A Study on the Relationship between Customer Satisfaction and Employee Service Delivery at Sutera Sanctuary Lodges’s Front Office Department at Kinabalu Park, Kundasang, Sabah, Malaysia

A positive correlation exists between customer satisfaction and employee service delivery at Sutera Sanctuary Lodges, a three-orchid-rated establishment within Kinabalu Park, Sabah, Malaysia. The study highlights that while overall service quality meets expectations, specific areas such as anticipating guest needs, check-in efficiency, welcoming behavior, courtesy, helpfulness, and staff grooming fall short by 1% to 11%. These gaps, particularly in English language proficiency and knowledge/skills, threaten the lodge's reputation for high standards. The research employed surveys to assess front office staff performance, revealing critical insights for maintaining service excellence in this UNESCO World Heritage Site context.

Alaska, A. K., & Supain, C. C. (2014). A Study on the Relationship between Customer Satisfaction and Employee Service Delivery at Sutera Sanctuary Lodges’s Front Office Department at Kinabalu Park, Kundasang, Sabah, Malaysia. SHS Web of Conferences, 12, 1079. https://doi.org/10.1051/shsconf/20141201079