Quality service for customer satisfaction in sector hotel at Melaka

Basman, Muhammad Syahmie (2022) Quality service for customer satisfaction in sector hotel at Melaka. Project Report. Melaka, Malaysia, Universiti Teknikal Malaysia Melaka. (Submitted)

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Abstract

This research aims to examine the relationship between hotel customer happiness and service quality. In addition, it describes the relevance of comprehending customer happiness and how clients differentiate service delivery. Customers have altered their purchasing decisions based on the service or product quality. This indicates that the consumer determines the service quality in the hotel sector. In addition, the five dimensions of service quality (empathy, reliability, tangibles, responsiveness, and assurance) influence service quality and customer satisfaction. This study examined experimentally the relationship between hotel service quality and customer happiness in Melaka, Malaysia. The investigation utilized quantitative descriptive research. Questionnaires were utilized to obtain information. The study also includes pertinent recommendations comparable to the research problem's results. The evaluation of the results indicates that responsiveness, empathy, tangible, assurance, and reliability have a substantial impact on client satisfaction, hence influencing the character of the services offered. This study demonstrates a strong relationship between service quality, the five dimensions, and customer happiness.

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