A Predicting Performance Through Strategy and Innovation in Small Hotel Industry

Basbeth, Firdaus; Saufi, Roselina Ahmad; Awang, Khairil Bin; Sabri, Nur Ain Ayunni

doi:10.1007/978-3-030-69221-6_53

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2023

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“…By implementing these initiatives, hotels can reduce their environmental impact and demonstrate their commitment to sustainability (Haldorai et., 2022. These focuses can put hotels ahead of the curve and remain relevant in a highly competitive industry (Basbeth et al, 2021).…”

Section: Discussionmentioning

confidence: 99%

An Exploratory Study on Service Quality Infrastructure in Malaysian Hotels

Qudratullah

Malik

Razak

et al. 2023

Minds

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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.

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Section: Discussionmentioning

confidence: 99%