Visitor satisfaction with five star hotel, Genting Highlands, Pahang

Xingchao, Zhang (2024) Visitor satisfaction with five star hotel, Genting Highlands, Pahang. [Project Paper] (Submitted)

Text FPAS 2024 69.pdf Download (2MB)

Abstract

This research explores customer satisfaction in five-star hotels, specifically examining Crockfords Hotel in Genting Highland, Malaysia. The study investigates satisfaction differences among various income groups using questionnaires and online reviews，on 100 randomly selected participants and 50 random online reviews The Malaysian tourism industry, particularly the hospitality sector, significantly contributes to the economy, with Genting Highland being a prime tourist destination due to its natural landscape and superior hotel facilities. Crockfords Hotel, renowned for its five consecutive Forbes Travel Guide five-star ratings, serves as the study's focal point. The research indicated that customer satisfaction in hotels was shaped by the gap between guests' expectations and actual experiences. Findings revealed varying satisfaction levels among different income groups. Middle and high-income groups displayed higher satisfaction, followed by low-income groups, while ultra-high-income groups were least satisfied. These differences were attributed to varying expectations and perceived values of hotel services. Middle and high-income groups prefered cost-effective services, whereas high-income guests seek personalized, upscale services. Cultural backgrounds and personal preferences also influence satisfaction levels. The study underscores the need for understanding and catering to the diverse needs of different income groups to enhance service quality and customer satisfaction in hotels. It suggests that Genting Hotels adopt segmented, personalized service strategies to meet these varied needs, thereby improving their market position and customer loyalty. This research offers practical insights for hotel management to enhance customer experience and contributes to developing service standards in the hospitality industry.

Item Type:	Project Paper
Faculty:	Fakulti Perhutanan dan Alam Sekitar
Depositing User:	Ms. ROHANA ALIAS
Date Deposited:	06 Jun 2024 23:26
Last Modified:	06 Aug 2024 01:41
URI:	http://psaspb.upm.edu.my/id/eprint/1905

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