An Improvement of Chalet Management System

  • Xue Ting Lim Faculty of Industrial Management, Universiti Malaysia Pahang, Malaysia
  • Khai Loon Lee Faculty of Industrial Management, Universiti Malaysia Pahang, Malaysia
Keywords: Chalet management system, Hospitality industry, Small and Medium Enterprises (SMEs), Customer satisfaction, Operation Performance

Abstract

The constant growth of the tourism industry in Malaysia has led to the rise of the hospitality industry over recent years. The major tourism SMEs are usually providing the needs or demand of touristy to tourists such as food, accommodation, transportation and other necessities. This paper focuses on the issues of poor customer satisfaction and operational performance that occur in a small and medium scale hospitality company and the ways to solve the problem by developing a prototype of the Chalet Management System. The five whys analysis was used to identify the problems that occur in the hospitality company. The prototype of the Chalet Management System is developed by using Rapid Application Development (RAD) technique with Microsoft Access. This study showed that the Chalet Management System had improved customer satisfaction and operational performance by decreasing the registration process lead time and improving data accuracy and efficiency. The proposed system also received positive feedbacks with its functionalities from the company

References

Alsumait, K. (2015). Guests’ Waiting Experience at Hotels: Evidence From Saudi Arabia.
Ankur. (2018). Service Quality & Customer Satisfaction In The Hotel Industry.
Beynon-Davies, P., & Holmes, S. (2002). Design breakdowns, scenarios and rapid application development. Information and Software Technology, 44(10), 579–592. doi:10.1016/S0950-5849(02)00078-2
Card, A. (2016). The problem with “5 whys.” BMJ quality & safety, 26. doi:10.1136/bmjqs-2016-005849
Chemweno, P., Morag, I., Sheikhalishahi, M., Pintelon, L., Muchiri, P., & Wakiru, J. (2016). Development of a novel methodology for root cause analysis and selection of maintenance strategy for a thermal power plant : A data exploration approach. EFA, 66, 19–34. doi:10.1016/j.engfailanal.2016.04.001
Chen, D. W., & Tabari, S. (2017). A Study of Negative Customer Online Reviews and Managerial Responses on Social Media — Case Study of the Marriott Hotel Group in Beijing. Journal of Marketing and Consumer Research, 41(December 2017), 53–64.
Domestic Tourism Performance 2018 - Tourism Malaysia Corporate Site. (2019). Tourism.gov.my.
Fatimah, D. D. S., Supriatna, A. D., & Kurniawati, R. (2018). Design of personnel information systems using rapid application development method. MATEC Web of Conferences, 197. doi:10.1051/matecconf/201819703016
Guo, G., & Lu, Y. (2014). Design and realization of hotel management system. Computer Modelling and New Technologies, 18(12), 641–644.
Hassan, M., & Jalalud, I. (2016). Application of Why-why Analysis to Improve Predictive Maintenance Strategy for Injection Molding Machine. Information Technology Journal, 15, 130–136. doi:10.3923/itj.2016.130.136
Jana, A., & Chandra, B. (2016). Mediating Role of Customer Satisfaction in the Mid-Market Hotels: An Empirical Analysis. Indian Journal of Science and Technology, 9(1), 1–16. doi:10.17485/ijst/2016/v9i1/81973
Khan, M. Y. H., & Hossain, A. (2018). The Effect of ICT Application on the Tourism and Hospitality In- dustries in London, 2(4), 60–68. doi:10.21272/sec.4(2).60-68.2018
Martin, J. (1995). Rapid application development. New York, NY, etc.: MacMillan.
Mmutle, T., & Shonhe, L. (2017). Customers’ perception of Service Quality and its impact on reputation in the Hospitality Industry. African Journal of Hospitality, Tourism and Leisure 2223-814X, 6.
Mohd Sallem, N. R., Mohd Nasir, N. E., Wan Mohd Nori, W. M. N., & Che Ku Kassim, C. K. H. (2017). Small and Medium Enterprises: Critical Problems and Possible Solutions. International Business Management, 11, 47–52. doi:10.3923/ibm.2017.47.52
Mubiri, J. B. (2016). Customer Satisfaction in Hotel Service (Case Lake Kivu Serena Hotel), 47.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 25–48.
Watiki, C., & Chirchir, M. K. (2014). Service Quality and Customer Satisfaction in Hotles in Nairobi , Kenya.
Published
2021-01-04
How to Cite
Lim, X. T., & Lee, K. L. (2021). An Improvement of Chalet Management System. International Journal of Industrial Management, 9, 54-63. https://doi.org/10.15282/ijim.9.0.2021.5955