Guest Perspective of Management Performance on Budget Hotel at Shah Alam Malaysia

Abstract

In the current economic, the nation's tourism industry recorded a positive tourist arrivals growth of +4.8% for the January-May 2019 period, registering a total of 10,954,014 tourist arrivals compared to 10,454,447 in the same period last year (Tourism Malaysia). Shah Alam is part of the good destination in Malaysia, in this place more than 184 hotels ready to stay. Therefore, businesses must always consider competitive strategies in maintaining customer satisfaction in order to create customer loyalty. Consistency in quality service, Cost, Restaurant, room Design, Public Area have a significant positive correlation with Guest satisfaction. The purpose of this paper is to propose a conceptual model of the factors that influence the Guest Satisfaction of "budget hotel" in Shah Alam, Malaysia, which was built based on extensive review of journals marketing and existing theories, Descriptive and analytical research methodology is applied in this research paper. This article provides two benefits: first, the theory expands knowledge and strengthens understanding of the factors that influence Guest Satisfaction, Second, Contributions to managerial concepts, papers this is to be a resource for decision makers in maintaining the sustainability of their hotel business.