Quality Of Service Performance Research Articles

Can women's reports in client exit interviews be used to measure and track progress of antenatal care services quality? Evidence from a facility assessment census in Malawi.

Unlike household surveys, client exit interviews are conducted immediately after a consultation and therefore provides an opportunity to capture routine performance and level of service quality. This study examines the validity and reliability of women's reports on selected ANC interventions in exit interviews conducted in Malawi. Using data from the 2013-2014 Malawi service provision facility census, we compared women's reports in exit interviews regarding the contents of ANC received with reports obtained through direct observation by a trained healthcare professional. The validity of six indicators was tested using two measures: the area under the receiver operating characteristic curve (AUC), and the inflation factor (IF). Reliability of women's reports was measured using the Kappa coefficient (κ) and the prevalence-adjusted bias-adjusted kappa (PABAK). Finally, we examined whether reporting reliability varied significantly by individual and facility characteristics. Of the six indicators, two concrete and observable measures had high reporting accuracy and met the validity criteria for both AUC ≥ 0.7 and 0.75>IF>1.25, namely whether the provider prescribed or gave malaria prophylaxis (AUC: 0.84, 95% CI: 0.83-0.86; IF: 0.96) or iron/folic tablets (AUC: (0.84 95% CI: 0.81-0.87; IF:1.00). Whereas four measures related to counselling had lower reporting accuracy: whether the provider offered counselling about nutrition in pregnancy (AUC: 0.69, 95%CI: 0.67-0.71; IF = 1.26), delivery preparation (AUC: 0.62, 95% CI: 0.60-065; IF = 0.99), pregnancy related complications (AUC: 0.59, 95%CI: 0.56-0.61; IF = 1.11), and iron/folic acid side effects (AUC:0.58, 95% CI: 0.55-0.60; IF = 1.42). Similarly, the observable measures had high reliability with both κ and PABAK values in the ranges of ≥ 0.61 and ≥ 0.80. Respondent's age, primiparous status, number of antenatal visits, and the type of health provider increased the likelihood of reporting reliability. In order to enhance the measurement of quality of ANC services, our study emphasizes the importance of carefully considering the type of information women are asked to recall and the timing of the interviews. While household survey programmes such as the demographic health survey and multiple indicator cluster survey are commonly used as data sources for measuring intervention coverage and quality, policy makers should complement such data with more reliable sources like routine data from health information systems.

Service quality and business performance: the mediating role of innovation

Literature is replete with studies indicating how innovation influences service quality and business performance. In addition to highlighting the research trends in the service sector under investigation, this paper explores the impact factor of innovation on service quality leading to business performance. The cross-sectional survey was the research approach used, while confirmatory factor analysis and structural equation modeling (CB-SEM) was used to analyze the data. In order to study the mediation effect of innovation on service quality and business performance among restaurants bootstrap was used to conduct mediation analysis. The study highlighted that innovation fully mediates service quality and business performance among restaurants in Ghana. Moreover, a business model that highlighted the effectiveness of innovation to service quality leading to business performance among restaurants in Ghana is being advocated. This study will encourage restaurant owners to use innovation in their daily routine to improve service to improve their company’s success.

The Influence of Service Quality and Timeliness on Passenger Loyalty, Yogyakarta International Airport Train

Yogyakarta International Airport (YIA) is a new airport located in Kulon Progo Regency, Yogyakarta. One of the transportation modes that can be used to reach the airport is the YIA Airport Train. With the increasing number and routes of airlines operating at YIA, the number of airport train passengers has also increased. However, this increase in passenger numbers has not been accompanied by an improvement in the quality of service provided and train delays are still occurring. This study aims to determine the influence of service quality on passenger loyalty, on-time performance on passenger loyalty, and the combined influence of service quality and on-time performance on passenger loyalty. The methods used in this study are Structural Equation Modeling (SEM) and multiple linear regression analysis. Data processing was done using SmartPLS 3.2.9 software for the SEM method and IBM SPSS 20 for the multiple linear regression analysis method. The results of this study indicate that both methods used support each other's findings. The results show that service quality has an impact on passenger loyalty. On-time performance also has an impact on passenger loyalty. Additionally, service quality and on-time performance have a positive and significant influence on passenger loyalty. In conclusion, it can be inferred that the better the service quality and on-time performance provided by the service provider, the higher the passenger loyalty will be.

