Journal of Tourism & Hospitality
Open Access

Abstract

Critical Success Factors and Customer Satisfaction in Budget Hotels: A Case Study from Malaysia

Albattat Ahmad, Nur Amira Idris and Yasmin Amirah Ibrahim

The contribution of tourism sector to the economic development is pretty significant in Malaysia. Budget hotels play an important role in the tourism industry. Budget hotel is defined as a small hotel that is financed by one individual or small group of individuals, and often managed by the owner or operations managers. This study identifies the nature of critical success factors (CSFs) of budget hotel operations and development from the perspectives of the customers. The study utilized a questionnaire survey in ascertaining the relevance and importance of a range of critical factors. A total of 150 questionnaires were distributed to the customers of budget hotels in Section 7, Shah Alam.