the indicators of service quality dimensions of tangibility, responsiveness, reliability, assurance, and empathy. However there were different ranks of guests’ satisfaction among various nationalities as well as different rate of satisfaction for the hotel. Specific applicable suggestions were at last represented in the context of service quality of hotel front offices.