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Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia

This study aims to explore the challenges, strategies and training experience of providing service quality in a selected hotel in Penang, Malaysia. By using a purposive sampling method, a total of three informants were obtained from a selected hotel in Penang, Malaysia. SKYPE was used as a tool for...

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Bibliographic Details
Main Author: Leow, Alicia Zhia Ling
Format: Final Year Project Report
Language:English
English
Published: Universiti Malaysia Sarawak (UNIMAS) 2020
Subjects:
H Social Sciences (General)
HD Industries. Land use. Labor
Online Access:http://ir.unimas.my/id/eprint/32240/1/Alicia.pdf
http://ir.unimas.my/id/eprint/32240/4/Alicia%20ft.pdf
http://ir.unimas.my/id/eprint/32240/
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spelling my.unimas.ir.322402023-11-23T06:39:27Z http://ir.unimas.my/id/eprint/32240/ Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia Leow, Alicia Zhia Ling H Social Sciences (General) HD Industries. Land use. Labor This study aims to explore the challenges, strategies and training experience of providing service quality in a selected hotel in Penang, Malaysia. By using a purposive sampling method, a total of three informants were obtained from a selected hotel in Penang, Malaysia. SKYPE was used as a tool for semi-structured interviews in data collection. The audio recordings were transcribed manually and the interview transcripts were analysed using thematic analysis. This study concluded that challenge, strategies and types of training were the important findings in influencing the service quality in a selected hotel. In conclusion, challenges or providing service quality are timely service delivery, competitive hotel industry and customer satisfaction. Next, strategies on providing service quality are develop employees to deliver service quality, hire the right employee and provide the needed support. Lastly, for training experience, there are in-house training, job shadowing and mentoring. Universiti Malaysia Sarawak (UNIMAS) 2020 Final Year Project Report NonPeerReviewed text en http://ir.unimas.my/id/eprint/32240/1/Alicia.pdf text en http://ir.unimas.my/id/eprint/32240/4/Alicia%20ft.pdf Leow, Alicia Zhia Ling (2020) Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia. [Final Year Project Report] (Unpublished)
institution Universiti Malaysia Sarawak
building Centre for Academic Information Services (CAIS)
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Malaysia Sarawak
content_source UNIMAS Institutional Repository
url_provider http://ir.unimas.my/
language English
English
topic H Social Sciences (General)
HD Industries. Land use. Labor
spellingShingle H Social Sciences (General)
HD Industries. Land use. Labor
Leow, Alicia Zhia Ling
Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia
description This study aims to explore the challenges, strategies and training experience of providing service quality in a selected hotel in Penang, Malaysia. By using a purposive sampling method, a total of three informants were obtained from a selected hotel in Penang, Malaysia. SKYPE was used as a tool for semi-structured interviews in data collection. The audio recordings were transcribed manually and the interview transcripts were analysed using thematic analysis. This study concluded that challenge, strategies and types of training were the important findings in influencing the service quality in a selected hotel. In conclusion, challenges or providing service quality are timely service delivery, competitive hotel industry and customer satisfaction. Next, strategies on providing service quality are develop employees to deliver service quality, hire the right employee and provide the needed support. Lastly, for training experience, there are in-house training, job shadowing and mentoring.
format Final Year Project Report
author Leow, Alicia Zhia Ling
author_facet Leow, Alicia Zhia Ling
author_sort Leow, Alicia Zhia Ling
title Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia
title_short Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia
title_full Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia
title_fullStr Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia
title_full_unstemmed Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia
title_sort challenges, strategies and training experience of providing service quality in a selected hotel in penang, malaysia
publisher Universiti Malaysia Sarawak (UNIMAS)
publishDate 2020
url http://ir.unimas.my/id/eprint/32240/1/Alicia.pdf
http://ir.unimas.my/id/eprint/32240/4/Alicia%20ft.pdf
http://ir.unimas.my/id/eprint/32240/
_version_ 1783883521267335168
score 13.211869

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