Malaysian Hotel Industry Research Articles

Proposing an integrated multi-criteria decision making approach to evaluate total quality management best practices in Malaysia hotel industry

Although numerous studies have focused on significant role of total quality management (TQM) in literature, little attention has been paid to using the multi-criteria decision making (MCDM) approach for analysis of TQM practices especially in the context of hospitality. The purpose of this study is to identify, prioritize and evaluate the TQM best practices in hotel industry by integrating the DEMATEL and ANP approaches. DEMATEL is employed to determine the interrelationships among the main practices and sub-practices while ANP is employed to examine the weights of main practices and sub-practices. The results of this study indicated that employee management had the first rank among other practices whereas the second and third rank encompass customer relationship management and leadership respectively. The findings of this study has shown guidance to practitioners to implement proper TQM in their organizations, effectively by using the suggested set of identified TQM best practices.

What drives customer switching intention in Malaysian hotel industry The hidden link

What drives customer switching intention in Malaysian hotel industry The hidden link

The Adoption of Sustainable Facilities Management (SFM) by the Hotel Industry

Sustainability issues within the hotel industry are now increasingly known as a significant concern around the world. It has been described as a constituent activity that contributes to a significant impact on the environment. However, the concept of sustainable management is yet to be well received by the hotel industry in Malaysia. This paper aims to study the growing idea of Sustainable Facilities Management (SFM) adoption, specifically in the hotel industry. This paper provides valuable information on the theory of SFM evolution, including the meta-analysis on the SFM developing, trends and researchers around the world. This paper identified a total of 15 hospitality initiatives utilized around the globe, with only nine of them are currently employed and adopted by the hotel industry. These initiatives are essential that need to be implemented in a hotel organization to gain successful and holistic SFM practices adoption.Keywords: Sustainable; Sustainability Facilities Management (SFM); Hotel. eISSN: 2398-4287 © 2019. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open-access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia.DOI: https://doi.org/10.21834/e-bpj.v4i12.1927

Review on measurement techniques and technologies to propose new rating scale measurement for shariah compliant hotel industry in Malaysia

The tourism industry based on the Islamic approach is increasingly accepted by the tourists. This paper presents a review of measurement techniques and technologies’ scale measurement for Shariah Compliant Hotel Industry in Malaysia. Since the use of the rating system in Syariah Hotel Industry in Malaysia has yet to be implemented, it is difficult for the industry to determine the status level of a hotel. Furthermore, the consumers are unable to make the right choice based on their own needs. This study aims to propose new Rating Assessment for Scale Measurement system focusing on hotel industry based on Shariah Compliant standard known as Shariah Compliant Hotel Rating Measurement Scale System (SCHRMS). Scale measurement will be used to ensure all the Shariah Compliant Certificates are certified with certain level and follow the same standard. Multiple characteristics and categories must be clarified or considered when processing rating assessment for Shariah Compliance (SC) hotel. To solve the multiple characteristics’ issues, Fuzzy Analytic Hierarchy Process will be used. The process is accurate and suitable for selecting various types of information and can be used as a decision-making tool because it controls uncertain and inaccurate data. The raw data obtained from questionnaires as well as structured and unstructured interview will be analyzed using Rasch Analysis Method. Only this method is will be able to comply to the five main principles of analysis for a more meaningful and accurate conclusion of the research data obtained. Through this system that will developed, the problem related to rating measurement for SC hotel will be solved. The SC hotel rating system will be parallel to the conventional based hotel. The system is accepted for the convenience of Muslims as well as non-Muslims globally.

