Customer Satisfaction towards Hotel Industry in Malaysia: A Systematic Review of Pre-Covid19 Era

Abstract

Customer satisfaction is a significant segment in the tourism and hospitality sector which resulted in increased attention to studies being conducted in all pillars of tourism including in the accommodation sector. This study aims to present the state of academic research in customer satisfaction attributes in the Malaysian hotel during the pre-Covid era. To achieve this aim, the objectives of this study are to provide a systematic review of the literature published on consumer satisfaction towards the hotel industry in Malaysia. A systematic literature review is conducted, and in a total of 17 key journal articles in the Scopus database up from 2000 until 2019, 20-years period taken into consideration, in which the review protocol proposed in this study makes use of specific techniques such as PRISMA, applied thematic analysis and bibliographic documentary review. The findings reveal that the staff prompt and courtesy of front desk attributes are frequently examined by researchers, followed by comfort and value for room attributes, accessibility of the facilities at the hotel and a variety of food and beverages were the important attributes for the customer satisfaction towards Malaysian hotel industry. The theoretical contribution of this study includes the presentation of a systematic review of the literature, different research approaches and perspectives on customer satisfaction towards the hotel industry, through which it helps to enrich knowledge in the area of hotel attributes on customer satisfaction in the hotel business.