The Effect Of High Performance Work Systems On Organizational Citizenship Behavior, With Psychological Well-Being, Organizational Commitment And Job Satisfaction As Intervening Variables

The State Civil Apparatus (ASN) is required to have high performance. High Performance Work Systems (HPWS) can improve organizational and employee performance. This study aims to examine the effect of HPWS on Organizational Citizenship Behavior (OCB); find out how far Psychological Wellbeing (PWB) affects Job Satisfaction; and exploring PWB, Organizational Commitment and Job Satisfaction as a mediator for the HPWS-OCB relationship with ASN in 42 Regional Apparatus Organizations (OPD) DKI Jakarta Provincial Government. Determination of the sample by purposive sampling, with the criteria of an active civil servant who has worked for at least 1 year. Data collection used a survey, by distributing 33 questionnaires in the google-form via Whatsapp, to 185 respondents in June 2023. Data was analyzed using the Structural Equation Model Partial Least Square (SEM-PLS). The result is that HPWS has a significant positive effect on PWB and organizational commitment. The direct relationship between HPWS-OCB was positive but not significant, PWB was able to fully mediate positive HPWS-OCB. PWB has a significant positive effect on organizational commitment and will increase OCB. HPWS through PWB mediation and organizational commitment has a significant effect on job satisfaction, without HPWS mediation it has no significant effect on job satisfaction. Organizational commitment does not mediate the HPWS-OCB relationship and job satisfaction does not significantly affect OCB. The better government organizations implement HPWS in ASN management, the ASN's OCB will increase and ultimately lead to an increase in excellent service quality and organizational performance.

CPS: Cross-interface network Partitioning and Scheduling towards QoS-aware data flow delivery in multimedia IoT

In the Internet of Things (IoT), multimedia traffic for audio, image, and video accounts for the largest proportion (over 78.7%) of the total traffic, bringing forward the vision of multimedia IoT (M-IoT). As part of the realization of loT, M-IoT is a general network paradigm that constitutes many smart objects equipped with the capability to collect multimedia data from the physical environment and deliver the data to other things. To satisfy a certain level of user experience, Quality of Service (QoS) is required to be regulated to ensure acceptable delivery of the multimedia content. As the most widely-used wireless technology, WiFi has been recommended for IoT communications for its high data rate, native IP compatibility, and good reusability of the existing infrastructures. However, WiFi suffers from channel contention, especially during multi-hop communications, which degrades the QoS performance and hinders its use for many M-IoT services. Although numerous protocols have been proposed to mitigate WiFi contention, they often consume much WiFi bandwidth for network control, lowering the level of achievable QoS performance. To address this issue, we propose a distributed Cross-interface network Partitioning and Scheduling (CPS) protocol, which leverages the co-existing ZigBee communications to divide the network into partitions and allows only one node in each partition to use its WiFi interface to transmit data at any time, for bandwidth-efficient and delay-constrained data flow delivery in M-IoT. A prototype node is implemented by integrating COTS ZigBee and WiFi interfaces into a BeagleBone Green wireless platform for IoT. Extensive field experiments are conducted in a multi-hop network of 24 prototype nodes that deliver real multimedia data (images and videos). The experiment results show that CPS outperforms the standard WiFi and a state-of-the-art contention control scheme (by 62.6% and 26.4% under high data traffic, respectively) in terms of a QoS metric capturing two basic performance metrics (i.e., bandwidth efficiency and end-to-end delay) of multi-hop communications, while retaining fair QoS performance and high energy efficiency.

Approximation-Aware Task Deployment on Heterogeneous Multicore Platforms With DVFS

Heterogeneous multi-core platforms, such as ARM big.LITTLE are widely used to execute embedded applications under multiple and contradictory constraints, such as energy consumption and real-time execution. To fulfill these constraints and optimize system performance, application tasks should be efficiently mapped on multi-core platforms. Embedded applications are usually tolerant to approximated results but acceptable Quality-of-Service (QoS). Modeling embedded applications by using the elastic task model, namely, Imprecise Computation (IC) task model, can balance system QoS, energy consumption, and real-time performance during task deployment. However, state-of-the-art approaches seldom consider the problem of IC task deployment on heterogeneous multi-core platforms. They typically neglect task migration, which can improve the solutions due to its flexibility during the task deployment process. This paper proposes a novel QoS-aware task deployment method to maximize system QoS under energy and real-time constraints, where frequency assignment, task allocation, scheduling, and migration are optimized simultaneously. The task deployment problem is formulated as mixed-integer non-linear programming. Then, it is linearized to mixed-integer linear programming to find the optimal solution. Furthermore, based on problem structure and problem decomposition, we propose a novel heuristic with low computational complexity. The sub-problems regarding frequency assignment, task allocation, scheduling, and adjustment are considered and solved in sequence. Finally, the simulation results show that the proposed task deployment method improves the system QoS by 31.2% on average (up to 112.8%) compared to the state-of-the-art methods and the designed heuristic achieves about 53.9% (on average) performance of the optimal solution with a negligible computing time.

