Service quality in the hospitality industry becomes one of the most important factors for gaining a sustainable competitive advantage and customers’ confidence in the highly competitive marketplace, and therefore service quality can give the hospitality industry a great chance to create competitive differentiation for organizations.

A successful hotel delivers excellent quality service to customers, and service quality is considered the life of the hotel.

Happy customers are loyal customers. Not only is it important for we to provide stellar service, but awesome products as well.

The most important concept of customer satisfaction is accepted all around the world is the expectancy disconfirmation theory. This theory was presented by Oliver, he said that satisfaction stage is the resultant of the distinction between anticipated and supposed performance.