Service delivery system practices in Malaysian hotel operations: An exploratory study

A hotel’s service delivery system is unique because it produces products as well as services. Prior research in this area is still scarce especially in the context of the Malaysian service industry. This paper investigates the extent of service delivery system practices in Malaysia’s hotels. In doing so, a questionnaire was sent to all 474 star-rated hotels in Malaysia. A response rate of 19% was received. By using factor analysis and descriptive statistics, the results indicated that the extent of hotel service delivery system could be measured by the following seven dimensions – new products/services, customer participation, hotel operations layout, push/pull orientation, level of standardisation, use of Information Technology (IT), and human resource specialisation. Furthermore, on each dimension, managers of hotels perceived that their hotels had high introduction of products/services, high customer participation for service adaptation, mixed operations layout, pull orientation, high standardisation of processes, high use of IT for cost reduction, and low human resource specialisation

The Consequences Of Service Operations Practice And Service Responsiveness On Hotel Performance: Examining Hotels In Malaysia.

Hotel-hotel di Malaysia perlu meningkatkan prestasi organisasi mereka. Pertama, keperluan untuk meningkatkan prestasi hotel adalah disebabkan oleh faktor-faktor luaran dalam sektor hospitaliti yang mengalami persaingan yang amat sengit Hotels in Malaysia need to improve their organizational performance. Firstly, the urge to improve the hotel performance is due to the external factors in the current hospitality environments, which characterized by intense competitio

Managing Halal certification supply chain: Determinants success factors framework for a hotel performance

Muslims are obliged to follow Shariah Laws which require them to consume the Halal food and products.One of the ways to authenticate the Halalness of food is through the Halal certification.This certification system can guide Muslims in making decision for certain products and services without hesitation.Because of the demand for halal products and services is very promising, more and more companies are starting to certify their products and services.This demand is also true to one of the largest Malaysia's contributors to the national economy - hotel industry.The Halal certified food can give an extra edge to the industry in luring not only the local tourists but also the international tourists as well. Despite the increase in demand for certification, the statistics released by JAKIM in 2017 showed that there were only 442 certified Halal hotel out of 4661 hotels in Malaysia.This could be due to numerous challenges faced by companies in obtaining the certification.One of the main challenges of obtaining the certification is due to the lack of understanding of the Halal certification process itself.Hence, this paper attempts to introduce a determinant success factors framework of Halal certification supply chain related to the hotel industry.A quantitative study was adopted to achieve the objective.The findings revealed the determinants factors.This framework can be used for hotels to improve their understanding as well as their initiatives in obtaining the Halal certification

Impact of service strategy on customer satisfaction of the rail management in Malaysia

This paper project is evaluates the level of customer satisfaction among the Malayan railways KTMB passengers. The factors with to evaluate the level of customer satisfaction are the on-line services, fare charging practices, customer services and advertisement.The dependent variable which measured is customer satisfaction. A quantitative approach with a multiple regression analysis was deployed to study the relationship between the independent variables and dependent variable. The factors such as the fare charging practices and customer services though show a positive relationship with customer satisfaction, but the relationship is not significant. However, the passengers are very concern about the on-line services, and advertisement used to communication with them to improve the on-line services, and advertisement in other deliver customer satisfaction continuously

Assessing email responsiveness: The case of hotels in Malaysia

The advancement of Information Technology (IT) has given tremendous effects on hotel industry.IT has been perceived as the competitive weapon to survive in the intense competition in the hotels business. As a result, in 2003, 63% of hotels listed by the Ministry of Culture, Arts and Tourism of Malaysia provided their e-mail as a medium of communication for its online patrons.Despite the successful technology initiation among hotels in Malaysia, the effectiveness of implementation of technology in relation to customer service still remains unknown.Do these hoteliers responsively reply the customer e-mail? The aim of the study is to investigate the quality aspect of the online customer service in Malaysian hotel industry. In 2004, 200 hotels with the e-mail addresses were sent a typical room query and their responses were recorded to examine their e-mail quality.Even though, the hotels performed well for each quality variable, the overall finding showed that the chance that a guest would receive a quality reply was only at 12 out of 200 or 6%.Practical and theoretical contributions are also discussed in this paper

The Mediating Role of Quality Leadership in Lean Practices and GLCs Performance

Lean practices are expected to eliminate wastes and consequently increase the bottom line profit of an organization. The benefits not only go to the organization, but also to the customers as well. The government-linked companies (GLCs) are always known for their big-sized establishment. Hence, managing the resources of the GLCs is very challenging. Therefore, investigating the leanness of Malaysian GLCs, and how lean practices affect the organizational performance are important. This paper would examine the relationship of lean and performance of the GLCs in Malaysia. A total of 281 managers in the GLCs were surveyed. The direct relationship and mediation effects were analysed using the Partial Least Square (PLS) structural equation modelling. The findings showed that the level of leanness was relatively high among the GLCs, while the lean management practice was significantly related to the organizational performance. The quality leadership partially mediates the relationship between lean practices and organizational performance. The findings suggest that lean practices are critical for the GLCs performance, while quality leadership is significant in order these companies to have better performance. The findings can also be applied to other organizations as well

Issues and challenges of intelligent transportation systems to road users in Malaysia

The research aim to discuss the issues and challenges of Intelligent Transportation Systems (ITS) to road users in Malaysia.ITS bring significant improvement in transportation system performance, including reduced congestion, increased safety and traveller convenience.The goal of intelligent transportation systems is to improve the effectiveness, efficiency, and safety of the transportation system.Effective deployment of ITS technologies depends in part on the knowledge of which technologies will most effectively address the issues of congestion and safety.Thus, it is important to understand the benefits of both existing and emerging technologies. This paper identifies the issues and challenges ITS to road users in Malaysia.Actually, ITS give many impact to road users and also to transportation system in Malaysia.In conclusion, Intelligent Transportation System (ITS) is a broad range of diverse technologies, including information processing, communications, control and electronics, which, when applied to the transportation system, can save time, money and lives.Besides that, ITS can be used to manage congestion in Malaysia, enhance safety and help road users to solve their problem such as congestion

Business process reengineering: Is it relevant to the Islamic banks?

The emergence trends and the changing behavior of customers have led to the evolution of the Islamic finance. This has put high pressures for the Islamic banks to be competitive.The focus is no longer on cutting costs alone, but simultaneously improving services to customers. Owing to this fact, most banks have given special attention to the “processes” which able to produce values to the customers. One of the popular management tool, Business Process Reengineering (BPR), has been widely applied particularly in the manufacturing industries towards gaining significant improvement in organizational performances. Nevertheless, there is still lack of thorough empirical evidence of BPR impact on performance in Islamic bank services.It is still unsure whether BPR relevant and meaningful in enhancing the banks performance. Hence, this paper aims to explore the applications of the BPR factors in the Islamic banks and assess the effects towards the bank performance. Survey has been conducted on all banks and financial companies applied Islamic banking in Malaysia.The study received 65.6% feedback and successfully collected to be analyzed. . The overall result shows that the BPR factors and IT capability are able to influence overall performance of Islamic banking in Malaysia. However, for individually, the analysis using multiple regression analysis indicates that only Strategy alignment, Management Commitment, Information Technology (IT) Investment, Process redesign and Less Bureaucratic Structure have significant impact to performance of Islamic banking in Malaysia.The study provides meaningful insight for policy makers, banks practitioners and academicians on the bank performance enhancement