Comparative analysis of Islamic quality standard hotels in Malaysia and Indonesia

Othman, Nor Azlan; Gaffar, Vanessa; Setiyorini, Heri Puspito Diyah

doi:10.1504/ijimb.2017.10008831

Cited by 3 publications

(4 citation statements)

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“…Customers show cooperation and build good relationship with service providers if they are satisfied from the quality of service provided to them and vice versa [70][71][72][73]. Provision of good services ensure better relationships with the customers, leading to more loyalty and trust [25,[74][75][76]. Excellent quality customer service promotes customer satisfaction that strengthens the positive relationship between key stakeholders and customers [24,77].…”

Section: Quality Of Services and Customers Satisfactionmentioning

confidence: 99%

“…Ross [49] described product awareness as the presence of a product in the mind of the customers of a firm for a considerable amount of time. The higher the awareness of products and services, the higher the customer loyalty to the firm will be [13,25,99,100]. As a result, it gives a competitive advantage to the firm over its competitors [51].…”

Section: Product Awareness and Customer Loyaltymentioning

confidence: 99%

“…Thus, the firm enjoys more customers and sales, whereas the customers, in return, get a variety of products and services from a single source. Such setups promote brand awareness and induce loyalty in customers [25]. Brand awareness is the power of the existence of a brand in a customer's mind [26].…”

Section: Introductionmentioning

confidence: 99%

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Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions

et al. 2021

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This study examines the effects of quality of service, product awareness, and perceptions among customers of Islamic financial institutions (IFIs) on customer loyalty through technology integration using customer satisfaction as a mediator. A well-structured, comprehensive questionnaire was developed and data were collected from 203 respondents who were customers of six IFIs in Pakistan and had at least 2 years of experience in dealing confiorm this is correct with these IFIs. A total of 171 accurate responses were received from the respondents. Ten hypotheses were developed and statistically verified using regression and correlation analytical techniques. The results reveal that the quality of customer services and awareness of IFIs had a direct and positive relationship with customer loyalty, which in turn was mediated by customer satisfaction. Perceptions about IFIs had a direct positive relation with customer satisfaction. However, the relation of perceptions and quality of service with customer loyalty and satisfaction in financial institutions through technology integration was found to be insignificant, even in the presence of customer satisfaction as a mediator.

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Section: Quality Of Services and Customers Satisfactionmentioning

confidence: 99%

Section: Product Awareness and Customer Loyaltymentioning

confidence: 99%

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Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions

et al. 2021

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“…In Malaysian context, among the clauses related to the customer service quality in MS2610: 2015 Muslim-Friendly Hospitality Services are "to ensure tourism sector organisations and employees are trained, aware of Shariah needs and requirements" and also "to ensure that all legal requirements related to hospitality are fully observed" (Department of Standards Malaysia, 2015). While based on the seven levels of IQS rating, there are only two items that briefly touched on the aspect of customer service, namely "staff on duty 24 hours" and "staff gives good service to all customers" (Othman & Othman, 2012). Similarly, Salam Standard and Muslim-Friendly Accommodation Recognition (MFAR) by the Islamic Tourism Centre Malaysia also merely focus on physical facilities in their rating assessment given to hotels and accommodations (Salam Standard, 2021;Islamic Tourism Centre, 2024).…”

Section: Literature Review the Need For Muslim-friendly Customer Serv...mentioning

confidence: 99%

Ethics of Ikram al-Dayf for Quality Muslim-Friendly Hospitality Services

Kamri,

Sarif,

Ali

et al. 2024

Millah J. Rel. Stud.

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The purpose of this article is to explore the concept of ikram al-dayf and its potential to be adapted into the Muslim-friendly tourism and hospitality practices. This article also introduces a set of ethical values for honoring guests in reference to the concept of ikram al-dayf. The concept of ikram al-dayf is pertinent to improve the Muslim-friendly staffs’ knowledge and understanding on how they should treat their guests better, since their service quality especially related to customer service aspect is still questionable. The article in the beginning presents the Muslim-friendly tourism and hospitality industry scenario and its related standards to show the needs for quality Muslim-friendly guest service. Next, it describes the established dimensions of service quality (SERVQUAL) model. Third, it explains the concept of ikram al-dayf and its relationship to guest service quality. It is based primarily on evidence from the Qur’an and the hadith. Fourth, it inserts ethical values based on the concept of ikram al-dayf into the dimensions of SERVQUAL. Finally, it briefly outlines the importance of applying ikram al-dayf ethics to be applied in Muslim-friendly hospitality practices. The article highlighted four core ethical values, namely qawlan karima, amanah, ta’ awun and ihsan which need to be given special attention for the best quality of service. These four ethical values suit the four dimensions of service quality and can be applied in the guest service phases (pre-arrival, arrival, stay, and departure of guests). The findings can then be embedded in the existing SERVQUAL dimensions as an added value for the use of Muslim-friendly hospitality players. The appreciation of ikram al-dayf ethics is not merely meant to portray the beauty of Islamic morality but also to improve service quality and achieve higher customer satisfaction. Eventually, it will be a competitive advantage for Muslim-friendly hospitality services to attract more customers especially among Muslims guests.

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Islamic Hotel Indicators: A Bibliometric Study

Rusydiana Mr,

Hasib,

Rahayu

2021

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Comparative analysis of Islamic quality standard hotels in Malaysia and Indonesia

Cited by 3 publications

References 0 publications

Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions

Promoting Customer Loyalty and Satisfaction in Financial Institutions through Technology Integration: The Roles of Service Quality, Awareness, and Perceptions

Ethics of Ikram al-Dayf for Quality Muslim-Friendly Hospitality Services

Islamic Hotel Indicators: A Bibliometric Study

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