Effect of INTQUAL and Employees’ Relation towards Muslim Friendly Hotels
Article Sidebar
Main Article Content
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.
Article Details
License
Copyright (c) 2022 Nik Izzul Islam, Rasidah Hamid, Mohd Hanafi Azman Ong, Md. Mamun Habib
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
References
Ahmat, N.H.C, Ridzuan, A.H.A, Din, N., Zainol, N., & Razali, M.A. (2015). Syariah Compliant Hotel: The Concept and Practices. Journal of Tourism, Hospitality & Culinary Arts, 7(2).
Albattat, A., Ahmad Pitra, J., Mahendran, N. A. P., & Azmi, A. (2018). The Impact of Service Quality on Muslim Customers in Shariah Compliant Hotel. Journal of Tourism, Hospitality and Environment Management, 3(8), 1-14.
Aryee, S. (2016). Workplace family resources and service performance: The mediating role of work engagement. Africa Journal of Management, 2(2), 138-165.
Biggs, D. M., Baker, S., & Swailes, S. (2016). The measurement of worker relations: the development of a threecomponent scale. Leadership and Organization Development Journal, 37(1), 2-12.
Brooke, C. (2022). Why Strong Employee/Employer Relationship is Important and How to Achieve This? Business 2 Community. https://www.business2community.com/strategy/strong-employeeemployer-relationship-importantachieve-0876781/
Bruning, S.D. and Ledingham J.A. (1999). Relationships between organizations and publics: Development of a multi-dimensional organization-public relationship scale. Public Relations Review, 25 (2), 157-170.
Chen, Z. (2018). A Literature Review of Team-Member Exchange and Prospects. Journal of Service Science and Management, 11, 433-454.
Crandall, R. & Perrewe, L. (2005). Employee relation strategies: A Handbook. Taylor & Francis.
Caruana, A. and Pitt, L. (1997). INTQUAL—An Internal Measure of Service Quality and the Link between Service Quality and Business Performance. European Journal of Marketing, 31, 604-616.
Chiaburu, D. S., & Harrison, D. A. (2008). Do peers make the place? Conceptual synthesis and meta-analysis of coworker effects on perceptions, attitudes, O.C.B.s, and performance. Journal of Applied Psychology, 93(5), 1082–1103.
Cross, D. (1973). The Worker Opinion Survey: a measure of shop floor satisfaction. Journal of Occupational Psychology, 47(3/4), 193-208.
Dansereau, F., Graen, G., & Haga, W. (1975), A vertical dyad approach to leadership within formal organizations, Organizational Behaviour and Human Performance, 13, 46-78.
Dedeog lu, B. B., & Demirer, H. (2015). Differences in service quality perceptions of stakeholders in the hotel industry. International Journal of Contemporary Hospitality Management, 27(1), 130–146.
Dessler, G. (2004). Management: Principle and Practices for Tomorrow’s Leaders, 3rd Edition. Person Education, Inc.
García-Buades, E., Martinez-Tur, V., Ortiz, S., & Peiro, J. (2016). Engaged teams deliver better service performance in innovation climates. European Journal of Work and Organizational Psychology, 1-16.
Gennard, J. & Judge, G. (2002). Employee Relations (third edition). Chartered Institute of Personnel and Development.
Hair, J., Hult, G., Ringle, C., et al. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLSSEM). 2nd Edition. Sage Publications.
Hameed, A., & Amjad, S. (2009). Impact of office design on employees' productivity: A case study of Abbotttabad, Pakistan banking organizations. Journal of Public Affairs, Administration and Management, 3(1).
Hanafi, H., & Ibrahim, S. (2018). Impact of Employee Skills on Service Performance. International Journal of Science and Research (IJSR).
Henderson, J. C. (2010). Sharia-Compliant Hotels. Tourism and Hospitality Research, 10(3), 246–254.
Henseler, J., Ringle, C.M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance based structural equation modeling. Journal of the Academy of Marketing Science, 43, 115-135.
Hoang, T.P. (2016). Factors Affecting Performance Enhancing Customer Service in Vietnamese Businesses in The Competition and Integration Trend. European Journal of Business and Social Sciences. 4(10), 16–26.
Ilgen, D. R., & Hollenbeck, J. R. (1991). The structure of work: Job design and roles. Handbook of industrial and organizational psychology, 165–207.
Islamic Tourism Centre. (2020). Islamic Tourism Centre of Malaysia. http://www.itc.gov.my.
Jais, A.S. & Marzuki, A. (2018). Proposing a Muslim-Friendly Hospitality Regulatory Framework Using Systems Approach. Proceedings of the 2nd Mini Symposium on Islamic Tourism 19th - 20th April 2018 Putrajaya Malaysia. Organized by the Islamic Tourism Centre (I.T.C.), Ministry of Tourism and Culture Malaysia.
