Internal measurement of service quality and employees’ relation in Muslim friendly hotels

Azhan Fadzil, Nik Izzul Islam and Fuad, Asyraff (2025) Internal measurement of service quality and employees’ relation in Muslim friendly hotels. Journal of Contemporary Tourism and Hospitality, 1 (1). pp. 195-206. E-ISSN 3122-6744

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Abstract

The increasing demand for Muslim-friendly hotels (MFHs) in Malaysia requires a deeper understanding of the factors driving service performance. While external factors are well-studied, internal dynamics are less understood. This study addresses this gap by integrating the Internal Measurement of Service Quality (INTQUAL) model with employee relations to predict service performance from the employee perspective. A quantitative survey of 390 MFH employees was analyzed using PLS-SEM. The findings revealed that the model explained 72% of the variance in service performance. Both INTQUAL dimensions (management expectation, β = 0.258; service reliability, β = 0.259) and employee relations (superior's influence, β = 0.184; coworker's influence, β = 0.215) were significant positive predictors.

Item Type:	Article (Journal)
Uncontrolled Keywords:	Employees’ Relations; Internal Measurement of Service Quality (INTQUAL); Muslim Friendly Hotels; Service Performance
Subjects:	G Geography. Anthropology. Recreation > G Geography (General) > G156.5.S87 Sustainable tourism
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Sustainable Tourism and Contemporary Languages
Depositing User:	DR. NIK IZZUL ISLAM FADZIL
Date Deposited:	03 Nov 2026 12:22
Last Update:	03 Nov 2026 12:22
Queue Number:	2026-10-Q5954
URI:	http://irep.iium.edu.my/id/eprint/132398
Indexed In:	Google Scholar

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