Factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru / Nurul Amanina Sulaiman

The purpose of this research is to study the factors influencing customer’s satisfaction towards 5-star hotel services in Johor Bahru. While service quality is considered as an important factor on generating customer satisfaction and repurchase intention. Methodology – The SERVQUAL Model developed by Parasuraman, Zeithaml and Berry (1988) was used in order to gather information data and to asses the variables of the study. It consists of a structured questionnaire used through google form. The questionnaire used Likert scale to collect hotel guest perception on service quality and customer satisfaction. The sample is composed of individual who stayed at 5-star hotels in Johor Bahru. Findings – The results of the statistical analysis of the collected data show the significant factors that influence customer’s satisfaction towards 5-star hotel services in Johor Bahru