A correlational study of Malaysian hoteliers’ self-ratings of guest interaction skills and occupational self-efficacy before and after gamification experiences

• Main Authors: Abdulla, Nasiha, Abdul Latiff@Bapoo, Lili Suriani
• Format: Conference or Workshop Item
• Published: Kulliyyah of Languages & Management, IIUM Pagoh 2021
• Subjects: PE English
• Online Access: http://irep.iium.edu.my/94975/

Previous studies have reported issues and challenges faced by hospitality employees during guest-host interactions. While employees’ low proficiency in English has been reported to be a problem among Malaysian hoteliers, the hoteliers’ perceptions of their own guest interaction ability, or their occupational self-efficacy are yet to be explored and reported. Moreover, there is hardly any studies investigating the relationship between guest interaction skills and occupational self-efficacy of hoteliers, despite the prominent role self-efficacy plays in employees’ work performance. In this regard, this study attempts to explore Malaysian hoteliers’ perception of their guest interaction skills and occupational self-efficacy and if there is a correlation between the two. This study also investigated if there is any significant difference between hoteliers’ perception of their guest interaction skills and occupational self-efficacy after gamification experiences. Data from 173 hoteliers from a hotel in Selangor, Malaysia was obtained and analyzed through both correlational and quasi-experimental research design. Within the correlational research model, self-efficacy and guest interaction skills questionnaire were administered before and after the treatment. Within one-group pretest and posttest method, the same survey was administered to the 12 randomly selected participants after gamification treatment. The data was analyzed quantitatively using descriptive analysis, paired sample t-test and Pearson product moment correlation using SPSS version 26.0. The findings reveal a positive correlation between guest interaction skills and occupational self-efficacy before and after experiencing a series of ESP class with gamification. However, gamification was found to have a bigger impact on hoteliers’ self-ratings of their occupational self-efficacy than its effect on their guest interaction skills after the treatment. The findings have positive implications for employment of gamification as an instructional strategy in