전자책(e-book)·오디오북(audio-boook)·챗북(chat-book)의 만족도 및 재이용의도 연구

This study starts with the premise that changes in consumption methods, production of various digital contents, the emergence of new generations, and the spread of new media inevitably change the publishing industry amid the advancement of the digital age, and starts with a question of how e-books, audio-books, and chat-books are accepted by users. The conclusions of this study are as follows. First, it was found that expectations for service quality had a positive (+) effect on service quality performance in all e-book, audio-book, and chat-book platforms. Second, in the case of e-books and audio-books, service quality expectations had a negative (-) effect on the expected mismatch, while chat-books did not show a significant influence relationship. Third, it was found that service quality performance had a positive (+) effect on expectation mismatch in all e-book, audio-book, and chat-book platforms. Fourth, in the case of audio-books and chat-books, service quality performance had a positive (+) effect on platform satisfaction, while e-books did not show a significant influence relationship. Fifth, in the case of e-books and audio-books, expectation mismatch had a positive (+) effect on platform satisfaction, while chat-books did not show a significant influence relationship. Finally, it was found that platform satisfaction had a positive (+) effect on reuse intention in all e-books, audio-books, and chat-books. It is expected that this study will be used as an initial data comparing and analyzing the satisfaction and reuse intention of e-book, audio-book, and chat-book platforms based on the expectancy disconfirmation theory, and will serve as a meaningful stepping stone for future research.

Impact of Service Quality and Service Performance on Customer Satisfaction towards Abu Dhabi Police Department: Moderating Role of Government Performance

The police department in any country is necessary to improve the crime control system. The satisfaction of the public with government sector performance and improvement is necessary. This research aimed to check the relationship between service quality and performance and customer satisfaction. The research also investigates the moderating role of government performance in the relationship between service quality and service performance and customer satisfaction. The sample size for this research is 384, and data is collected from the general public with a random sampling technique. The findings displayed that the moderating role of government performance between service performance, service quality, and customer satisfaction is significant. This study has a unique model that is developed to contribute to the body of knowledge and literature. Moreover, this research has remarkable practical and theoretical implications for enhancing the body of knowledge and practice.

의료관광 서비스품질에 관한 IPA 분석 연구

Purpose – After breaking the three-year hiatus in medical tourism due to COVID-19, the medical tourism industry is looking forward to reopening. This study conducted an empirical study on the importance and performance of medical tourism service quality to provide implications in accelerating the revitalization of the medical tourism industry. Design/Methodology/Approach – Existing studies related to the service quality of medical tourism have been conducted mainly targeting foreign patients. In order to balance this point of view, 50 medical tourism employees in Bucheon city were set as targets. Then, IPA analysis on medical tourism service quality was conducted. Findings – The medical infrastructure and system, intensive service for foreign patients only, and professional manpower have excellent service quality, and areas to be improved are the foreign patient telemedicine system of the medical system and the foreign language homepage of the service system. In order to revitalize medical tourism, it is necessary to consider priorities in the relevant areas. Research Implications – This study is meaningful as data for comparison with previous studies on medical tourism service quality before COVID-19. In addition, research on service quality for medical tourism employees was conducted to balance the implications of medical tourism research.

Optimizing Wireless Network based on Building Design in Telkom University

Computer network designed according to its functions and building design which must be analyzed to consider usage intensity and maintenance. This paper’s study case is in one of the buildings in University at Bandung which uses fiber optic and wireless network for both 2,4GHz and 5GHz frequencies. Existing conditions were tested in site surveys which are high frequency interference of wireless signals, misconfigured channel bands caused frequent disconnections close to two different access points, and there are blank spots causing user’s devices cannot properly connect to network. Wireless network optimization needs to be done to solve its problems. Method used is the Network Development Life Cycle (NDLC) which consists of Analysis, Design, and Simulation Prototyping phases, and performance measurements using Quality of Service (QoS) parameters. Site survey results showed many high interference areas caused by channel misconfiguration in each access point that the same channel can be used for adjacent access points, misplacing wall-mounted access points on ceiling which can interfering both upper floor and lower floor networks. QoS performance measurements to match TIPHON Standardization for throughput is higher than 1kbps, packet loss lower than 3%, and delay lower than 150ms. Recommendation for optimizing network is properly configuring channel band using non-overlapping channel configuration (1-6-11) for all adjacent access points, and there is simulation for replacing wall-mounted access points that placed on the ceiling to a ceiling-mounted type access point. It showed a decreasing interference in the entire network, whether its on the same floor or between upper and lower floor.

