[Redefined] Measures service quality on five dimension: RATER Model

Reliability�Ability to perform the promised service dependably and accuratelyQ) Is service performed on time?

Assurance

�knowledge and courtesy of employees and their ability to convey trust and confidence

Q) Does the organization guarantee its services?

Tangibles

�Appearance of physical facilities, equipment, personnel, and communication materials

Q) Are staff dressed appropriately?

Empathy

�The caring, individualized attention the firm provides its customers

Responsiveness

�Willingness to help customers and provide prompt service

Q) Are staff willing to answer client questions?

�A country consisting of thirteen states and three federal territories in Southeast Asia with a total landmass of 329,847 square kilometers (127,355 sq mi) with a total population of 27.7 Mn

�Gross domestic product for 2007 was estimated to be $357.9 billion with a growth rate of 6.3% (2007)

�Agriculture: 8.6%, Industry: 47.8%, Services: 43.6% (2007 est.)

Travel & Tourism Sector ?

�Travel & Tourism Sector is a major contributor of Malaysian Economy after Manufacturing and Agriculture (Department of Statistics, 2006)

�Travel & Tourism Sector is growing by a phenomenal rate of 23.9% in recent years (http://www.businessmonitor.com)

�Tourism Is expected to grow and out perform the Manufacturing sector (Journal of Service marketing, Vol-5 2007)

�During Seventh Malaysian Plan, International investors poured RM18.2 bn (Economic planning unit, 2006)

(www.epu.jpm.my )

Hotel Guest Satisfaction: A study in Sibu

Hotel Guest Satisfaction: A study in Sibu

�Presently Five-Star rated, seven medium class and 15 budget hotels in total 27

�An effective Gateway of some of the most lush and mystical Borneo and Central Sarawak

�With the presence of various indigenous tribes and Scenic attractions along the mighty Rejang river, Longest in Malaysia

�Hosting of some important calendar events as Closing Ceremony of the National Pesta Air 2005 in May and Borneo Cultural festival in July 2005,which is gaining popularity (Sibu municipal Council,2005)

Objective Of the Study

�Study is primarily focused on the “Examining the level ofsatisfaction from the hotel Guests in terms of Service Qualityassociated with star rated hotels

�In Orderto survivein this growingIndustry,Hotel mustbe�In Orderto survivein this growingIndustry,Hotel mustbeable to deliver service that will result in customer’ssatisfaction. It Must be of a quality that is higher than theexpected; Otherwise result will be probably dissatisfiedcustomers

Bibliography

Journal of Service marketing, Vol-5 2007

http://www.businessmonitor.com

By:1. SHINDE AMEET NARAYAN

2. AMRESH MISHRA