Towards Service Excellence: The Zone of Tolerance for Hospitality and Tourism Education in Malaysia

Hussain, Kashif; Konar, Rupam; Nair, Pradeep; Ragavan, Neethiahnanthan Ari

doi:10.1007/978-3-030-57694-3_13

Cited by 4 publications

(6 citation statements)

References 59 publications

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“…The procedure chosen for data gathering in every case was a personal and structured interview through a questionnaire that included the validated QGolf scale [34] based on a 5-point Likert-type response format (1)(2)(3)(4)(5). Each interview took place in the facilities of the participant clubs, with the authorization of the managers.…”

Section: Methodsmentioning

confidence: 99%

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Using Importance–Performance Analysis (IPA) to Improve Golf Club Management: The Gap between Users and Managers’ Perceptions

2023

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This work is carried out in order to provide new evidence on the usefulness of the Importance–Performance Analysis (IPA) in the management of golf courses, identifying the main strengths, weaknesses, and discrepancies between managers and users. This information will make it possible to identify potentially mistaken beliefs of managers regarding the service and to design improvement strategies based on the results. The participants were 11 managers, with an average age of 35.4 years (σ 6.5), of whom 72.7% were men and 27.3% were women, and 891 users, with an average age of 47.5 years (σ 12.3), of whom 81.7% were men and 18.3% were women. The instrument used was the Q-Golf scale, and among others, it was applied to the IPA. The results obtained show how the perception of managers regarding the service is worse than that of users. Additionally, the global assessment of the users is higher than the average assessment of each of the items of the club. This positive halo effect, which is not found in the case of managers, is very interesting from the point of view of the loyalty of golf users.

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Section: Methodsmentioning

confidence: 99%

“…Levels below the tolerance zone will cause customer frustration, reduce loyalty, and result in dissatisfied customers. Conversely, levels above the tolerance zone will lead to customer satisfaction and increased loyalty [2].…”

Section: Introductionmentioning

confidence: 99%

Using Importance–Performance Analysis (IPA) to Improve Golf Club Management: The Gap between Users and Managers’ Perceptions

2023

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“…This deceptive profit-making is also seen in the case of Hunza Valley where haphazard construction and exploitation of local assets and resources such as water, wood for fuel, and local labor is destroying the natural habitat, biodiversity, and the breathtaking landscape to feed the hunger of the rich. This is nonetheless putting the fragile ecology of the region under adversity due to rising temperatures, climate change, and increasing floods due to the melting of glaciers destroying lives and livelihoods of the communities inhabiting the lower riparian zone while threatening the other side with droughts due to rapid depletion of the frozen water [8]. Besides this, the region has also been prone to seasonal damages and destruction as a result of natural disasters including earthquakes, cloud bursts, flash floods, avalanches, and landslides.…”

Section: Background Of the Problemmentioning

confidence: 99%

Changing Architecture and Construction Practices in the Gilgit Baltistan Region, Pakistan: Case of Hotel and Tourism Industry

Ovais,

Maria Sajid Zaheer,

Faryal Sikandar

et al. 2024

SSURJET

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The tourism and hotel industry is rapidly causing the alteration of the architectural and construction practices in the Gilgit-Baltistan region as more and more people have become associated with the industry including both the locals as well as outsiders. This paper presents an overview of the changing scenario of architecture and construction practices in the Gilgit-Baltistan region and the preferences of the local population. It aims to do so by highlighting the architectural and construction practices of the past and present specifically in the hotel and tourism industry of the region, outlining the type of construction and their techniques while also inquiring the locals regarding their preferences pertaining to architecture and construction. The secondary data giving an overview of the region, and the architectural and construction practices; is gathered from the relevant newspaper articles, reports, websites and, journal articles while the primary data is gathered from the site visits to the region along with questionnaire surveys conducted from the local population. An assessment of hotels developed during different timelines presenting case studies employing either vernacular or modern or even a combination of both techniques is carried out in terms of their use of materials, architectural features, and structure/construction typology. Conclusively, the research tries to put forth the trends in architecture and construction practices especially in the case of hotel buildings in the region as while an increase in tourism has caused a boost in the construction of hotels in the region, it has raised many other concerns such as disconnect from local culture, use of alienated building materials making the buildings poor in terms of thermal comfort, dying cultural heritage.

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“…When the uncertainty margin is small, they will adjust their expectations within the person's tolerance zone. Otherwise, it will have an irreversible negative impact on service results when it exceeds the person's zone of tolerance [20]. Based on the previous studies, as customers enter and move through the service process, these pre-performance expectations are modified by the importance/satisfaction of individual transactions.…”

Section: Zone Of Tolerancementioning

confidence: 99%

“…Zone B: maintenance, including 18 items: Providing a satisfying feast (1); Use of modern equipment and decorations (2); Use of comforting music, layout, and atmosphere in the banquet hall (3); Good wedding reception procedure and smooth traffic flow (4); Providing a clean and convenient space (toilet) (5); Providing qualified fire-fighting equipment and escape exit settings (6); Service staff dressed in neat clothing (7); Providing Wi-Fi in the banquet hall (9); Providing customers with timely and appropriate services (11); Service staff that are familiar with customer needs (12); Fulfilling and completing the promise to customers in a timely manner (13); Maintaining a cordial and enthusiastic service attitude (14); Service staff who are willing to deal with customer complaints immediately (15); Service staff with enough professional knowledge to answer customer questions (16); Giving special attention to customers and help to solve problems (17); Providing customers with new banquet information (18); Sale of products related to wedding banquets; (19); Providing banquet hosts and performances (20). There are a total of 18 items, which are mostly among the three zones.…”

Section: Nipa Of Satisfaction With Servicementioning

confidence: 99%

Application of the Innovative Model NIPA to Evaluate Service Satisfaction

Lin

Huang

2022

Sustainability

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Customer satisfaction is one of the antecedent variables of customer loyalty, and customer satisfaction can positively affect customer loyalty. However, past research on consumer behavior has focused mainly on the direct consumption behavior of customers in service satisfaction, not in indirect behavior. This study takes the wedding garden as an example to explore the indirect behavior of customers, based on PZB’s service quality, and using the customer value hierarchy theory, adopts a questionnaire survey, and from the perspectives of users, investigates the current service quality, in order to analyze the quality of the service according to an evaluation formula. This study distributes a total of 380 questionnaires and collects 367 valid samples, for a valid return rate of 96.7%. In order to solve the problems caused by the original important performance analysis (IPA), the research constructs new important performance analysis (NIPA) to replace the original. This structural model presents a structured measurement process with risk management performance and judgment rules, which yielded different outcomes, as well as distinguished managerial implications. Furthermore, this new analysis model can provide managers with different perspectives in helping administrators in decision making.

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Towards Service Excellence: The Zone of Tolerance for Hospitality and Tourism Education in Malaysia

Cited by 4 publications

References 59 publications

Using Importance–Performance Analysis (IPA) to Improve Golf Club Management: The Gap between Users and Managers’ Perceptions

Using Importance–Performance Analysis (IPA) to Improve Golf Club Management: The Gap between Users and Managers’ Perceptions

Changing Architecture and Construction Practices in the Gilgit Baltistan Region, Pakistan: Case of Hotel and Tourism Industry

Application of the Innovative Model NIPA to Evaluate Service Satisfaction

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