Effect of INTQUAL and Employees’ Relation towards Muslim Friendly Hotels

Journal of ASIAN Behavioural Studies Pub Date : 2022-04-30 DOI:10.21834/jabs.v7i21.408

Nik Izzul Islam, Rasidah Hamid, Mohd Hanafi Azman Ong, M. Habib

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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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INTQUAL与员工关系对穆斯林友好型酒店的影响

对穆斯林友好型产品和服务的需求日益增长，促使马来西亚的酒店经营者提供更多的穆斯林友好型酒店服务，以满足穆斯林游客的需求。然而，先前的研究表明，家政服务人员与客人之间仍然缺乏一致性，这损害了家政服务人员的服务绩效。扩大对提高MFH服务绩效的讨论是至关重要的。我们对吉隆坡和雪兰莪的390名MFH员工的信息进行了定量收集，并使用结构方程建模和偏最小二乘分析来查看这些信息。关键词:服务质量内部度量(INTQUAL);员工的关系;服务性能;穆斯林友好酒店。eISSN 2514-7528©2022。作者。英国e-国际出版社出版。这是一篇基于CC BY-NC-ND许可(http://creativecommons.org/licenses/by-nc-nd/4.0/)的开放获取文章。由马来西亚环境行为研究人员协会(AMER)和马来西亚玛拉理工大学建筑环境学院环境行为研究中心(cE-Bs)负责的同行评审。DOI: https://doi.org/10.21834/jabs.v7i21.408

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Journal of ASIAN Behavioural Studies

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