Academic Presentaion

2. [Redefined] Measures service quality on
five dimension: RATER Model
Reliability
Ability to perform the promised
service dependably and accurately
Q) 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?

3. Tangibles
Appearance of physical facilities, equipment, personnel, and
communication materials
Q) Are staff dressed appropriately?

4. 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?

6. 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

7. 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.)

8. 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 )

9. Hotel Guest Satisfaction: A study in Sibu

10. 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)

11. Objective Of the Study
Study is primarily focused on the “Examining the level of
satisfaction from the hotel Guests in terms of Service Quality
associated with star rated hotels
In Order to survive in this growing Industry, Hotel must be
able to deliver service that will result in customer’s
satisfaction. It Must be of a quality that is higher than the
expected; Otherwise result will be probably dissatisfied
customers

15. Bibliography
Journal of Service marketing, Vol-5 2007
http://www.businessmonitor.com
By:
1. SHINDE AMEET NARAYAN
2. AMRESH MISHRA