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All Journal Jurnal Dakwah Tabligh AT-TABSYIR: Jurnal Komunikasi Penyiaran Islam Jurnal Minds:Manajemen Ide dan Inspirasi Isamic Communication Journal NUANSA: Jurnal Penelitian Ilmu Sosial dan Keagamaan Islam INJECT (Interdisciplinary Journal of Communication) Al-I´lam: Jurnal Komunikasi dan Penyiaran Islam Sebatik Al-Hikmah Jurnal Jurnalisa : Jurnal Jurusan Jurnalistik Al-Din: Jurnal Dakwah dan Sosial Keagamaan Proceedings of The International Conference on Social and Islamic Studies Jurnal Indonesia Sosial Sains
Qudratullah, Qudratullah
Institut Agama Islam Negeri (IAIN) Bone
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Journal : Jurnal Minds:Manajemen Ide dan Inspirasi

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An Exploratory Study On Service Quality Infrastructure In Malaysian Hotels Qudratullah Qudratullah; Ikmal Abd Malik; Azrin Abdul Razak; Grace Derioh
Jurnal Minds: Manajemen Ide dan Inspirasi Vol 10 No 1 (2023): June
Publisher : Management Department, Universitas Islam Negeri Alauddin Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24252/minds.v10i1.33219

Abstract

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.
Co-Authors Adawiyah, Radiatul Ayu Wulandari Azrin Abdul Razak Febriyanti Nurgahayu Grace Derioh Hartina Fattah Ikmal Abd Malik Najamuddin Najamuddin Nor Aswinda Nur Afiq Nur Nurmalia Nurmalia Nurul Fitrianti Rasmi Rasmi, Rasmi Rosniar Syam Syukur