Factors influencing patrons’ tipping practice at 5-star hotels in Kuala Lumpur, Malaysia / Mohammad Hafizi Md Rus...[et al.]

Md Rus, Mohammad Hafizi and Zain, Razlan Adli and Abdul Patah, Mohd Onn Rashdi and Zainal Abidin, Izhar Hafifi and Mohd Radzi, Salleh (2017) Factors influencing patrons’ tipping practice at 5-star hotels in Kuala Lumpur, Malaysia / Mohammad Hafizi Md Rus...[et al.]. Journal of Tourism, Hospitality & Culinary Arts, 9 (2). pp. 1-16. ISSN 2590-3837

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Abstract

This study investigates the factors influencing tipping practice in Kuala Lumpur 5-star hotels. Experienced customers of five star rated hotels were targeted in this investigation by focusing on two sub-dimensions of service component which are personal and professional dimensions. Service charges and good and service tax has been added in most premises bills raises question on why people tip. This study reports upon a study of 400 hotel customers. Using survey data, results indicated that professional aspect play the important role in tipping practice. The findings showed that the culture of tipping do exist in Malaysia especially in the city of Kuala Lumpur and this study contributes to the expansions of literature on tipping practice.

Item Type: Article
Creators:
CreatorsEmail
Md Rus, Mohammad HafiziUNSPECIFIED
Zain, Razlan AdliUNSPECIFIED
Abdul Patah, Mohd Onn RashdiUNSPECIFIED
Zainal Abidin, Izhar HafifiUNSPECIFIED
Mohd Radzi, SallehUNSPECIFIED
Subjects: H Social Sciences > HD Industries. Land use. Labor > Service industries
H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Selangor > Puncak Alam Campus > Faculty of Hotel and Tourism Management (B)
Journal or Publication Title: Journal of Tourism, Hospitality & Culinary Arts
ISSN: 2590-3837
Volume: 9
Number: 2
Page Range: pp. 1-16
Official URL: http://www.jthca.org
Item ID: 19490
Uncontrolled Keywords: Service, patron, 5-star hotels, satisfaction, tipping practice
Last Modified: 12 Mar 2018 04:53
Depositing User: Perpustakaan Tun Abdul Razak UiTM Kampus Puncak Alam
URI: http://ir.uitm.edu.my/id/eprint/19490

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