International Science Community Association Research Journal of Management Sciences 2319-1171 9 1 2020 01 6 Six-sigma methodology: its role in measuring and improving customer satisfaction at Alnoran Hotel, Libya 19 29 EN Tanzila Azad 1 Department of Mechanical and Production Engineering, Ahsanullah University of Science and Technology, Dhaka, Bangladesh Amitsaha Hasnain 2 Department of Mechanical and Production Engineering, Ahsanullah University of Science and Technology, Dhaka, Bangladesh Shaikh Sithil 3 Department of Mechanical and Production Engineering, Ahsanullah University of Science and Technology, Dhaka, Bangladesh Rafiul Rafi 4 Department of Mechanical and Production Engineering, Ahsanullah University of Science and Technology, Dhaka, Bangladesh Fariba Nazarifard 1 Department of Public Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran Zahra Broumand 2 Department of Public Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran Alireza Amirkabiri 3 Department of Public Management, Central Tehran Branch, Islamic Azad University, Tehran, Iran Naser Elshahoupy 1 Department of Engineering Business Management, Universiti Teknologi Malaysia, Kuala Lumpur, Malaysia Omar Khalifa Gnieber 2 Department of Industrial Engineering, University of Benghazi, Benghazi, Libya > Case Study 2019 7 29 2020 01 6 The main objective of the thesis is to assess and improve the customer satisfaction at Alnoran hotel in Benghazi city. In other words, this study has two specific objectives; Measuring the level of guests\' satisfaction in the areas of front office and housekeeping and identifying potential improvement processes that would enhance the service level. To achieve the objectives of this study, Six-Sigma methodology has been applied which provides a structured approach to solve problems. The approach has five phases; Define, Measure, Analyze, Improve and Control (DMAIC). Initially, the data were collected based on interviews with both employees and guests. Additionally, a questionnaire was conducted to elicit reliable responses from the guests. Relevant literature was studied to get a deeper understanding of the problem. Some of the literature is summarized in the theory part of the study. The results of the case study presented recommendations for the hotel management to improve the service level. Finally, quality do not get much interest at Libyan service sector, even though the methodology has been successfully used globally. It is expected that the study would encourage other organizations in local area to adopt this study as a guideline in order to enhance the quality of service. Copyright@ International Science Community Association