Customer perception of Service Quality in Five star hotels: A study in Klang Valley, Malaysia

Abstract

The number of tourists visit to Klang Valley is increasing and Kuala Lumpur is ranked as 10th most visited city in the world with estimated 12.3 million visitors in year 2017. The increasing amount of tourists is creating a business opportunities for hotel industry and the demand of 5-star hotels are increasing because travellers can save money on budget airlines and have extra budget to spend on high end accommodation. Service quality is the key success in hotel business and the performance will influence customers’ perception of value. There are many researchers been done in studying customers’ perception of 5-stars’ hotel value in global but there are limited study in the Klang Valley, Malaysia. Therefore, this research is narrow down the gap of literature by using SERVQUAL to find out the significance relationship between service quality and customers’ perception of value in the context of Klang Valley, Malaysia. The literature review is assisting the research to find out the relevant literatures that relate to this study and provided appropriate measurement models for the research variables. The descriptive correlation design is applied as the research method and non-probability convenient sampling was distributed among friends and family to complete the data collection. The collected data is used for statistical test to ensure the reliability, validity and accuracy of the research.