Efficient time-oriented latency-based secure data encryption for cloud storage

To ensure data security in the cloud, there exist several techniques proposed by various researchers. The most common method is the usage of data encryption techniques like profile, rule, and attribute-based encryption techniques. However, they struggle in achieving higher data security performance due to insufficient resistance to tampering. Also, the existing techniques are not good enough for achieving a higher quality of service performance. To handle this issue, an efficient time-oriented latency approximation-based data encryption technique (TLADE) has been presented in this article. The method focuses on the selection of optimal encryption techniques at different time stamps according to the latency approximation. Accordingly, the method would select an optimal technique for data encryption based on the QoS values. To perform this, different encryption schemes have been implemented and each of them is measured for their QoS support values (QoSV) based on latency. Based on the values of QoSV, an efficient approach for the current duty cycle has been selected and applied to the cloud service data. The proposed approach improves the performance of different QoS factors and also has reduced the latency factor.

Information Management Technology and Customer Satisfaction in the Hospitality Industry in Kenya

Information management technology in the hospitality industry remain critical area of study; nonetheless, it has become an integral part of people’s daily lives. ICT and by extension IMT are everywhere with major economic sectors adopting the technique to enhance their operations. The purpose of this study was to investigate the role of hospitality information management technology in enhancing competitiveness through customer satisfaction in Kenya with a focus on five 5-star hotels in Nairobi. The study aimed at investigating how IMT enhanced consumer product awareness, service quality, and employee performance toward customer satisfaction. The study mostly used open-ended questionnaires administered to 91 participants who involved employees and customers of the 5 hotels. Quantitative data was analyzed descriptively using Excel and presented through charts and narrative form. The response rate was 84%. Findings from the study indicated that product awareness, service quality, and employee performance enhance customer satisfaction within the hotel sector. The study recommended that managers in the hospitality sector design better ways of using IMT to ensure competitive advantage. Suggestions are made on further research should focus on the role played by IMT in enhancing customer preference and buying behaviours, using in-depth approaches in other service sub-sectors like tour operators and travel agents. Keywords: Awareness, Competitive advantage, Customer satisfaction, Information management technology, Service quality.

Modeling challenges affecting the performance of major ports of India

PurposeDespite several initiatives taken by government of India since 2013 to improve the performance of major ports, growth was not as anticipated. Hence, there is a need to understand the performance of these major ports during 2013–2020 and to identify the critical challenges that affect their performance. Design/methodology/approachPerformance analysis was conducted using Malmquist productivity index (MPI) and critical challenges were identified using interpretive structural modelling (ISM) technique as well as the cross-impact matrix multiplication (MICMAC). FindingsTen major ports in terms of operational, 12 ports in terms of service quality, and six ports in terms of financial performance have been categorised as high performers, based on the MPI values. 19 challenges affecting the performance were identified in an eight layered ISM model. Research limitationsThis research is limited to major ports of India and does not cover the non-major ports of India due to unavailability of data Practical implicationsThis study will enable the port decision-makers to identify the ports which are high performers in terms of operational, service quality, and financial performance, and thereby the best practices followed across can be replicated. Originality/valueThis study explored the multi dimensions of performance of Major ports of India and there was no such study in the past. Despite the existence of performance studies in the literature, none of them explored the challenges faced by the major ports.

Analisis Kepuasan Pelanggan PT. Era Energi Krazu Nusantara dengan Metode Service Quality dan Importance Performance Analysis

Quality of service as one of the efforts of PT. Era Krazu Energi Nusantara to continuously improve the quality of all processes, services and products produced. Based on the results of interviews with customers, complaints related to service quality and customer satisfaction are influenced by several factors, apart from product quality and price, the most important of which are service quality and personal factors that annoy individual customers. The results of the study using the Service Quality and Importance Performance Analysis methods, on the quality of service, it is known that there are several attributes indicating that the current quality of service is still not as expected by customers. Based on the calculation of Gap 5 from the service quality questionnaire, the highest results were obtained and had an effect on service quality, namely attribute X4 with a gap value of -0.33823, which is a strategic location attribute. Based on Importance Performance Analysis, the highest value is obtained from the attribute value in quadrant I at X7 (Employees' willingness to handle complaints quickly), and X11 (Employees are honest with consumers).

