【正文】 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。 中文 3190字 標(biāo)題： Service Quality: A Study of the Luxury Hotels in Malaysia 原文： During 1997 until 2020, the Malaysian economy experienced slower growth as pared to previous years. This was due to global events such as the September 11 attacks, global economies slowdown, the Bali bombings, the Severe Acute Respiratory Syndrome (SARS), and bird flu. All this had caused a significant impact on the travel and tourism industry in Malaysia. The numbers of inbound and outbound tourists have been decreasing due to an avoidance of travel. Tourism arrivals to Malaysia dropped from million in 2020 to million in 2020 (fell by %). However this decrease was not as serious as those that were experienced by some of Malaysia’s neighboring countries like Singapore and Indonesia. This was perhaps due to the aggressive promotional activities by the Malaysia Tourism Promotion Board (Tourism Malaysia). Tourism Malaysia’s aggressive promotions and the economic relief package extended by the government to the players in the travel industry enabled the industry to recover quite well. The promotional efforts of Tourism Malaysia as well as Malaysia’s increasingly strong reputation as a center for international events, for example the OIC Conference, the F1 Grand Prix, etc., boosted the slow economy and ensure that the balance of tourism payments still remain positive. Furthermore, due to Bank Negara Malaysia’s policy on keeping the US$ peg for the past few years, the relatively weaker Malaysian currency has bee a positive factor for inbound tourism, while making outbound tourism more expensive. At the same time, domestic tourism has been steadily increasing over the period, rising 11% in 2020 to million trips. This is because Tourism Malaysia by carrying out programmes such as Cuticuti Malaysia that are aimed at encouraging domestic travel has undoubtedly contributed to the increase (Malaysia Tourism Promotion Board, 2020). However, the hospitality industry that was still experiencing severe oversupply and occupancy rates have been severely affected by the SARS and bird flu crisis. Industry sales grew in 2020 but experienced a drastic decrease in 2020. The industry was highly petitive especially with the opening of more hotels. The number of hotels supply has increased % and the number of hotel rooms supply has increased % from year 2020 to year 2020 (Malaysia Tourism Promotion Board, 2020). However, the year 2020 began on an encouraging and positive note. In January, Malaysia saw the arrivals of million tourists, which was the highest monthly arrival in the history of the industry (The Star, 20 March 2020). Furthermore, hotels in Kuala Lumpur recorded an average occupancy of 61% for January 2020 (The Star, 25 March 2020) and tourist arrivals to Malaysia are expected to increase by % to milli