Factors Effecting Service Quality in the Malaysian Hospitality Sector

The purpose of this paper is to investigate the relationship of human resource management (HRM) practices on job satisfaction and service quality in the Malaysian hospitality sector. Data were gathered from one hotel at Shah Alam, Selangor, Malaysia. The results from data analysis revealed that there was a significant relationship of HRM practices on job satisfaction and quality service. This study contributes to the body of knowledge in expanding the knowledge about the roles of HRM practices in enhancing quality service and employee work attitude and behavior (i. e. job satisfaction) in the context of hospitality sector in non-Western context.