Surabaya Plaza Hotel (SPH) is very well accepted by its present clientele, but nonetheless the
guests have a few factors of complaint. The overall image of SPH is highly positive. SPH also provides
superior quality and services. Providing the guests with satisfactory services and experiences is a key to
success in the hotel industry. In order to reach a supreme level of customer satisfaction, the guests' opinions
and ideas should be employed on ongoing processes of total quality management.