Title of article
Factors influencing patrons’ tipping practice at 5-star hotels in Kuala Lumpur, Malaysia
Author/Authors
rus, mohammad hafizi md universiti teknologi mara, cawangan terengganu - faculty of hotel and tourism management, malaysia , zain, razlan adli universiti teknologi mara, cawangan terengganu - faculty of hotel and tourism management, malaysia , abdul patah, mohd onn rashdi universiti teknologi mara, cawangan terengganu - faculty of hotel and tourism management, Malaysia , abidin, izhar hafifi zainal universiti teknologi mara, cawangan terengganu - faculty of hotel and tourism management, Malaysia , radzi, salleh mohd universiti teknologi mara cawangan selangor - faculty of hotel and tourism management, Malaysia
From page
277
To page
292
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.
Keywords
Service , patron , 5 , star hotels , satisfaction , tipping practice
Journal title
Journal of Tourism, Hospitality and Culinary Arts
Journal title
Journal of Tourism, Hospitality and Culinary Arts
Record number
2578263
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