| Summary: | This study is attempts to examine guest perception on service quality in hotel industry in Malaysia. A self-administered questionnaire was created and 127 responses were gathered for further analysis. The data was analysed by using Cronbach’s Alpha for reliability test, together with the descriptive statistics of frequencies, mean scores, and standard deviation. Findings revealed that tangibility aspect is very im-portant to influence the level of customer perception on service quality. Tangibility dimension include physical aspect such as, professionalism and neatness of personnel and also the physical appearance of the hotel (Parasuraman et al., 1991; Sriyam, 2010).
|
|---|