A Review on Sustainable and Green Development in the Tourism and Hotel Industry in Malaysia

A Review on Sustainable and Green Development in the Tourism and Hotel Industry in Malaysia

What Drives Customer Switching Intention in Malaysian Hotel Industry The Hidden Link

One of the challenges that marketers are currently facing is to understand the impact of self-congruity and functional congruity when it comes to switching intention. The relationship between self-congruity and loyalty is well documented in previous studies. However, there are scant studies that investigated the impact of self-congruity on consumers' switching intention. Considering this, the present study examines the relationship between two dimensions of self-congruity (actual and ideal) and functional congruity with switching intention in the Malaysian hotel industry. Data were collected using survey questionnaires from customers of five star hotels in Kuala Lumpur, Malaysia. Two hundred and eight completed valid questionnaires were obtained and considered for further analysis. The data were analysed using structural equation modelling, partial least square (PLS-SEM). Results revealed significant relationships among both dimensions of self-congruity and functional congruity with switching intention. Moreover, data supported the mediating role of functional congruity in the relationship between self-congruity and switching intention. The limitations and future research directions are also discussed.

Actual Practices of Environmental Performance in Malaysia’s Hotel Industry: Comparison among Malaysia, Mexico and Turkey Hotel Industry

Environmental performance generally led to various benefits for example cost savings, regulatory compliance, increase image and competitiveness. Along with the movement of environmental concerns, the hotel industry also continuously put an interest in environmental performance programs. The adoption of environmental performance programs in Malaysia's hotel industry is not widespread regardless of the success of several international hotel groups. Therefore, it is important to identify the environmental performance programs in the hotel industry by providing fresh insights and empirical evidence of the actual environmental performance programs that have been practicing in Malaysia. This study involved the participation of 206 respondents. The main finding is the environmental performance programs in Malaysia's hotel industry can be classified as four categories: energy saving, green sourcing, resource conservation, and water management and conservation. This result indicates that in Malaysia, the hotel industry performs four types of environmental performance programs and other countries such as Mexico and Turkey also carry out the same environmental performance activities as implemented in Malaysia.

Linking Green Human Resource Management Bundle to Environmental Performance in Malaysia’s Hotel Industry:The Mediating Role of Organizational Citizenship Behaviour Towards Environment

Recently, many businesses are transforming themselves from a conventional financial perspective to a competency based; strategic perspective. Sustainability is one of the main strategy aspects of present corporate world. Environmental issues have already been widespread as one of the main components of the business sustainability. Hence, numerous organizations in most of the industries are implementing a proactive and strategic environmental performance programs to gain competitive advantage such as green human resource management (GHRM). However, investment in GHRM practices will have not only a direct effect on environmental performance, but also an indirect effect through several mediating variables because of the nature underlying the green HRM practices concept. Studies in GHRM literature has paid scarce attention to the identification of preceding organizational capabilities that could inspire the adoption of environmental performance programs. Grounded by hotel industry in Malaysia as the hotel industry is one of the sectors which largely contribute to the environmental issues. This study utilized a research model to determine how the GHRM bundle through organizational citizenship behaviour towards environment (OCBE) will help to enhance the environmental performance in Malaysia’s hotel industry

The Relationship between Personality Traits and Individual Performance: A Case Study in Malaysian Hotel Industry

The Relationship between Personality Traits and Individual Performance: A Case Study in Malaysian Hotel Industry

Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia

Purpose The purpose of this paper is to use SERVQUAL to measure Generation Y’s (Gen Y) perceived service quality and its effects on their satisfaction toward the Malaysian hotel industry. Design/methodology/approach The required data were collected through questionnaire, distributed to 200 respondents in four areas of Klang Valley. The collected data were put through multiple regression to identify the effect of SERVQUAL dimensions on service quality. Findings The results reveal that all the elements of SERVQUAL, except tangibility, had a significant and positive relationship with customer satisfaction. Research limitations/implications It is a niche area research which is done on a small population in a specified geographical area within Malaysia, though its research implications are significant and add significantly to the tourism literature with respect to Gen Y. Practical implications This research holds importance in the growing service tourism and hoteling industry in Malaysia, where Gen Y holds a key economic position and is predicted to grow even further in the near future. Originality/value It is a niche area research done on very specific consumers in Malaysia. It, therefore, adds to the emerging field of tourism in relation to Gen Y.

