Tipping Practices, Employee Motivation and Service Delivery Performance among 4 and 5-star Hotel Employees in Pulau Pinang

Nurnadhirah Zahari; Zulhan Othman; Nor Adila Kedin; Azdel Abdul Aziz; Mohd Faeez Saiful Bakhtiar

doi:10.22610/imbr.v17i4(I).4512

Author

Nurnadhirah Zahari
- Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam, Malaysia
- Malaysia
Zulhan Othman
- Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Pulau Pinang, Malaysia
- Malaysia
Nor Adila Kedin
- College of Computing, Informatics and Mathematics, Universiti Teknologi MARA Selangor, Shah Alam, Malaysia
- Malaysia
Azdel Abdul Aziz
- Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam, Malaysia
- Malaysia
Mohd Faeez Saiful Bakhtiar
- Faculty of Hotel and Tourism Management, Universiti Teknologi MARA Selangor, Puncak Alam, Malaysia
- Malaysia

Abstract

Tipping is a prevalent phenomenon that is best understood as a result of various cultural norms and payment practices. The anticipation of receiving the tips is considered work motivation; it acts as a catalyst for employees to elevate their service delivery. While it may a common for others, tipping is not customary among Malaysians. This paper examined the interconnection between tipping, employee motivation, and service delivery performance within the 4 and 5-star hotels in Pulau Pinang, Malaysia. Using a quantitative research approach, a total of 348 usable responses (collected among F&B employees) were retrieved for analysis. The findings revealed a significant positive relationship between all tested variables and employee motivation fully mediates the relationship between tipping practices and service delivery performance. The outcome from this study is hoped to provide valuable insights for academicians into consumer behavior and cultural practices, while offering the hotel industry strategies to improve the service delivery performance.

Keywords

References

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Zahari, N., Othman, Z., Kedin, N. A., Abdul Aziz, A., & Bakhtiar, M. F. S. (2025). Tipping Practices, Employee Motivation and Service Delivery Performance among 4 and 5-star Hotel Employees in Pulau Pinang. Information Management and Business Review, 17(4(I), 10-18. https://doi.org/10.22610/imbr.v17i4(I).4512

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Tipping Practices, Employee Motivation and Service Delivery Performance among 4 and 5-star Hotel Employees in Pulau Pinang

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