外文翻譯---服務(wù)質(zhì)量：對馬來西亞豪華飯店的研究-文庫吧
2025-04-17 09:26 本頁面
【正文】 s of hotel classification systems has shifted from consumer protection to consumer information. Presently, standardization and petitive marketing of hotel services to foreign customers and tourist professionals have appeared as driving forces for instituting a local or national hotel classification system (WTO and IHamp。RA, 2020). According to a research study by World Tourism Organization (WTO) and International Hotel amp。 Restaurant Association (IHamp。RA) (2020), the most widely used graphical symbol in hotel classification is the star. The classification systems are mostly set up by the countries’ governments, and the Tourism Board and establishments are only consulted. Subsequently, they are adopted into the Tourism Law, the State Constitution or regional constitutions. In Malaysia, the official hotel classification system is enforced by Ministry of Culture, Arts and Tourism Malaysia and it is a mandatory system. It is necessary for a hotel to be classified before it can obtain license/ permission/ registration to operate. The classification authority in Malaysia is a panel set up under the Ministry of Culture, Arts and Tourism Malaysia, which consists of ministry officials and members from nongovernmental organizations, such as hotel associations, tour operator associations and other relevant government agencies (WTO and IHamp。RA, 2020). There are two hotel classification schemes, namely the Star Rating (from one to fivestar), and the Orchid Rating (from one to threeorchid). The Ministry of Culture, Arts and Tourism Malaysia introduced the Orchid Classification Scheme in order to acmodate those hotels such as beds and breakfast, inns, boarding houses, rest houses and lodging houses, which do not qualify for any Star Rating (Ministry of Culture, Arts and Tourism Malaysia, no date). In this research, focus was given to the luxury hotels. Only those hotels rated fourstar (4S) or fivestar (5S) were included in the research study. Influence of Service Quality in Hospitality King (1995) mentioned that hospitality in the mercial setting is a specific kind of relationship between individuals, which in this context is the hospitality service provider and customer. In this relationship, the host understands the needs and wants of the customer, which give pleasure to the customer and enhance his or her wellbeing and fort. The host will deliver with generous and flawless facetoface interactions. The objective is to enhance guest satisfaction and develop repeat business. Kandampully (2020) revealed that service quality is crucial to the success of any service organization. As the customers participate in the production and consumption of services, they interact closely with various aspects of the organization. This inside knowledge gives them the opportunity to assess critically the services provided, in particular the quality of service. Customers will assess service quality by paring the service they get with the service they desire. Hence, service quality plays a critical role in adding value to the overall service experience. Since superior quality is one of the crucial factors within the control of the hospitality service provider, Lee, Barker, amp。 Kandampully (2020) suggested that enhancing the quality of service at all levels of service delivery has therefore bee mandatory for organization survival. The purpose of this study is therefore to assess the expectations and the perceptions of service quality dimensions in Malaysia’s luxury hotels from the hotel customers’ perspective by applying a modified version of the SERVQUAL model (Parasuraman, Zeithaml, and Berry, 19
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