Factors Affecting Customer Satisfaction Among Local Tourists Towards 3-Star Hotels in Kuala Lumpur

Abstract

In today’s fast-paced world, the hospitality industry works hard to provide excellent service to ensure customer satisfaction. However, a study on customer reviews from booking platforms like Agoda.com and Booking.com reveals that many guests are dissatisfied with the service quality at a three-star hotel in Kuala Lumpur. Guests often mention that poor service from hotel staff makes them unlikely to return. While guests value genuine solutions to their problems, it's essential for hotel staff to have strong problem-solving skills to manage satisfaction effectively. This study aims to identify the factors affecting customer satisfaction by examining both positive and negative feedback. It also highlights that complaints can take many forms and stresses the importance of identifying specific areas or behaviours that may lead to poor service in a three-star hotel.