Guests’ Satisfaction on the Housekeeping Service: A Potential Response of the Sharia-Based Hotels

Md Mominul Islam

Abstract


This study analyses the housekeeping service of two Scandic hotels in Sweden. The cleaning service in the 50 hotel rooms was analyzed following qualitative research approach to perceive the service gaps of the housekeeping employees. The study presents that hotels face the challenges of offering standard and constant housekeeping service. Factors contributing to guests’ satisfaction on the cleaning service were tested using the Wilcoxon test. The relevant data were collected through the questionnaire survey and observation. The complete sample data in the questionnaire consist of 132 guests, 130 responses were used in the analysis. The results view that satisfaction of the guests on the cleaning service differed due to the service gaps of the housekeeping personnel. A sustainable solution is very necessary since guests’ satisfaction on the cleaning service is an important factor for the hotels. The study suggest that sharia based tourism can provide a potential solution to solve the service gaps of the housekeeping personnel. The housekeeping managers in the halal hotels can practice Qur’anic management where housekeeping personnel and management are responsible for the standard cleaning service. The study also suggests that religiosity may act as an intrinsic motivator in the service business.

Aus. J. Isla. Finan. & Busi. Vol 1(1), October 2015, P 13-30


Keywords


Halal tourism; Housekeeping; Motivation; Satisfaction; Service; Values

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