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All Journal Jurnal Minds:Manajemen Ide dan Inspirasi Al-Din: Jurnal Dakwah dan Sosial Keagamaan
Azrin Abdul Razak
UNITAR International University
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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SERVICE QUALITY INFRASTRUCTURE OF TRAVEL AGENCIES IN MALAYSIA Azrin Abdul Razak; Ikmal Malik; Grace Derioh; Sitti Ulfa Rani
Al-Din: Jurnal Dakwah dan Sosial Keagamaan Vol 8, No 2 (2022): AL-DIN: Jurnal Dakwah dan Sosial Keagamaan
Publisher : Institut Agama Islam Negeri Bone

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30863/ajdsk.v8i2.3820

Abstract

Any service organisation's success hinges on the quality of its services. The Malaysian tourism industry's rapid growth has forced travel firms to recognise the necessity of service enhancement to achieve a competitive advantage. The study adopted experimental techniques in achieving its aim to completely comprehend the processes and systems that relate to travel agency service and quality management practices. From a list of travel agencies in Kuala Lumpur, Malaysia's capital city, 100 were chosen. Primary data was gathered through a survey questionnaire, while secondary data was gathered through websites and brochures from organisations. The result of the study shows that the monitoring infrastructure was ranked first among the four functions tested to determine the level of infrastructure support for delivering quality service in a travel agency, followed by the design function, the marketing function, and the customer service function. The study findings will be helpful to travel agencies and other tourism-related businesses to determine service quality and develop acceptable quality perception metrics in the context of services.Keywords: Service Quality, Travel Agency, Tourism Management
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 Grace Derioh Ikmal Abd Malik Ikmal Malik Qudratullah, Qudratullah Sitti Ulfa Rani