Customer Engagement in Social Media and Purchase Intentions in the Hotel Industry

The present study attempts to investigate the effect of customer engagement in social media on purchase intentions in the hotel industry in Malaysia. Four key motives of surveillance, social interaction, sharing of information and attraction are examined as antecedents to customer engagement in social media. The questionnaires used was administered to a convenience sample of 392 hotel customers from Kuala Lumpur and Petaling Jaya, Malaysia, through a self?administered questionnaire. Structural Equation Modeling is used to analyse the data and five hypotheses were tested. The findings reported that surveillance, social interaction, sharing of information and attraction have significantly influenced customer engagement in social media. Customer engagement is positively correlated to the purchase intentions. Based on the findings, customer engagement strategies should focus on more on building reputation, information quality, attractive contents, effective communications, branding and word-of mouth-referrals.

The Impact E-Commerce Service Quality to Loyalty Evidence Study in Malaysian Hotel Industry

The Impact E-Commerce Service Quality to Loyalty Evidence Study in Malaysian Hotel Industry

Students’ intention to join the hotel industry in Malaysia: the role of physical working conditions, pay and benefits, and promotion opportunities

Students’ intention to join the hotel industry in Malaysia: the role of physical working conditions, pay and benefits, and promotion opportunities

Predicting determinants of hotel success and development using Structural Equation Modelling (SEM)-ANFIS method

This study aimed to identify the relative importance of the Critical Success Factors (CSFs) that contribute to the success and development of hotel industry in Malaysia. Drawing uponTechnology-Organization-Environment (TOE) and Human-Organization-Technology (HOT) fit models, this study developed a theoretical model to predict the significant factors that contribute to the success and development of hotel industry. A two-stage Structural Equation Modelling (SEM)-Adaptive Neuro-Fuzzy Inference Systems (ANFIS) method was applied to test the research model and reveal the importance level of factors in the model. SEM analysis showed that the use of IT, financial performance, benchmarking, service standardization, top management support, customer satisfaction, service quality, hotel interior and exterior design/look, location, employee training and empowerment were significant factors influencing hotel success and development. Moreover, the results of ANFIS showed that customer satisfaction under human dimension was the most critical predictor of hotel success and development.

The Effects of Corporate Social Responsibility (CSR) on Brand Image in the Malaysian Hotel Industry: The Moderating Role of Brand Origin

The Effects of Corporate Social Responsibility (CSR) on Brand Image in the Malaysian Hotel Industry: The Moderating Role of Brand Origin

Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry

The aim of this study is to assess the influence of customer relationship management (CRM) on marketing capabilities (planning and implementation) and organizational performance, through an analysis of the hotel industry in Malaysia. The study uses partial least squares to examine the mediating influence of marketing capabilities on the association between CRM and hotel performance. A survey of hotel managers was conducted, and a total of 152 usable questionnaires were obtained. The results enrich the literature by showing a positive relationship between CRM and hotel performance; they also indicate that marketing planning and implementation play a mediating role in the relationship between CRM and hotel performance. From the practical perspective, by understanding the relationship among the constructs in the research model, hotel managers could maximize use of their internal resources to improve organizational performance.

Six Sigma and the Malaysian Hotel Industry

This paper is developed to examine the significance of Six Sigma Methodology towards the improvement of the Malaysian Hotel Industry. It was known that there are many strategies that had been developed over the years to improve service quality and delivery in the Hospitality and Tourism Industry. The industry by norm is known to use service deliverer; therefore, seeking the best method to increase employee job performance is seen to be vital. From the review of the literature it was found that they are several hospitality and tourism organizations used Six Sigma to enhance their service delivery efficiency. Six Sigma, 6σ symbolizes a specific number, which is 3.4 defects per million opportunities (DPMO), where opportunity is understood as any possible source of error in product, process, or service. There are three principles that build Six Sigma approach and they are: a) teamwork, b) statistical control process (SPC) and c) shared vision. Nonetheless, this paper will focus on a single constituent of Six Sigma that is ‘Shared Vision’.

