[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?
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 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
Bibliography

Journal of Service marketing, Vol-5 2007

http://www.businessmonitor.com

By:
1. SHINDE AMEET NARAYAN
2. AMRESH MISHRA