Copyright (c) 2023 Qudratullah, Malik, Razak, Derioh (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
An Exploratory Study on Service Quality Infrastructure in Malaysian Hotels
Corresponding Author(s) : Qudratullah Qudratullah
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.
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