Author

  • Muhammad Ilhamuddin Arsad

    • Faculty of Law, Governance and International Relations, Islamic University of Melaka, Malaysia
    • Malaysia

  • Marina Abdul Manap

    • Faculty of Law, Governance and International Relations, Islamic University of Melaka, Malaysia
    • Malaysia

  • Nur Rabiatul Adawiyah Abdul Rahman

    • Faculty of Law, Governance and International Relations, Islamic University of Melaka, Malaysia
    • Malaysia

Abstract

This study investigates the relationship between service quality, management practices, and customer loyalty in Malacca's hospitality sector, focusing on the legal implications for hospitality service providers. By surveying university students, this research identifies key aspects of customer satisfaction and explores the role of compliance with hospitality laws in shaping perceptions and loyalty. Quantitative analysis of the data reveals significant trends regarding the intersection of service quality and legal standards, offering insights for both policymakers and hospitality operators. The findings suggest that adherence to legal standards, combined with a focus on service quality can significantly enhance customer satisfaction and loyalty. The research concludes by proposing actionable recommendations for both hospitality operators and regulatory bodies to ensure improved service quality and legal compliance.

Keywords

References

  • Abbass, F. A. (1991). Management challenges: A worldwide perspective. Management Decision, 29(6).
  • Amani, D. (2024). How do COVID-19 preventive measures build corporate reputation: Focus on the hospitality industry in Tanzania. International Hospitality Review, 38(1), 182-200.
  • Anca, C. Y., Oana, A. G., Ovidiu, I. C., Monica, M. & Hugues, S. (2023). The digital traveler: implications for data ethics and data governance in tourism and hospitality. Journal of Consumer Marketing, 40(2), 155-170.
  • Cristian, M. & John, T. B. (2018). Analytic perspectives on online purchasing in hotels: a review of literature and research directions. International Journal of Contemporary Hospitality Management, 30(1), 557-580.
  • Filippo, G. & Daniele, S. (2021). Tourism, economic growth, and sustainability in the Mediterranean region. In Tourism in the Mediterranean Sea: An Italian Perspective, 129-142.
  • Fojt, M. (1995). Strategies for service quality. Journal of Services Marketing, 9(3), 1-72.
  • Fojt, M. (1996). Managing change in the workplace. Management Decision, 34(5), 1-68.
  • Georgios, I. Z. (2003). MNEs, globalization, and digital economy: legal and economic aspects. Managerial Law, 45(1/2), 1-296.
  • Grace, T. R. & Chia-Chi, S. (2009). Factors influencing satisfaction and loyalty in online shopping: an integrated model. Online information review, 33(3), 458-475.
  • Graham, L. B., Janet, R. M., Beverley, A. S., Nerina, L. J. & Dieter, Z. (2010). Service encounter needs theory: A dyadic, psychosocial approach to understanding service encounters. In Emotions and Organizational Dynamism, 6, 221-258.
  • Hendra, O., Kurnianto, B. & Endrawijaya, I. (2024). Collaborative governance for aviation approved training organization: an adapted model for multi-stakeholder collaboration. Higher Education, Skills and Work-Based Learning, 14(2), 418-434.
  • Katherine, T. S. & Yu-Shan, H. (2023). A shift in corporate prioritization of CSR issues. Corporate Communications: An International Journal, 28(1), 68-85.
  • Lee, P. & Venkateshwaran, N. (2022). Readdressing accountability for occupational health and safety in a pandemic era. Meditari accountancy research, 31(1), 78-100.
  • Madhavi, P., Ashraf, M. S., Jane, A. & Seraphim, A. (2024). YouWalk-YouReclaim: a co-assessment approach for active university campus environments. Smart and Sustainable Built Environment.
