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

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 [Final Year Project Report] (Unpublished)

[img] PDF
Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia - 24 pgs.pdf

Download (841kB)
[img] PDF (Please get the password from ACADEMIC REPOSITORY UNIT, ext: 082-583913/ 082-583914)
Challenges, Strategies And Training Experience Of Providing Service Quality In A Selected Hotel In Penang, Malaysia.pdf
Restricted to Registered users only

Download (846kB)

Abstract

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.

Item Type: Final Year Project Report
Additional Information: Project Report (BSc.) -- Universiti Malaysia Sarawak, 2020.
Uncontrolled Keywords: challenges, strategies and training experience, service quality, hotel in Penang, service delivery, competitive hotel industry, customer satisfaction, unimas, university, universiti, Borneo, Malaysia, Sarawak, Kuching, Samarahan, ipta, education, undergraduate, , research, Universiti Malaysia Sarawak.
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HD Industries. Land use. Labor
Divisions: Academic Faculties, Institutes and Centres > Faculty of Cognitive Sciences and Human Development
Depositing User: Gani
Date Deposited: 20 Oct 2020 08:31
Last Modified: 20 Oct 2020 08:31
URI: http://ir.unimas.my/id/eprint/32240

Actions (For repository members only: login required)

View Item View Item