Xiu, Ting Lim and Lee, Khai Loon (2020) An improvement of Chalet Management System. International Journal of Industrial Management (IJIM), 6 (1). pp. 40-49. ISSN 2289-9286 (Print); 0127-564x (Online). (Published)
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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
| Item Type: | Article |
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| Uncontrolled Keywords: | Chalet Management System; Hospitality Industry; Small and Medium Enterprises (SME); Customer Satisfaction; Operation Performance |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Faculty/Division: | Faculty of Industrial Management Institute of Postgraduate Studies |
| Depositing User: | Noorul Farina Arifin |
| Date Deposited: | 28 Oct 2020 02:38 |
| Last Modified: | 28 Oct 2020 02:38 |
| URI: | http://umpir.ump.edu.my/id/eprint/29797 |
| Download Statistic: | View Download Statistics |
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