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Establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in Malaysia

The competitive business landscape surrounding the tourism industry inevitably requires significant attention to be placed on maximising the customer base towards establishing a competitive advantage. In this vein, the use of customer accounting has emerged to be a source of crucial information...

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Main Authors: Majeed Abdulhameed Yasir,, Amizawati Mohd Amir,, Ruhanita Maelah,, Amirul Hafiz Mohd Nasir,
Format: Article
Language:English
Published: Penerbit Universiti Kebangsaan Malaysia 2020
Online Access:http://journalarticle.ukm.my/16742/1/43939-141179-1-PB.pdf
http://journalarticle.ukm.my/16742/
https://ejournal.ukm.my/ajac/issue/view/1350
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spelling my-ukm.journal.167422021-06-08T02:43:22Z http://journalarticle.ukm.my/16742/ Establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in Malaysia Majeed Abdulhameed Yasir, Amizawati Mohd Amir, Ruhanita Maelah, Amirul Hafiz Mohd Nasir, The competitive business landscape surrounding the tourism industry inevitably requires significant attention to be placed on maximising the customer base towards establishing a competitive advantage. In this vein, the use of customer accounting has emerged to be a source of crucial information about the customers, which they could assist the management in decision making, managing, and controlling the operation and in turn improve the organisational performance. Considering that, this study aims to articulate and examine the relationships between customer accounting, customer knowledge, and performance. Based on a survey administered to 112 hotel managers, the practice information was collected and analysed using partial least square (PLS). Findings show that among the four dimensions of Customer Accounting, Customer Profitability Analysis, Valuation of Customer as Assets, and Customer Equity Analysis relate significantly to Customer Knowledge, except for the Lifetime Customer Profitability Analysis. Subsequently, only Customer Profitability Analysis and Valuation of Customer as Assets significantly influenced performance. The finding suggests that the adoption of Customer Accounting consisting of combined data about customers may assist the hotels in making decisions to improve their performance. Given that, this study highlighted an accounting technique, that is, Customer Accounting which should be practised by the operators of Malaysian hotels to allow them to manage their customers better, and which is the determinant toward ensuring business success and sustainability. Penerbit Universiti Kebangsaan Malaysia 2020 Article PeerReviewed application/pdf en http://journalarticle.ukm.my/16742/1/43939-141179-1-PB.pdf Majeed Abdulhameed Yasir, and Amizawati Mohd Amir, and Ruhanita Maelah, and Amirul Hafiz Mohd Nasir, (2020) Establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in Malaysia. Asian Journal of Accounting and Governance, 14 . pp. 1-12. ISSN 2180-3838 https://ejournal.ukm.my/ajac/issue/view/1350
institution Universiti Kebangsaan Malaysia
building Tun Sri Lanang Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Kebangsaan Malaysia
content_source UKM Journal Article Repository
url_provider http://journalarticle.ukm.my/
language English
description The competitive business landscape surrounding the tourism industry inevitably requires significant attention to be placed on maximising the customer base towards establishing a competitive advantage. In this vein, the use of customer accounting has emerged to be a source of crucial information about the customers, which they could assist the management in decision making, managing, and controlling the operation and in turn improve the organisational performance. Considering that, this study aims to articulate and examine the relationships between customer accounting, customer knowledge, and performance. Based on a survey administered to 112 hotel managers, the practice information was collected and analysed using partial least square (PLS). Findings show that among the four dimensions of Customer Accounting, Customer Profitability Analysis, Valuation of Customer as Assets, and Customer Equity Analysis relate significantly to Customer Knowledge, except for the Lifetime Customer Profitability Analysis. Subsequently, only Customer Profitability Analysis and Valuation of Customer as Assets significantly influenced performance. The finding suggests that the adoption of Customer Accounting consisting of combined data about customers may assist the hotels in making decisions to improve their performance. Given that, this study highlighted an accounting technique, that is, Customer Accounting which should be practised by the operators of Malaysian hotels to allow them to manage their customers better, and which is the determinant toward ensuring business success and sustainability.
format Article
author Majeed Abdulhameed Yasir,
Amizawati Mohd Amir,
Ruhanita Maelah,
Amirul Hafiz Mohd Nasir,
spellingShingle Majeed Abdulhameed Yasir,
Amizawati Mohd Amir,
Ruhanita Maelah,
Amirul Hafiz Mohd Nasir,
Establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in Malaysia
author_facet Majeed Abdulhameed Yasir,
Amizawati Mohd Amir,
Ruhanita Maelah,
Amirul Hafiz Mohd Nasir,
author_sort Majeed Abdulhameed Yasir,
title Establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in Malaysia
title_short Establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in Malaysia
title_full Establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in Malaysia
title_fullStr Establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in Malaysia
title_full_unstemmed Establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in Malaysia
title_sort establishing customer knowledge through customer accounting in tourism industry: a study of hotel sector in malaysia
publisher Penerbit Universiti Kebangsaan Malaysia
publishDate 2020
url http://journalarticle.ukm.my/16742/1/43939-141179-1-PB.pdf
http://journalarticle.ukm.my/16742/
https://ejournal.ukm.my/ajac/issue/view/1350
_version_ 1702170871472324608
score 13.211869

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