Kram, K. E., & Isabella, L. A. (1985). Mentoring alternatives: The role of peer relationships in career development. Academy of Management Journal, 28(1), 110–132.
Kusluvan, S., Kusluvan, Z., Ilhan, I., & Buyruk, L. (2010). The human dimension: A review of human resources management issues in the tourism and hospitality industry. Cornell Hospitality Quarterly, 51(2), 171–214.
Madlock, P.E. & Booth-Butterfield, M (2012). The influence of relational maintenance strategies among coworkers. Journal of Business Communication, 49(1), 21–47.
Major, D., Kozlowski, S.W., Chao, G., & Gardner, P. A. (1995). Longitudinal Investigation of newcomer expectations, early socialization outcomes, and the moderating effects of role development factors. Journal of Applied Psychology, 80(3), 418-431.
Mike, L. (2008). Employer-employee relations. Edinburgh Business School. Edinburgh: Heriot-Watt University.
Mukhles M.A. (2016) Employees’ perspectives of service quality in hotels. Research in Hospitality Management, 6(2), 189-194.
Narangajavana, Y., & Hu, B. (2008). The relationship between the hotel rating system, service quality improvement, and hotel performance changes: A canonical analysis of hotels in Thailand. Journal of Quality Assurance in Hospitality & Tourism, 9(1), 34–56.
Naseem, A., Ejaz, S., & Malik, K. P. (2011). Improvement of hotel service quality: An empirical research in Pakistan. International Journal of Multidisciplinary Sciences and Engineering, 2(5), 52–56.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple- Item Scale for measuring consumer perceptions of service quality. Journal of retailing.
Putit, L., M. Muda, A. N. Mahmood, N. Z. A.Taufek, and N. Wahib. (2016). Linking ‘Halal’ Friendly Hotel Attributes and Customer Satisfaction: The Islamic Tourism Sector. Journal of Emerging Economies and Islamic Research, 4.
Rauch, D. A., Collins, M. D., Nale, R. D., & Barr, P. B. (2015). Measuring service quality in mid-scale hotels. International Journal of Contemporary Hospitality Management,27(1), 87–106.
Razak, N. A. A., Yusof, R. N. R., & Aziz, Y. A. (2019). Challenges in Implementing Muslim Friendly Hospitality Services (MFHS) in Shariah-Compliant Hotels in Malaysia. International Journal of Academic Research in Business and Social Sciences, 9(10), 67–72.
Redmond, B. (2013). Lesson 5: Equity theory: Is what I get for my work fair compared to others? Work attitudes and motivation. The Pennsylvania State University World Campus.
Salleh, N.Z.M, (2015). Establishing Shariah-compliance hotel characteristics from a Muslim needs perspective. Theory and Practice in Hospitality and Tourism Research. Taylor & Francis Group.
Samori, Z., Rahman, F.A., & Zahari, M.S.M. (2017). Conceptual Framework for Shari’ah Governance with Special Reference to the Muslim Friendly Hotel Sector in Malaysia. Country Experiences in Economic Development, Management and Entrepreneurship, 717-731.
Shafaei, F., & Mohamed, B. (2015). Malaysia’s branding as an Islamic tourism hub: An assessment. Journal of Society and Space, 11(1), 97 - 106.
Shaharuddin, N.A., Kassim, S., Yusof, A.M., Bakar, N.A., & Talib, N.A.C. (2018). The Customer’s Perception towards Shariah-Compliant Hotel in Malaysia. International Journal of Academic Research in Business and Social Sciences, 8(15), 109–130.
Struthers, C.W., Dupuis, R. & Eaton, J. (2005). Promoting forgiveness among coworkers following a workplace transgression: the effects of social motivation training. Canadian Journal of Behavioral Science, 37(4), 299–308.
Wech, B.A., Kennedy, K.N. & Deeter-Schmelz, D.R. (2009). A multi-level analysis of customer contact teams. Journal of Services Marketing. 23(6), 436-448.
Xie, Z., Wu, N., Yue, T., Jie, J., Hou, G., & Fu, A. (2020). How Leader-Member Exchange Affects Creative Performance: An Examination From the Self-Determination Theory Perspective. Frontiers in psychology.
Xu, Y., & Yeh, C.H. (2014). A performance-based approach to project assignment and performance evaluation. International Journal of Project Management, 32(2), 218 - 228.
Yusof, A.T. (2020). 42 hotels recognised as syariah-compliant to attract more Muslim tourists. News Straits Times. https://www.nst.com.my/news/nation/2020/09/621681/42-hotels-recognised-syariah-compliant-attract-moremuslim-
tourists.
Zailani, S., Din, S., & Wahid, N. (2006). The Effect of Internal Measures of Service Quality On Business Performance: A Case of Hotel Industry in Malaysia. Universiti Sains Malaysia.