According to Min, Min, and Chung (2002), cleanliness of a guest
room is the most significant feature in forming perceptions of hotel
service quality; as well as courtesy of employees, quietness of a
guest room, handling of complainants and the level of comfort of
bedding. Compared to Min and Min (1996), the level of importance
of the cleanliness stayed the same, while the level of importance of
courtesy of employees and handling of complaints declined
dramatically. Either way, improving employee performance and
enhancing the level of customer satisfaction in hotel industry is
crucial.