Hotel Service Quality: The Relationship of Responsiveness, Reliability, and Tangibility on Customer Satisfaction in 4-Star Hotels in Kuala Lumpur, Malaysia

Abstract

Despite the growth of 4-star hotels in Kuala Lumpur, shifting customer preferences and trends have led to a lack of understanding of how service quality significantly influences customer satisfaction in this segment. This interval can lead to inadequate service strategies and negatively impact hotel competitiveness. Therefore, this study aims to examine a significant relationship of specific service-quality dimensions on customer satisfaction in the 4-star hotels in Kuala Lumpur. Nevertheless, this study specifically focuses on Responsiveness, Reliability, and Tangibility as the key variables. An online questionnaire has been adopted and disseminated to the respective respondents who have stayed in or visited a 4-star hotel in Kuala Lumpur. The SPSS Version-27 software has been used to tabulate a total of 401 collected responses. Findings show a significant, positive correlation from all the three service-quality dimensions with Reliability as the most significant dimension that associates with Customer Satisfaction. These findings suggest that customers are most satisfied when they experience reliable and professional service from the staff, who consistently deliver on promises, handle problems effectively, adhere to schedules, and ensure the confidentiality of customer data. Insights from this study could provide valuable information, especially to hospitality businesses, in offering a deeper understanding of service quality and how to consistently enhance the services they offer.