An Exploratory Study On Service Quality Infrastructure In Malaysian Hotels

Qudratullah, Qudratullah
Malik, Ikmal Abd
Razak, Azrin Abdul
Derioh, Grace

Jurnal Minds: Manajemen Ide dan Inspirasi
Vol 10 No 1 (2023): June

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.