SERVICE QUALITY AND CUSTOMER SATISFACTION AT INTERNATIONAL HOTELS IN KUALA LUMPUR

Nowadays, service quality plays an important role to ensure that the customers are satisfied. Thus, hotel management must ensure their service is in top notch and use it a competitive advantage to help them facilitate their hotel in the market The main objective of this research, therefore, is to see the relationship between service qualities attributes which includes its five (5) dimension namely Reliability, Responsiveness, Empathy, Assurance and Tangible with customer satisfaction in international hotel in Kuala Lumpur, Malaysia. The prominent service quality model "SERVQUAL" is used in this research in order to understand the concept of service quality and customer satisfaction deeper and data collection as well. Hence, data were collected from 150 guests of international Hotels located in area of Kuala Lumpur, and a set of self-administered questionnaire was used. Data were analysed using SPSS version 24. This study looked into descriptive analysis, reliability analysis and Pearson correlation to test the hypothesis. The result shows that there is a significant relationship between service quality practice and customer satisfaction in international hotel. This research also contributes to the existing body of knowledge in the field of academics and findings are expected to provide guidelines for enhance service quality level in order to ensure customers 'satisfaction of the international hotels in Malaysia. (C) 2020 Published by European Publisher.