Customer Satisfaction in Hotel Cinta Sayang Resort, Sungai Petani, Kedah, Malaysia : A Quantitative Approach

Abstract

Hotel guest satisfaction has increased to a high record, while the number of guests experiencing problems during their stay has decreased significantly. This study attempts to examine customer satisfaction in the hotel industry among customers at Sungai Petani Hotel Cinta Sayang Resort in the state of Kedah, Malaysia using a quantitative approach. This study examines the relationship between tangibility, reliability, responsiveness, confidence and communication with customer satisfaction. By using a questionnaire method, this study reveals that tangibility, reliability, responsiveness, confidence and communication have a significant influence on satisfaction. This study recommends more explorations in the area of the hotel industry using a quantitative approach and future studies should focus on internal or psychological factors that might influence customer satisfaction.