Customer behavioral intention: Influence of service delivery failures and perceived values in Malay restaurants / Zulhan Othman, Salleh Mohd Radzi and Mohd Hafiz Mohd Hanafiah

Undeniable that to be successful, restaurant industry must have the ability to deliver satisfying experiences to customers. Most successful restaurants compete on the basis of their ability to delivery superior and unexceptional service. Nevertheless, even in the luxurious restaurant with the best customer-oriented strategic plans, immaculate service delivery cannot be assured. Service delivery failures, in fact, can make restaurants out of business by neglecting the cause of failure. Apart from that, it is contended that customers who had a bad experience will still revisit and remain loyal to the restaurants that have positive perceived values. Thus, this study empirically investigates the influence of service delivery failures, perceived values and customer behavioral intention in Malay restaurants. It is structured according to a quantitative investigation among restaurant customers who had visited and experienced service delivery failures when dining at pre-identified Malay restaurants in Klang Valley

Hotel internet marketing channels and purchase decision / Amirul Muidz Amrahi and Salleh Mohd Radzi

This paper aims to investigate the relationship between hotel internet marketing channels and customer purchase decision of 5star hotels in Kuala Lumpur. A quantitative approach used in this paper where instrumentation design was based on previous research methodology. Questionnaires were distributed to all 5 star hotels in Kuala Lumpur official Facebook fan page using an online survey provider. From the findings, it was found that there is a significant relationship between hotel internet marketing channels and purchase decision. This paper only focused on 5 star hotels in Kuala Lumpur, and it is suggested that the study could be conducted covering all 5star hotels in Malaysia for a better scenario of the industry

Perceived Destination Competitiveness of Langkawi Island, Malaysia

AbstractRepeat visitors and holidays at a destination and are a stable market for a destination. For a destination to be the competitiveness of the tourism destination is compatible shows, attract visitors, increase tourism spending and provide them with a memorable experience satisfaction. However, despite the rapid development in this industry, the Perceived destination competitiveness, tourist satisfaction, tourism images and travel revisit intentions of tourists to Langkawi have yet to be discovered for future strategic development of Langkawi. To bridge the gap, this opportunity based study investigates the relationship between perceived destination competitiveness tourist satisfaction, and travel revisits intention and its relationships are hypothesised to be mediated by the threefold tourist images that are operationalised by tourist satisfaction, commitment and loyalty. This study develops these ideas by generating responses to build an assessment of the relative importance and show the tourist revisit intentions to Langkawi

Perceived destination competitiveness of Langkawi Island: an evaluation / Zaliha Zainuddin, Salleh Mohd Radzi and Mohd Salehuddin Mohd Zahari.

Destination competitiveness has become a critical issue and creates increasingly challenging in tourism market. A successful tourism destination should embrace an integrated approach towards the many components of the tourism system and competitive advantage of a destination is closely relates to the quality of the products offered, which means the tourist satisfaction that experienced at the destination. This research note discussed the tourism destination competitiveness and highlight Langkawi Island as one of competitive tourism destination in Malaysia. These early finding indicated that the Key Success Factors and Perceived Destination Competitiveness are significant with experience investigate the travel revisit intentions to this destination

Adaptive reuse of historical buildings and local residents’ actual visitation / Adlin Baizura Ariffin…[et al.]

Heritage tourism is one of the fastest growing components of tourism due to its ability to attract millions of international tourists and contribute billions of dollars to the host country. There are numbers of studies looking at the heritage tourism, mainly focusing on motivation, visitation behaviour, perceptions, appreciation, awareness and sustainability based on the public and architectural perspective. However, there is still lack of study looking at the influence of adaptive reuse of historical buildings toward the local resident’s actual visitation. Thus, to understand the phenomenon and filling the study gaps, this research note reviews the literatures, uplifting the issues in the proposed study contextual setting and developing the framework

A preliminary study on the benefits of loyalty programs in Malaysian city hotels / Jazira Anuar, Norzuwana Sumarjan and Salleh Mohd Radzi

Hotels spend millions of dollars annually to grant benefits to their loyal members. However, despite having a huge portion of invest-ment on this loyalty program benefits, the effectiveness of such pro-grams in delivering benefits to members is still questionable. In-depth interviews of 14 hotel executives from either Front Office or Marketing department were primarily conducted to explore hotel’s benefit structures. The taxonomical benefits offered by six city hotel loyalty programs were compared and summarized. The transcripts and tapes derived from the interviews were analyzed, coded and summarized into categories. The findings were structurally com-pared. Findings revealed that although these six city hotels sharing the same thirteen core benefits, but each hotel is trying very hard to differentiate themselves from their competitors. It is beneficial for hoteliers in improving their current loyalty programs or designing new loyalty programs for their hotel. Uniquely, this study provides benefit taxonomy summary of the six city hotel loyalty programs in Malaysia and compares the benefits categorized into three levels: core benefits, partially common benefits and individual benefits

Institutional Sustainability of Malaysian Homestays: Government Perspective

Institutional sustainability issues within the Malaysian homestays product over the last 30 years include lack of governance and leadership issues. This research intends to test the relationship between three institutional sustainability indicators namely; flexibility, self-organization, and power-sharing against homestay sustainability from the government perspective. The concept of homestay sustainability and stakeholder theory underpins this study. Survey questionnaires were collected from 115 government officials to fill out based on a five-point Likert scale. The sampling strategy is convenience sampling, and the data was analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM) approach. The findings of the study confirm the significant relationship between flexibility, self-organization and power-sharing and homestay sustainability

Institutional sustainability of Malaysian homestays : government perspective / Ann Selvaranee Balasingam…[et al.]

Institutional sustainability issues within the Malaysian homestays product over the last 30 years include lack of governance and leadership issues. This research intends to test the relationship between three institutional sustainability indicators namely; flexibility, self-organization, and power-sharing against homestay sustainability from the government perspective. The concept of homestay sustainability and stakeholder theory underpins this study. Survey questionnaires were collected from 115 government officials to fill out based on a five-point Likert scale. The sampling strategy is convenience sampling, and the data was analyzed using Partial Least Square Structural Equation Modeling (PLS-SEM) approach. The findings of the study confirm the significant relationship between flexibility, self-organization and powersharing and homestay sustainabilit

Hotel website dimension: Analyzing customers’ preferences / Azdel Abdul Aziz... [et al.]

The revolutionary of technology in this modern era is explicitly giving significant impacts to hotel industry and hotel website is use as part of for marketing and business purposes. Various attributes and dimensions have developed through the hotel website. This study is empirically investigates the most important hotel website dimensions to be considered in relation to the international tourists’ preferences. The hotel website dimensions are measured through two categories of variables which are website interactivity and website information. Sample of 400 foreign tourists at Kuala Lumpur International Airport were selected. The most important dimension that attracts online purchasing was selected throughout the study. The study also concluded that website information was the most important variables in hotel website dimension. Practically, this research has shown the importance of understanding in choosing the best and appropriate website dimension to encourage customer to purchase via online

The corporate social responsibility overview.

Corporate Social Responsibility (CSR) is a tool for companies to show their commitment towards social issues when the corporate involvement could strengthen the continuity and company’s operation while at the same time to show their existence in the community. Essentially, CSR is corporate involvement in social activities in which their role is very important to improve the quality of social life in terms of education, health and environmental sustainability