Behavioral and psychological consequences of corporate social responsibility: need of the time

Purpose Although the concept of corporate social responsibility (CSR) has become an inspiring catch all in the eyes of researchers and practitioners, little from its psychological and behavioural consequences has been focused. This study aims to examine the relationship between CSR and organizational citizenship behaviour and the underlying mechanism between this relation using organizational identification and organizational commitment as mediating variables. Design/methodology/approach A questionnaire-based survey was given to 486 Malaysian employees of the hotel industry. Findings First, instruments were checked regarding its unidimensionality by applying confirmatory factor analysis (CFA), and then, structural equation modelling (SEM) was applied to test the model. SEM confirms that organizational commitment (OC) mediate the relationship between CSR and organizational citizenship behaviour (OCB), while organizational identification (OI) mediate the relationship between CSR and OC. Research limitations/implications The study selected sample from Malaysia hotel industry, the results might be different if samples are taken from a geographically different area. Practical implications The study has theoretical and practical implications for hotel managers to enhance employees’ identification, commitment and extra-role behaviour. Originality/value The study revealed underlying mechanism between CSR and OCB by incorporating OC and OI as mediating variables.

Why minimum wage order implementation is a challenge to human resource managers in Langkawi hotels

Purpose This paper aims to explore the human resource (HR) challenges faced by hotel managers in Langkawi due to the implementation of the minimum wage order (MWO). Design/methodology/approach This study collected qualitative data from 18 managers and two owners from 19 hotels of various sizes and levels of service, including budget and boutique resorts on Langkawi Island, Malaysia. A semi-structured interview was used to ask the question “What are the challenges faced by hotel managers due to the implementation of an MWO?” Findings The challenges faced by the managers are: low employee productivity levels, many employees with a salary below the minimum wage rate, difficulty paying staff because of low revenue and conflicting laws and guidelines relating to the issues related to the service charge. Research limitations/implications This study provides an initial qualitative exploration of an important current legal development bearing on hotel managers in Malaysia. It provides some initial findings from Langkawi, but the findings may not represent the attitudes of hotel managers in other parts of Malaysia. Practical implications This study contributes to HR management literature by providing an insight into challenges faced by hotel managers in a developing country. To the managers, the MWO guideline is a serious challenge, as some of their employees are not productive enough to be paid at the minimum wage rate. To address the increasing labour cost, some have turned to the employment of foreign workers, whereas others have increased their casual employee numbers. These insights may serve to guide policy-makers and hotel managers in other developing countries that are planning to introduce an MWO. Social implications For the MWO to be effective, it is crucial for the government to develop effective guidelines for its implementation and for hotel employees amongst the Langkawi community to increase their level of productivity. Originality/value The Malaysian MWO policy was introduced in 2012. The policy affects employees’ remuneration and provides a challenge in implementation for the Malaysian hotel industry, especially in Langkawi. Although many studies on MWO implementation have focused on unemployment, this study provides the managers’ perspective on the challenges faced due to the implementation of this policy and identifies reasons why the unemployment rate for local workers may increase after the implementation of an MWO.

Determinants of Employee Engagement in Hotel Industry in Malaysia. A Theoretical Model

The purpose of this paper is to examine the factors that influence the employee engagement in hotel industry in Malaysia. Four independent variables have been identified as the factors that are going to be tested in this research which are training and development, internal communication, rewards, and leadership. Effective and good employee engagement programs contribute to increase commitments, motivation, morale and innovation. Therefore, the ultimate improvements on performance and profitability of an organization and it can help all the organization to build their employee engagement among employees. This study was targeted to employees who currently work at hotel industry in Malaysia as this industry has been recognized as a potential prospect in the growth of the service industry in Malaysia. Theory of Social Exchange Theory (SET) has been chosen as underlined theory in this research.