Gender Differences among Hotel Guest towards Dissatisfaction with Hotel Services in Kuala Lumpur

摘要

Delivering a quality service to consumer is one of the important goals of every organization because it will lead to consumer loyalty. However if a service failure occur finding the source of the dissatisfaction is important in order for the service provider to make improvement or remedy. This study aims to identify the gender differences between male and female in dissatisfaction towards hotel services in Kuala Lumpur. Total of 400 respondents were selected from 20 hotels located in Kuala Lumpur. The respondents' selection was based on those who have encountered any dissatisfaction with the hotel that they stayed. They consisted of 54.5 percent female with an average age of 29.9 years old and majority of the respondents had tertiary education level. The result indicates that demographically, male reports greater dissatisfaction than female.