The article I found that relates to the book for this week's reading was a measurement of satisfaction in Malaysian hotels. The hotel guests' perceptions of service quality provided by the hotel industry were lower than their expectations. The lowest expectations and perceptions were given by Malaysian hotel guests towards the hotels in Malaysia. Between Malaysian hotel guests and hotel guests from other Asian countries, there was no significant difference in the overall satisfaction levels for the sample as a whole. The concept of service quality has been the subject of many research studies in variety of service industries; even the research attention towards hospitality industry has been growing. As mentioned by Camison (1996), poorness or non-existence of customer satisfaction measuring systems could cause the hotel companies to be lacking in market orientation. Attributes of the service and product that add value for the customer and increase his or her satisfaction might be unknown and that gives no guide to the hotel operators for improvement projects.
Measuring service quality and customer satisfaction of the hotels in Malaysia: Malaysian, Asian and non-Asian hotel guests.
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