Abstract
The increasing demand for Muslim-friendly products and services has led hoteliers in Malaysia to provide more Muslim-friendly hotel (M.F.H.s) services to fulfill Muslim tourists' needs. However, previous studies have shown that there is still a lack of conformity between M.F.H.s and their guests, which harms M.F.H.s' service performance. It is essential to expand the discussion on improving service performance in M.F.H.s. The information about 390 MFH employees in Kuala Lumpur and Selangor was collected quantitatively, and structural equation modeling and partial least squares analysis were used to look at the information. Keywords: Internal Measurement of Service Quality (INTQUAL); Employees’ Relation; Service Performance; Muslim Friendly Hotels. eISSN 2514-7528 ©2022. The authors. Published for AMER and cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under the responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers) and cE-Bs (Centre for Environment-Behaviour Studies), College of Built Environment, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/jabs.v7i21.408
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