Enhancing Service Quality through Employee Knowledge in the Tourism Industry
The tourism industry plays a crucial role in Malaysia's economy, driving long-term growth and development. To deliver high-quality customer experiences, the industry must consider numerous factors, including the level of knowledge of its employees. This study explores the relationship between k...
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Faculty of Cognitive Sciences and Human Development, Universiti Malaysia Sarawak (UNIMAS)
2023
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Online Access: | http://ir.unimas.my/id/eprint/41951/4/Enhancing%20Service%20-%20Copy.pdf http://ir.unimas.my/id/eprint/41951/ https://publisher.unimas.my/ojs/index.php/JCSHD/article/view/5406 https://doi.org/10.33736/jcshd.5406.2023 |
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my.unimas.ir.419512023-06-06T02:23:41Z http://ir.unimas.my/id/eprint/41951/ Enhancing Service Quality through Employee Knowledge in the Tourism Industry Emirudziawati, Juni Ida Juliana, Hutasuhut BF Psychology The tourism industry plays a crucial role in Malaysia's economy, driving long-term growth and development. To deliver high-quality customer experiences, the industry must consider numerous factors, including the level of knowledge of its employees. This study explores the relationship between knowledge and service quality in the context of tourist guides working in the Southwest Sarawak (Kuching), Central Sarawak (Sibu) and Northeast Sarawak (Miri) regions. The study was conducted using a stratified random sampling method, and data was collected through a survey questionnaire. The data was analysed using Structural Equation Modeling techniques, and the findings indicated a significant relationship between knowledge and various service quality dimensions, including reliability, assurance, tangibles, empathy, and responsiveness. The study aims to inform the development of effective policies and programmes by the Ministry of Tourism and its agencies and to provide a foundation for future research on the Malaysian tourism industry. Faculty of Cognitive Sciences and Human Development, Universiti Malaysia Sarawak (UNIMAS) 2023-03-31 Article PeerReviewed text en http://ir.unimas.my/id/eprint/41951/4/Enhancing%20Service%20-%20Copy.pdf Emirudziawati, Juni and Ida Juliana, Hutasuhut (2023) Enhancing Service Quality through Employee Knowledge in the Tourism Industry. Journal of Cognitive Sciences and Human Development, 9 (1). pp. 176-192. ISSN 2550-1623 https://publisher.unimas.my/ojs/index.php/JCSHD/article/view/5406 https://doi.org/10.33736/jcshd.5406.2023 |
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BF Psychology Emirudziawati, Juni Ida Juliana, Hutasuhut Enhancing Service Quality through Employee Knowledge in the Tourism Industry |
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The tourism industry plays a crucial role in Malaysia's economy, driving long-term growth and development. To deliver high-quality customer experiences, the industry must consider numerous factors, including the level of knowledge of its employees. This study explores the relationship between knowledge and service quality in the context of tourist guides working in the Southwest Sarawak (Kuching), Central Sarawak (Sibu) and Northeast Sarawak (Miri) regions. The study was conducted using a stratified random sampling method, and data was collected through a survey questionnaire. The data was analysed using Structural Equation Modeling techniques, and the findings indicated a significant relationship between knowledge and various service quality dimensions, including reliability, assurance, tangibles, empathy, and responsiveness. The study aims to inform the development of effective policies and programmes by the Ministry of Tourism and its agencies and to provide a foundation for future research on the Malaysian tourism industry. |
format |
Article |
author |
Emirudziawati, Juni Ida Juliana, Hutasuhut |
author_facet |
Emirudziawati, Juni Ida Juliana, Hutasuhut |
author_sort |
Emirudziawati, Juni |
title |
Enhancing Service Quality through Employee Knowledge in the Tourism Industry |
title_short |
Enhancing Service Quality through Employee Knowledge in the Tourism Industry |
title_full |
Enhancing Service Quality through Employee Knowledge in the Tourism Industry |
title_fullStr |
Enhancing Service Quality through Employee Knowledge in the Tourism Industry |
title_full_unstemmed |
Enhancing Service Quality through Employee Knowledge in the Tourism Industry |
title_sort |
enhancing service quality through employee knowledge in the tourism industry |
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Faculty of Cognitive Sciences and Human Development, Universiti Malaysia Sarawak (UNIMAS) |
publishDate |
2023 |
url |
http://ir.unimas.my/id/eprint/41951/4/Enhancing%20Service%20-%20Copy.pdf http://ir.unimas.my/id/eprint/41951/ https://publisher.unimas.my/ojs/index.php/JCSHD/article/view/5406 https://doi.org/10.33736/jcshd.5406.2023 |
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