Budget Hotels’ Online Guest Reviews Regarding Customer Satisfaction

The tourism industry is an industry that uses services as its products, yet the services themselves are intangible. There are many different aspects to the tourism industry and one of them is accommodation, which includes hotels. Most hotels face similar issues in their operations and business, and technology is one way to listen and respond to complaints from guests. Technology has helped many industries to grow and flourish in the modern age. The tourism industry is one of the industries that relies heavily on technology. Hotels use technology for reservations, payments, room smartcards, taking orders at restaurants, and many other things. Travel search engines are the main reference for guests, other than the official website of the hotel. This paper aims to study the factors and level of customer satisfaction in a budget hotel in Shah Alam, Selangor Darul Ehsan, Malaysia, based on guests’ online reviews. This research was conducted by analysing the secondary data gathered from booking websites. Using the data selected from the travel search engine, it is hoped that the findings can measure the level of customer satisfaction at this budget hotel and provide methods of improvement for future business operations.