Logistics Outsourcing Services and Performance of Firms in the Tele-Communications Sector: A Case of Airtel Rwanda Ltd

This study assessed the effect of out-sourcing services on performance of firms in telecommunication sector with reference to Airtel Rwanda Ltd. The specific objectives were to determine effect of financial systems, network monitoring tools services, and supplier network responsiveness outsourcing on organizational performance of Airtel Rwanda Plc the study provides useful data to management of Airtel to assist it in service delivery and quality performance for the outsourced services. The study targeted 65 senior managers and key employees at Airtel Rwanda Ltd and sampled 56 respondents using Yamane formula. Primary and secondary data collection techniques were both using through questionnaire and interview guide. Data was analyzed using Pearson’s correlation analysis to establish the relationship between variables. Results to the first objective show that the logistic process response to unexpected demand changes and the effectiveness in delivery of shipments both scored means of 4.597. These variables scored means of 4.376, 4.376 and 4.038 respectively. There was the significant correlation between rapidly adjusts warehouse capacity to address demand changes and project time (r=.206; p-value=.000). Results to the second objective that all respondents agreed that their company uses outsourcing in its operations and as a result, they indicated that the supply chain operating system responds rapidly to changes in product volume demanded by customers (mean 4.921). The grand mean of these factors was 4.498 showing that generally there was higher responsiveness of the supply chain systems to customer needs. For  the effect on responds rapidly to changes in product mix demanded by customers on quality, time cost, the study ascertained that responds rapidly to changes in product mix demanded by customers is statistically significant with quality (r=0.122*;p value=0.035). Results on effectively expedites emergency customer orders felt that it is significantly correlated with an increase of quality of services (r=0.123*; p value=0.034). Results to the third objective shows that the grand mean was 4.155. It was indicated that major suppliers consistently accommodated requests (mean of 4.712) and the major suppliers changed product volume in a relatively short time (Mean of 4.259). Results show that major suppliers consistently accommodate our requests was insignificant with the quality of services (r=0.080, p-value=.0169), and major suppliers consistently accommodate our requests was insignificantly correlated with efficient and effective use of cost (r=0.013, p-value=.822). Finally, the study found a significant correlation between Major suppliers consistently accommodate our requests and timely delivered of services to beneficiaries (r=0.105, p-value=0.071). All the correlations were statistically significant given that the p value was < 0.05 proposing that an increase in major suppliers consistently accommodate our requests was insignificant with the quality of services increase quality of services, timely delivered, efficient and effective use of cost allocated and vice versa. In conclusion, the study concludes that Airtel Rwanda Plc in Rwanda have outsourced financial system billing. Airtel Plc had outsourced networking monitoring tools which play a pertinent role to the organizational success. Airtel has masts/towers and fleet management that contribute to organizational performance.  Finally, the study recommends that to adopt masts/towers and fleet management in means, the government should revise competition policy, and contract duration for outsourcing activities. Future studies should consider conducting similar research in different types of companies for comparison of results with the aim of coming into consensus on the generalization of the results. Keywords: Outsourcing, in-housing development, telecommunication, core business activities.

Design Of Strategic Information System Blueprint With Enterprise Architecture Planning Method

The rapid and dynamic development of information technology in today's digital era has a significant impact on organizations in managing information and data. This also applies to universities that need to optimize data and information management in order to improve service quality and organizational performance. Therefore, it is necessary to design an appropriate and integrated strategic information system, which is able to support the decision-making process effectively and efficiently, as well as integrate various functions and processes in various organizational units on campus. Enterprise is a set of organizations that have several general goals / principles and / or a baseline. Higher education is one of the enterprises engaged in education. The increasing need for data and information in business functions carried out by a university is one of the drivers of the use of information systems in universities. Therefore, in this study will be designed on 3 (three) architectural models, namely data architecture, architecture, applications and technology architectures using the Enterprise Architecture Planning (EAP) method.

Competence-based appraisal of the quality of higher education using the importance-performance (IPMA) analysis

ABSTRACT The paper assesses the importance and performance of education service quality. Career preparation is a key part of the school experience. Thus, the study conducted an importance-performance analysis with career preparation as the key variable of interest. A survey instrument was used to collect responses at a Canadian University (N = 394), and the data were analyzed with PLS-SEM. Findings indicate that assessment and service quality are less critical in developing core competencies (and preparing students for their future careers). Relationship quality, however, is essential in developing these competencies, but the performance was low in the IPMA. Thus, universities should enhance this weakness to improve graduates’ employability. The indicator variable level analysis enables more managerial action. A contribution is made to an understudied area of education research that focuses upon students as the products, not just the customers, of higher educational institutions.

