Description

This research focused on factors that impact customer satisfaction in relation with occupancy rate. It examined the three possible factors affect customer satisfaction that is service quality, price fairness and atmosphere. This study is important for hospitality establishments as it provides an overall idea of the importance of customer satisfaction towards occupancy rate because some establishments have not yet discovered their competitive advantages over other establishments in the same standard quality. The results that are aimed by the researcher was gained by distributing questionnaires only focusing to respondents that have stayed in Sunway Resort Hotel & Spa, because the researcher have chosen this particular hotel to be studied in this research. This work has contributed to new knowledge in hospitality industry, especially in customer satisfaction study, as it proved by the results that there is relationship between the factors of customer satisfaction and occupancy rate.