  • Mehta, R., Singh, M. A., Hussain, S., Gavinolla, R M. & Mohanty, P. (2022). ‘How are we surviving the pandemic, COVID-19?’: perspectives from hospitality industry workers in Australia. In The Emerald Handbook of Destination Recovery in Tourism and Hospitality, 285-298.
  • Morris, C. J. (2000). Work futures. Management Research News, 23(9/10/11), 1-170.
  • Nazan, C., Denitsa, D. & Xiaoming, L. (2022). “Building back better”: the impact of the COVID-19 pandemic on the resilience of the hospitality and tourism industries. International Journal of Contemporary Hospitality Management, 34(11), 4103-4122.
  • Osman, I., Junid, J., Ali, H., Buyong, Z. S., Syed Marzuki, S. Z. & Othman, N. (2024). Consumption values, image, and loyalty of Malaysian travellers towards Muslim-friendly accommodation recognition (MFAR). Journal of Islamic Marketing, 15(3), 682-719.
  • Paul, A. P. (2018). A History of the FTC’s Bureau of Economics. In Healthcare Antitrust, Settlements, and the Federal Trade Commission (pp. 143-343). Emerald Publishing Limited.
  • Raksmey, S. & Pei-Chun, L. (2021). Do expectations towards Thai hospitality differ? The views of English vs Chinese-speaking travellers. International Journal of Culture, Tourism and Hospitality Research, 15(1), 43-58.
  • Ratnawati, A., Cokrohadisumarto, W. M. & Kholis, N. (2021). Improving the satisfaction and loyalty of BPJS healthcare in Indonesia: a Sharia perspective. Journal of Islamic Marketing, 12(7), 1316-1338.
  • Ozturkcan, S. & Okan, Y. E. (2018). Marketing management in Turkey. Emerald Publishing Limited.
  • Siu-Kam, J. L., Pimtong, T. & Wing-Sze, L. T. (2024). Impact of customers' needs on online information search of upscale restaurant attributes and customer satisfaction. British Food Journal, 126(3), 941-964.
  • Sobari, N., Kurniati, A. & Hardius, U. (2022). The influence of Islamic attributes and religious commitments toward halal wellness services customer satisfaction and loyalty. Journal of Islamic Marketing, 13(1), 177-197.
  • Syed, Z. A., Norita, A. & Avraam, P. (2019). Measuring service quality and customer satisfaction of the small-and-medium-sized hotels (SMSHs) industry: lessons from United Arab Emirates (UAE). Tourism Review, 74(3), 349-370.
  • Urumsah, D. (2015). Factors influencing consumers to use E-services in Indonesian airline companies. In E-services Adoption: Processes by firms in developing nations, 23, 5-254.
  • Wills, G., Kennedy, H. S., Cheese, J. & Rushton, A. (1990). Maximizing marketing effectiveness. Management Decision, 28(2).
  • Zakaria, E. & Esraa, F. Y. (2022). A systematic and critical review of Internet of Things in contemporary hospitality: a roadmap and avenues for future research. International Journal of Contemporary Hospitality Management, 35(2), 533-562.

Downloads

No downloads have been recorded for this article yet. Figures appear here once readers begin downloading the full text.

How to Cite

Arsad, M. I., Abdul Manap, M., & Abdul Rahman, N. R. A. (2024). Evaluating the Impact of Hospitality Service Quality on Legal Compliance and Customer Loyalty: A Case Study in Malacca. Information Management and Business Review, 16(4(I), 18-26. https://doi.org/10.22610/imbr.v16i4(I).4252

Share this article

License

Copyright (c) 2024 Muhammad Ilhamuddin Arsad, Marina Abdul Manap, Nur Rabiatul Adawiyah Abdul Rahman (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team  edits and formats manuscripts to bring uniformity and standardization in published material.

This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.

Keywords

Section

Research Paper

Published in

Vol. 16 No. 4(I) (2024) Cybercrime Awareness, Financial Wellbeing & Age-Friendly Cities View issue contents

Published

2024-12-26

Submissions

Have research to publish? Information Management and Business Review welcomes submissions.

Make a Submission