Service Quality Dimension and Customer Satisfaction: An Empirical Study in the Malaysian Hotel Industry

The purpose of this study is to examine the relationship between the service quality dimension and customer satisfaction in the Malaysian hotel industry. A nonprobability sampling technique with a convenient sampling approach has been used in this study. Respondents have been restricted to those who have the experience of staying in hotels in Malaysia. The majority of the hotel customers were satisfied with the overall quality of the service provided by their hotels. The findings suggest that service quality dimension makes a significant contribution to the prediction of customer satisfaction.