The relationship between service quality and customer satisfaction in hotel industry: EDC Hotel, UUM

The purpose of this study is to empirically examine the relationship between service quality and customer satisfaction in EDC Hotel, UUM. In recent years, the management of the hotel is obliged to provide services that meet customer satisfaction in their performance.Through the study of problem statement encountered in the hotel industry, it appear that problem occur is reliability, tangible, assurance, empathy and responsiveness. The main objective was to discuss the impact of perceived service quality dimension on customer satisfaction.The study implies that service quality plays an important role as a driver for higher customer satisfaction level in hotel sector. Among variables involved in this study are service quality dimension (included tangibility, reliability, assurance, empathy and responsiveness), customer expectation and customer perceptions.Besides using a survey to gather customer perceptions, this research also employs key personnel perspectives into the analysis. It is expected that the findings could contribute towards greater understanding in view of hotel industry.This research is also expected to provide good insights on managerial applications.