Service Quality and Guests’ Satisfaction: Evidence from Banda Hilir, Melaka

Abstract

The study investigates the challenges concerning service quality and guest satisfaction in budget hotels within Bandar Hilir, Melaka, focused on G2S Hotel. This study aims to identify the factors of service quality that contribute to guest satisfaction within the budget hotels in Bandar Hilir, Melaka and to assess the relationship between service quality and guest satisfaction within the budget hotels in Bandar Hilir, Melaka. A quantitative approach is conducted through a survey questionnaire, and convenience sampling technique was utilised. Data collection involved 233 respondents of G2S Hotel. The findings indicate statistically significant relationships between service quality dimensions and satisfaction, providing recommendations for better performance of budget hotels and enhancing the overall experience of guests.