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The purpose of this study is to explore the scope and the level of commitment among employees towards service quality management practises in a hotel's organisation. Descriptive research design is used to know the parameters of service quality management in hotels. By applying a mixed of qualitative and quantitative data collection method from 100 hotels in Kuala Lumpur, 54 hotels responded, resulting in a response rate of 45%. The results indicate that the design and monitoring functions were ranked as the two most important phases in the service management process to incorporate service quality practises into a hotel's infrastructure for improved service quality gap management, followed by the implementation and planning functions.

Motivation and engagement are very important for student learning. Students have different qualities of motivation that can vary from time to time depending on the learning and teaching context (Ryan & Deci, 2000). It is important to ensure students have a better position and educators can provide a conducive learning environment to students instead of promotes better learning (Shao, 2020). Duan et al., (2020) indicate that intrinsic and extrinsic motivation are qualitatively different kinds of motivation and the kind matters for student's engagement." There are a lot of studies have been conducted to determine the factors that can influence a student's engagement which researcher studied in a different cultural context. Therefore, this study aims to identify the relationship between intrinsic and extrinsic motivation for student engagement during the COVID-19 crisis. A total number of 275 undergraduate students responded to the questionnaire. The data was collected by using a set of questionnaires distributed among undergraduate students at a selected university in Lembah Klang area. Correlation analysis was used to analyze the data by using Statistical Package for the Social Sciences (SPSS). The findings indicated that there are significant relationships between intrinsic and extrinsic motivation towards student engagement amid the COVID-19 crisis.