International Journal of Hospitality and Tourism Systems

Gopinath Sangaran ¹, Anshul Garg ¹

Affiliations
1 Taylor’s University, School of Hospitality, Tourism & Culinary Arts, No.1 Jalan Taylor’s, Subang Jaya - 46500, Selangor., MY

Abstract

The hospitality sector is labeled as a service sector which provides services to their guest. The industry requires manpower to cope and provide to the guest demands. This situation creates the industry to be labour intensive. How about manpower supply to the industry? Over the years employee turnover has become part of the industries challenge to retain and employ new workforce. The research was to understand the determinants of Job Satisfaction and Effects on Employee Turnover in the hotels. The focus was on the Hospitality industry Food and Beverage department Operational Employees. The research tried to assess the determinants of Job satisfaction and their decision to quit therefore creating a situation of Turnover. The research revealed that Choice of Work and Job Performance influenced Turnover and the main factors of Job Satisfaction that lead to turnover were Wages/Salary and Opportunity for advancement/Career progression. The analysis also revealed that there need to be a balance in order to attract and maintain potential employees as all factors that affect Job Satisfaction directly leads to turnover.

Keywords

Job Satisfaction, Motivation, Operational Employees, Choice of Work, Job Performance, Employee Turnover

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Anshul Garg ¹

Affiliations
1 Taylor’s University, School of Hospitality, Tourism & Culinary Arts, Selangor, MY

Abstract

This paper sheds light on tourist's emotional experiences on holiday, which are central to increase our understanding of tourist behaviour. Tourists usually travel to cities with good impression. Choosing a travel destination is definitely a complicated decision-making process for tourists. For safety concerns, some tourists intentionally visit somewhere familiar and nearby, but avoid nations or areas with high crime rates or political instability. A wide range of perceptions governs the desirability and appeal of a destination to the potential traveler. The importance of investigating perceptions of travel risks has been recognized with in a number of different disciplines, such as psychology, sociology, criminology and marketing. It is often assumed that perceptions of safety and security may influence individuals' destination choice. Consumers use information gathered from various sources like word of mouth, different forms of media, guidebooks, talking to friends and relatives, to form a perception of a particular destination. This is a quantitative study conducted in Malaysia. The respondents who participated in this research were the nationals of Malaysia, India, China, Indonesia, Australia, and France, etc. The study found that most holidaymakers perceive earthquake, tsunami, SARS, terrorist activities, swine flu as risk. The results of the study suggest that safety, peace and stability are major concerns for tourists' while choosing their travel destination.

Keywords

Destination, Safety, Risks, Decision Making, Perception.

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Anshul Garg ¹

Affiliations
1 Senior Lecturer, Faculty of Social Sciences and Leisure Management, School of Hospitality, Tourism and Events, Taylor’s University, Selangor, MY

Abstract

The hospitality industry has been facing the revolution of technology to sustain its service excellence for many years. In recent time, a number of restaurants have propelled mobile technology centred self-services by substituting their published menus with tablet-based menus. The present research implements extended UTAUT model to study customers’ acceptance of tablet-based menus. This new form of ordering system has raised a couple of questions particularly on customers’ technology acceptance and behaviour. The current study examines the antecedents that inspire the customer perception of the tablet-based food-ordering system amongst casual dining restaurants in Malaysia. Quantitative data were collected from 185 patrons who dined in the restaurants that use tablet-based ordering system. The Statistical Package for Social Science (SPSS) was used to evaluate the composed data. The findings maintained the thought that the use of technology does offer assistance to advance the service understanding, especially the ordering involvement for the customers. Besides, it was revealed that the info on the menu and the advanced technology in the restaurant have an encouraging influence on consumer gratification. Results recommended that a larger part of the respondents were assertive with modern technologies. Most of the respondents were furthermore delighted with all the things assessing their information gratification level on the tablet-based menu ordering system. This study contributes to the understanding of technology acceptance, particularly within the foodservice domain. This study additionally provides a few pieces of evidence on the success and the ability of the system, which may be valuable as a reference point for other foodservice operations with objectives of including technologies to their current facilities.

Keywords

Self-Service Technologies, Technology Acceptance, Behavioural Intention, Tablet Menus, Customer Satisfaction.

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