【正文】 on by 2020 (The Star, 20 March 2020). The main concern for the Malaysian Association of Hotels (MAH) for year 2020 was the issue of recognition of hotel workers as professionals. The Malaysian Association of Hotels Training and Education Centre is now working towards promoting regular training and enhancing training programmes for hotel workers so that they would be recognized as professionals and increase the service quality (The Star, 25 March 2020). Hotel Classification Historically, hotel classification systems were formed to ensure safe and reliable lodging and food for travelers at a time when very few such trustworthy establishments existed. In the past fifty years, hospitality has reached the status of a mature industry with the unprecedented growth of international tourism. As a result, the focus 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). 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。 Akbar, Abdolali Khatibi。馬來西亞旅游人數(shù)從 2020年的 1329 萬下降至 2020 年的 1058 萬（跌幅 %），但即使如此，跌幅仍小于其周 邊國家如新加坡和印尼。此外，由于馬來西亞國家銀行過去幾年 對保持美元的匯率政策，原本較弱的馬來西亞貨幣在使境外旅游更加昂貴的同時，使境內(nèi)旅游更為便宜方面已成為一個積極的因素。 2020 年行業(yè)銷售增長，但在 2020 年經(jīng)歷了大幅度下降，該行業(yè)競爭激烈，尤其是隨著越來越多的飯店開業(yè)。此外， 2020 年 1 月吉隆坡飯店的平均入住率為 61%（ The Star， ），到 2020 年馬來西亞的旅客人數(shù)預(yù)計將增加 %至 1430 萬（ The Star,）。在過去五十多年里，國際旅游產(chǎn)業(yè)接待已經(jīng)發(fā)展到了一個成熟的地位，因此，飯店的分類系統(tǒng)的重點已經(jīng)從保護(hù)消費者轉(zhuǎn)變?yōu)橄M信息了。RA）（ 2020）的調(diào)查研究顯示，星級是最廣泛使用的圖形符號。馬來西亞飯店的分類是按照文化、藝術(shù)和旅游部門的權(quán)威文化所進(jìn)行的，包括政府官員和非政府組織如飯店協(xié)會，旅游經(jīng)營商協(xié)會和其他相關(guān)政府機(jī)構(gòu)（ WTO 和 IHamp。無日期）。主辦單位提供優(yōu)厚的和完美的面對面的交流。通過比較，客戶將評估他們得到的服務(wù)與他們期望的服務(wù)的質(zhì)量，因此，服務(wù)質(zhì)量在整體的增值經(jīng)驗中發(fā)揮了關(guān)鍵作用。這些變化帶來的最重要的一項是在服務(wù)方面的支出增長速度。廣泛的 服務(wù)定義建議，作為決定提供是否無形的關(guān)鍵因素就是服務(wù)（ Ze