Service Quality That Affects Customers Satisfaction at Spas in Kota Bharu, Kelantan

Abstract

This study is aims to examine the service quality that affects customers satisfaction in Spas at Kota Bharu. A facility sampling approach was used, and 384 respondents were evaluated. The collected data is analysed using Statistical Packages for Social Science Version 26 (SPSS Version 26) software based on frequency analysis, descriptive statistics, reliability analysis, and correlation analysis. As a result, all independent variables (the relationship of tangible dimension in service quality, relationship between responsiveness dimension in service quality and relationship between empathy dimension in service quality) have a significant relationship to dependent variables (customers satisfaction) among customers who have experienced with service at Spas at Kota Bharu.