The factors that afecting customer satisfaction towards in hotel kota bharu, kelantan

• Main Authors: Hamisan Mufti, Kommathi Chandran, Mohd Sobri Mohammed Ali, Muhammad Hazim Hamisan
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2023
• Online Access: http://discol.umk.edu.my/id/eprint/13959/1/H34.pdf; http://discol.umk.edu.my/id/eprint/13959/

Hospitality is a broad phrase that encompasses a wide range of companies, including restaurants, hotels, resorts, and casinos. Individual hoteliers must discover ways to differentiate their products and services in a highly competitive hotel sector. The primary goal of this study was to look into service quality and customer satisfaction in the hospitality business.The hospitality industry is a multibillion-dollar industry that encompasses many different activities, the most important of which are hotel operations, tourism services, event planning, and transportation. This is a rapidly growing industry where the primary concerns are service quality and client satisfaction. No hospitality business property will thrive unless it is focused towards its clients, precisely to meet their demands, requirements, and expectations in order to boost the company's image. The hotel industry has distinct issues since the nature of service differs from that of a commodity. A large group of professions within the service sector known as "hospitality" includes housing, food and beverage service, event planning, theme parks, travel, and tourism. It consists of hotels, travel businesses, eateries, and pubs. Since the time of the biblical innkeepers and tavernkeepers, hospitality has been one of the oldest professions. Contrarily, tourism is a more recent concept that has its roots in Europe, with Switzerland being one of the first nations to provide dedicated accommodations and traveller services. Keywords: hospitality, service quality, satisfaction, tangible, realibility, responsiveness