Quality of service is the relationship between delivery and customer satisfaction. It is a strong desire to remain in the hotel business and they are doing (or exercising) great efforts on behalf of the PLA hotel. It is sometimes called the psychological connection of the person to the hotel business. This research defined four service quality criteria, concentrating only on the front office personnel, and examined the expectations and perception levels of consumers for these services. The findings of this quantitative service quality evaluation may offer insights into how consumers rank the service quality and evaluate customer happiness.
Key words: Customer perception, standard service quality, service satisfaction, SERVQUAL gap of customers, Front office employee.
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