Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies

Quality assurance is fundamental to all business activities in the tourism sector as it is advantageous to market recognition and competitiveness. Awareness of the importance of quality assurance certifications is already in place in Malaysia however it is still under-researched. Thus, this study ai...

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Main Authors:	Saad, Mazni, Mohamad Ali, Afiza, Ismail, Zahid, Mohd Arop, Nor Hafizah, Baharudin, Noor Zaleha
Format:	Article
Language:	English
Published:	Eurasia Business and Economics Society 2019
Subjects:	TX901 Hotels, clubs, restaurants, etc. Food service
Online Access:	http://irep.iium.edu.my/76895/ http://irep.iium.edu.my/76895/ http://irep.iium.edu.my/76895/1/Oct2019_29th%20EBES%20Conference%20-%20Lisbon%20Proceedings%20Vol.3%20%28excerpt%29.pdf

id	iium-76895
recordtype	eprints
spelling	iium-768952019-12-19T04:53:41Z http://irep.iium.edu.my/76895/ Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies Saad, Mazni Mohamad Ali, Afiza Ismail, Zahid Mohd Arop, Nor Hafizah Baharudin, Noor Zaleha TX901 Hotels, clubs, restaurants, etc. Food service Quality assurance is fundamental to all business activities in the tourism sector as it is advantageous to market recognition and competitiveness. Awareness of the importance of quality assurance certifications is already in place in Malaysia however it is still under-researched. Thus, this study aims to investigate how local travel agency operators perceive suitable levels of quality audit indicators for inbound travel agencies. A semi-structured interview was conducted to explore the views and experiences of key industry players from five travel agencies involved in both inbound and outbound tourism businesses in the country. A content analysis of data acknowledged the industry's increased awareness of quality service delivery and the importance of rationalising key quality audit indicators in assuring the lifelong survival of inbound Malaysian travel agencies. Also found was the need for systematic monitoring of the inbound travel agency's certification plan that continually reflects the demands of the clientèle and uplifts national productivity as outlined in the initiatives undertaken by the Tourism Productivity Nexus, an industry-led establishment under the Malaysia Productivity Blueprint 2016-2020. The study finally outlines specific entrepreneurial strategies that will enhance productivity operations at the enterprise level. Eurasia Business and Economics Society 2019-10-12 Article PeerReviewed application/pdf en http://irep.iium.edu.my/76895/1/Oct2019_29th%20EBES%20Conference%20-%20Lisbon%20Proceedings%20Vol.3%20%28excerpt%29.pdf Saad, Mazni and Mohamad Ali, Afiza and Ismail, Zahid and Mohd Arop, Nor Hafizah and Baharudin, Noor Zaleha (2019) Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies. 29TH EBES Conference - Lisbon Proceedings Volume 3, 3. pp. 1759-1778. https://www.ebesweb.org/Proceedings.aspx
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	TX901 Hotels, clubs, restaurants, etc. Food service
spellingShingle	TX901 Hotels, clubs, restaurants, etc. Food service Saad, Mazni Mohamad Ali, Afiza Ismail, Zahid Mohd Arop, Nor Hafizah Baharudin, Noor Zaleha Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies
description	Quality assurance is fundamental to all business activities in the tourism sector as it is advantageous to market recognition and competitiveness. Awareness of the importance of quality assurance certifications is already in place in Malaysia however it is still under-researched. Thus, this study aims to investigate how local travel agency operators perceive suitable levels of quality audit indicators for inbound travel agencies. A semi-structured interview was conducted to explore the views and experiences of key industry players from five travel agencies involved in both inbound and outbound tourism businesses in the country. A content analysis of data acknowledged the industry's increased awareness of quality service delivery and the importance of rationalising key quality audit indicators in assuring the lifelong survival of inbound Malaysian travel agencies. Also found was the need for systematic monitoring of the inbound travel agency's certification plan that continually reflects the demands of the clientèle and uplifts national productivity as outlined in the initiatives undertaken by the Tourism Productivity Nexus, an industry-led establishment under the Malaysia Productivity Blueprint 2016-2020. The study finally outlines specific entrepreneurial strategies that will enhance productivity operations at the enterprise level.
format	Article
author	Saad, Mazni Mohamad Ali, Afiza Ismail, Zahid Mohd Arop, Nor Hafizah Baharudin, Noor Zaleha
author_facet	Saad, Mazni Mohamad Ali, Afiza Ismail, Zahid Mohd Arop, Nor Hafizah Baharudin, Noor Zaleha
author_sort	Saad, Mazni
title	Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies
title_short	Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies
title_full	Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies
title_fullStr	Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies
title_full_unstemmed	Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies
title_sort	communicating quality audit indicators for inbound tourism: a qualitative insight from malaysian travel agencies
publisher	Eurasia Business and Economics Society
publishDate	2019
url	http://irep.iium.edu.my/76895/ http://irep.iium.edu.my/76895/ http://irep.iium.edu.my/76895/1/Oct2019_29th%20EBES%20Conference%20-%20Lisbon%20Proceedings%20Vol.3%20%28excerpt%29.pdf
first_indexed	2023-09-18T21:48:35Z
last_indexed	2023-09-18T21:48:35Z
_version_	1777413616731947008

Communicating quality audit indicators for inbound tourism: a qualitative insight from Malaysian travel agencies

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