Study of measurement service quality with SERVQUAL Model: an empirical study of three tills Five Star Hotel Industry in Kota Bharu, Kelantan.

Service quality and customer satisfaction in hotel industry is an important factor of successful business now days. Research has shown that high service quality will contributes significantly to customer satisfaction. These studies try to reveal the relationship between hotel services quality management and service quality performance for a sample of guest hotel of 3 to 5 star hotel industry at Kota Bharu, Kelantan. The concept and the conceptual of service quality s indispensable if we wish to understand the genesis of service quality and potentials gaps in quality. SERVQUAL model has been use to encompass various aspect of service quality. The aim of this study is to show the importance of service quality in hotel industry and to describe the criteria for measuring service quality. This research also aim to obtain the information about the quality parameter of services that provide by hotel industry in Kota Bharu, Kelantan and to find out either the parameter rate are as per the expectation of the customer or guest hotel.