Performance-Power Tradeoff in Heterogeneous SaaS Clouds With Trustworthiness Guarantee

Software-as-a-service (SaaS) clouds grow dramatically due to cost-effectiveness, availability, and flexibility. Quality of service (QoS) and power, which represent performance and cost, respectively, are conflicting yet critical issues in the service scheduling of SaaS clouds, and some researchers have investigated the tradeoff between them. However, existing works do not involve QoS attacks in which untrusted service providers provide fake QoS values to absorb service requests, resulting in lower user experience and system profits. In this paper, we jointly consider the QoS performance, queue congestion, and energy consumption to formulate the performance-power tradeoff while considering QoS attacks. To address this NP scheduling problem, we propose a Lyapunov-based decomposition strategy that converts the original problem into three equivalent subproblems. By aggregating the solving strategies for the three subproblems, we develop the online service selection and trustworthiness management algorithm that optimizes the performancepower tradeoff while resisting QoS attacks. In addition, a light-weighted trustworthiness management strategy is designed to update trustworthiness values without storing large amounts of past information. Mathematical analyses and simulations demonstrate that our proposed control framework realizes detection and resistance of QoS attacks and a <inline-formula xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink"><tex-math notation="LaTeX">$[O(1 / V), O(V)]$</tex-math></inline-formula> tradeoff between performance and power with a performance-power tradeoff parameter V.

Service Quality Assessment of Retail Pharmacies in Balingasag, Misamis Oriental Based on Hybrid AHP-RSQ Model

The number of retail pharmacies in Balingasag, Misamis Oriental have increased due to the promising economic development of the municipality. Despite customers having wide alternative options to choose, service quality-implementation by respective pharmacies have perhaps executed inconsistently leading to a poor outlook of the stores service. The main objective of this study is to assess the service quality and performance efficiency of pharmacies surrounding the central area of the municipality of Balingasag using Analytical Hierarchy Process (AHP). We discuss in this paper the analysis of criterion prioritization through expert judgments, identify retail pharmacies with high and low performance efficiency of service quality. Criteria considered in formulating the AHP architecture is based on the retail service quality scale of Dabholkar et al. (1996) including workplace hygiene, understanding, accessibility, reliability, guidance, policy, and problem – solving. Based on experts’ judgments using pairwise comparison, different performance indicators have been evaluated: the most prioritized criterion among the seven (7) criteria is ‘problem-solving’ with a criterion weight of 0.22 while the least prioritized criterion is ‘accessibility’ with a criterion weight of 0.05. Empirical evaluation integrated with the obtained criterion weights showed that among ten (10) retail pharmacies; nine (9) pharmacies have good performance quality, while the remaining pharmacy have an acceptable performance in service quality implementation. The result of this study gives emphasis that ‘problem-solving’ criterion in the implementation of service quality should be strengthened by retail pharmacies to subsequently improve its service quality performance and competitive positioning.

Technology Adoption, Human Resource Management Strategies and Employee Satisfaction in the Hospitality Industry in Malaysia

Human resource management strategies in the hospitality industry remain critical area of study; nonetheless, it has become an integral part of people’s daily lives. ICT and by extension IMT are everywhere with major economic sectors adopting the technique to enhance their operations. The purpose of this study was to investigate the role of hospitality human resource management strategies in enhancing competitiveness through customer satisfaction in Malaysia with a focus on five 5-star hotels in Kuala Lumpur. The study aimed at investigating how IMT enhanced consumer product awareness, service quality, and employee performance toward customer satisfaction. The study mostly used open-ended questionnaires administered to 91 participants who involved employees and customers of the 5 hotels. Quantitative data was analyzed descriptively using Excel and presented through charts and narrative form. The response rate was 84%. Findings from the study indicated that product awareness, service quality, and employee performance enhance customer satisfaction within the hotel sector. The study recommended that managers in the hospitality sector design better ways of using IMT to ensure competitive advantage. Suggestions are made on further research should focus on the role played by IMT in enhancing customer preference and buying behaviours, using in-depth approaches in other service sub-sectors like tour operators and travel agents. Keywords: Human Resource Management, Employee Satisfaction, Hospitality Industry, HRM Strategies, Malaysia