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Accessing hotel responsiveness towards guest's email query: cases in Malaysia

Information Technology (IT) has given tremendous positive effects in hospitality industry. It’s the most powerful weapon for hoteliers in order to stay competitive nowadays. One of the examples of technology that hit the hospitality world is e-mail. This study focused on three to five star hotels li...

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Main Authors: Anuar, Jazira, Jusoff, Kamaruzaman, Mahamed Ali, Faliza, Saien, Sairah, Md. Zaini, Zetty Madina, Khalid, Khazainah, Musa, Mushaireen
Format: Article
Language:English
Published: IDOSI Publications 2011
Online Access:http://psasir.upm.edu.my/id/eprint/37445/1/Accessing%20hotel%20responsiveness%20towards%20guest%27s%20email%20query%20cases%20in%20Malaysia.pdf
http://psasir.upm.edu.my/id/eprint/37445/
https://www.idosi.org/wasj/wasj12(SSTE)2011.htm
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spelling my.upm.eprints.374452020-07-06T03:39:33Z http://psasir.upm.edu.my/id/eprint/37445/ Accessing hotel responsiveness towards guest's email query: cases in Malaysia Anuar, Jazira Jusoff, Kamaruzaman Mahamed Ali, Faliza Saien, Sairah Md. Zaini, Zetty Madina Khalid, Khazainah Musa, Mushaireen Information Technology (IT) has given tremendous positive effects in hospitality industry. It’s the most powerful weapon for hoteliers in order to stay competitive nowadays. One of the examples of technology that hit the hospitality world is e-mail. This study focused on three to five star hotels listed by the Ministry of Culture, Arts & Tourism of Malaysia that provide e-mail as a medium of communication and internet activity for its online patrons. Actual e-mail was sent to hotels asking for room availability, special room rate and facilities at the hotel. The implementation of technology in relation to customer service which is guest’s e-mail queries still remains unknown although technology initiation can be considered successful among hotels in Malaysia. As hoteliers, do they answer the guest’s e-mail queries promptly, politely and professionally? IDOSI Publications 2011 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/37445/1/Accessing%20hotel%20responsiveness%20towards%20guest%27s%20email%20query%20cases%20in%20Malaysia.pdf Anuar, Jazira and Jusoff, Kamaruzaman and Mahamed Ali, Faliza and Saien, Sairah and Md. Zaini, Zetty Madina and Khalid, Khazainah and Musa, Mushaireen (2011) Accessing hotel responsiveness towards guest's email query: cases in Malaysia. World Applied Sciences Journal, 12. pp. 14-18. ISSN 1818-4952; ESSN: 1991-6426 https://www.idosi.org/wasj/wasj12(SSTE)2011.htm
institution Universiti Putra Malaysia
building UPM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Putra Malaysia
content_source UPM Institutional Repository
url_provider http://psasir.upm.edu.my/
language English
description Information Technology (IT) has given tremendous positive effects in hospitality industry. It’s the most powerful weapon for hoteliers in order to stay competitive nowadays. One of the examples of technology that hit the hospitality world is e-mail. This study focused on three to five star hotels listed by the Ministry of Culture, Arts & Tourism of Malaysia that provide e-mail as a medium of communication and internet activity for its online patrons. Actual e-mail was sent to hotels asking for room availability, special room rate and facilities at the hotel. The implementation of technology in relation to customer service which is guest’s e-mail queries still remains unknown although technology initiation can be considered successful among hotels in Malaysia. As hoteliers, do they answer the guest’s e-mail queries promptly, politely and professionally?
format Article
author Anuar, Jazira
Jusoff, Kamaruzaman
Mahamed Ali, Faliza
Saien, Sairah
Md. Zaini, Zetty Madina
Khalid, Khazainah
Musa, Mushaireen
spellingShingle Anuar, Jazira
Jusoff, Kamaruzaman
Mahamed Ali, Faliza
Saien, Sairah
Md. Zaini, Zetty Madina
Khalid, Khazainah
Musa, Mushaireen
Accessing hotel responsiveness towards guest's email query: cases in Malaysia
author_facet Anuar, Jazira
Jusoff, Kamaruzaman
Mahamed Ali, Faliza
Saien, Sairah
Md. Zaini, Zetty Madina
Khalid, Khazainah
Musa, Mushaireen
author_sort Anuar, Jazira
title Accessing hotel responsiveness towards guest's email query: cases in Malaysia
title_short Accessing hotel responsiveness towards guest's email query: cases in Malaysia
title_full Accessing hotel responsiveness towards guest's email query: cases in Malaysia
title_fullStr Accessing hotel responsiveness towards guest's email query: cases in Malaysia
title_full_unstemmed Accessing hotel responsiveness towards guest's email query: cases in Malaysia
title_sort accessing hotel responsiveness towards guest's email query: cases in malaysia
publisher IDOSI Publications
publishDate 2011
url http://psasir.upm.edu.my/id/eprint/37445/1/Accessing%20hotel%20responsiveness%20towards%20guest%27s%20email%20query%20cases%20in%20Malaysia.pdf
http://psasir.upm.edu.my/id/eprint/37445/
https://www.idosi.org/wasj/wasj12(SSTE)2011.htm
_version_ 1672612192936001536
score 13.211869

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