SERVQUAL: Can It Be Used to Differentiate Guest’s Perception of Service Quality of 3 Star from a 4 Star Hotel

  •  Ng Kim-Soon    
  •  Abd Rahman    
  •  Logeswaary Visvalingam    


A 3-star and 4-star rated hotel, what do they mean? Are there significant perceived differences between the ratings? This research work investigates on what customers think of the quality of service of 3-Star and 4-Star hotel using SERVQUAL measures. In spite of the criticality of service quality, there are still misunderstanding about the perception of quality of service between the hotel and their customer, where research has shown that many service organizations develop their own perception of customer needs. The respondents for this study were the customers of the 3 and 4 stars hotels. Data were collected through a self-administered survey SERVQUAL questionnaire distributed to the respondents based on convenient random sampling method. Data were then analyzed statistically using the linear regression and independent t-Test from the SPSS package to determine how service quality is related to hotel guest’s satisfaction, and the differences between 3-Star and 4-Star hotel respectively. Practical business strategy implications of this study are highlighted.

This work is licensed under a Creative Commons Attribution 4.0 License.
  • Issn(Print): 1913-9004
  • Issn(Onlne): 1913-9012
  • Started: 2008
  • Frequency: monthly

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