The Effect of Hotel Services Performance Towards Guests Satisfaction During the Post-Movement Control Order (MCO) in Kelantan, Malaysia

Abstract

The purpose of this study was to investigate the relationship between customer satisfactionand service quality at a hotel during the post-movement control order (MCO) in Kelantan, Malaysia. It also emphasizes the need to comprehend customer satisfaction and how clients differentiate service delivery. Customers have changed their minds because of service or product quality concerns. This aspect indicates that the quality of service in the hotel sector is determined by the consumer. Furthermore, the three dimensions of service quality reliability, responsiveness, and service assurance) have an effect on service quality and customer satisfaction. This study investigated the relationship between service quality and customer satisfaction during the post-movement control order (MCO) in Kelantan, Malaysia.