Kerangka amalan terbaik penyampaian perkhidmatan pelanggan dalam kalangan pengusaha homestay di Malaysia
The Homestay program is one of the tourism forms that plays important role in bridging the economic gap, especially in rural communities. Most homestays in Malaysia are categorized as uncompetitive which are at a weak or moderate level. This is due, a reducing number of visitors staying at the ho...
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2022
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my-uthm-ep.84892023-04-02T00:55:12Z Kerangka amalan terbaik penyampaian perkhidmatan pelanggan dalam kalangan pengusaha homestay di Malaysia 2022-01 Abdul Mutalib, Siti Salwa HJ9103-9695 Local finance. Municipal finance Including the revenue, budget, expenditure, etc. of counties, boroughs, communes, municipalities, etc The Homestay program is one of the tourism forms that plays important role in bridging the economic gap, especially in rural communities. Most homestays in Malaysia are categorized as uncompetitive which are at a weak or moderate level. This is due, a reducing number of visitors staying at the homestays in several states. One of the problems identified is related to poor customer service that leads to customer dissatisfaction. Most studies have emphasized service quality, however, there are still limited studies on the aspect of customer service delivery homestays in Malaysia. Therefore, this study is aimed to develop a framework of customer service delivery best practices among homestay operators in Malaysia. The design of this research is mixed exploratory, which is a combination of qualitative and quantitative approaches. A total of nine experts were involved in this study and a thematic analysis was used to analyze the data. Furthermore, document analysis was conducted for data consolidation and subsequently implemented an expert agreement process. Then, a questionnaire was distributed to all the homestay operators in Malaysia to determine the suitability of the proposed domains and elements. All the responses were collected and analyzed using Principal Component Analysis (PCA) to determine the unidimensionality of the suggested domains and elements. This study found four important domains (customer relationship, skills, knowledge, attitude) and 18 derived elements that are unidimensional which are acceptable for the framework. The developed framework can be used as self-improvement guidelines for homestay operators and a reference for the development of training for homestay operators in Malaysia. 2022-01 Thesis http://eprints.uthm.edu.my/8489/ http://eprints.uthm.edu.my/8489/1/24p%20SITI%20SALWA%20ABDUL%20MUTALIB.pdf text en public http://eprints.uthm.edu.my/8489/2/SITI%20SALWA%20ABDUL%20MUTALIB%20COPYRIGHT%20DECLARATION.pdf text en staffonly http://eprints.uthm.edu.my/8489/3/SITI%20SALWA%20ABDUL%20MUTALIB%20WATERMARK.pdf text en validuser phd doctoral Universiti Tun Hussein Onn Malaysia Fakulti Pendidikan Teknikal dan Vokasional |
| institution |
Universiti Tun Hussein Onn Malaysia |
| collection |
UTHM Institutional Repository |
| language |
English English English |
| topic |
HJ9103-9695 Local finance Municipal finance Including the revenue, budget, expenditure, etc of counties, boroughs, communes, municipalities, etc |
| spellingShingle |
HJ9103-9695 Local finance Municipal finance Including the revenue, budget, expenditure, etc of counties, boroughs, communes, municipalities, etc Abdul Mutalib, Siti Salwa Kerangka amalan terbaik penyampaian perkhidmatan pelanggan dalam kalangan pengusaha homestay di Malaysia |
| description |
The Homestay program is one of the tourism forms that plays important role in
bridging the economic gap, especially in rural communities. Most homestays in
Malaysia are categorized as uncompetitive which are at a weak or moderate level.
This is due, a reducing number of visitors staying at the homestays in several states.
One of the problems identified is related to poor customer service that leads to
customer dissatisfaction. Most studies have emphasized service quality, however,
there are still limited studies on the aspect of customer service delivery homestays in
Malaysia. Therefore, this study is aimed to develop a framework of customer service
delivery best practices among homestay operators in Malaysia. The design of this
research is mixed exploratory, which is a combination of qualitative and quantitative
approaches. A total of nine experts were involved in this study and a thematic
analysis was used to analyze the data. Furthermore, document analysis was
conducted for data consolidation and subsequently implemented an expert agreement
process. Then, a questionnaire was distributed to all the homestay operators in
Malaysia to determine the suitability of the proposed domains and elements. All the
responses were collected and analyzed using Principal Component Analysis (PCA)
to determine the unidimensionality of the suggested domains and elements. This
study found four important domains (customer relationship, skills, knowledge,
attitude) and 18 derived elements that are unidimensional which are acceptable for
the framework. The developed framework can be used as self-improvement
guidelines for homestay operators and a reference for the development of training for
homestay operators in Malaysia. |
| format |
Thesis |
| qualification_name |
Doctor of Philosophy (PhD.) |
| qualification_level |
Doctorate |
| author |
Abdul Mutalib, Siti Salwa |
| author_facet |
Abdul Mutalib, Siti Salwa |
| author_sort |
Abdul Mutalib, Siti Salwa |
| title |
Kerangka amalan terbaik penyampaian perkhidmatan pelanggan dalam kalangan pengusaha homestay di Malaysia |
| title_short |
Kerangka amalan terbaik penyampaian perkhidmatan pelanggan dalam kalangan pengusaha homestay di Malaysia |
| title_full |
Kerangka amalan terbaik penyampaian perkhidmatan pelanggan dalam kalangan pengusaha homestay di Malaysia |
| title_fullStr |
Kerangka amalan terbaik penyampaian perkhidmatan pelanggan dalam kalangan pengusaha homestay di Malaysia |
| title_full_unstemmed |
Kerangka amalan terbaik penyampaian perkhidmatan pelanggan dalam kalangan pengusaha homestay di Malaysia |
| title_sort |
kerangka amalan terbaik penyampaian perkhidmatan pelanggan dalam kalangan pengusaha homestay di malaysia |
| granting_institution |
Universiti Tun Hussein Onn Malaysia |
| granting_department |
Fakulti Pendidikan Teknikal dan Vokasional |
| publishDate |
2022 |
| url |
http://eprints.uthm.edu.my/8489/1/24p%20SITI%20SALWA%20ABDUL%20MUTALIB.pdf http://eprints.uthm.edu.my/8489/2/SITI%20SALWA%20ABDUL%20MUTALIB%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/8489/3/SITI%20SALWA%20ABDUL%20MUTALIB%20WATERMARK.pdf |
| _version_ |
1776103358034083840 |