Technology Adoption, Human Resource Management Strategies and Employee Satisfaction in the Hospitality Industry in Malaysia

Abstract

Human resource management strategies in the hospitality industry remain critical area of study; nonetheless, it has become an integral part of people’s daily lives. ICT and by extension IMT are everywhere with major economic sectors adopting the technique to enhance their operations. The purpose of this study was to investigate the role of hospitality human resource management strategies in enhancing competitiveness through customer satisfaction in Malaysia with a focus on five 5-star hotels in Kuala Lumpur. The study aimed at investigating how IMT enhanced consumer product awareness, service quality, and employee performance toward customer satisfaction. The study mostly used open-ended questionnaires administered to 91 participants who involved employees and customers of the 5 hotels. Quantitative data was analyzed descriptively using Excel and presented through charts and narrative form. The response rate was 84%. Findings from the study indicated that product awareness, service quality, and employee performance enhance customer satisfaction within the hotel sector. The study recommended that managers in the hospitality sector design better ways of using IMT to ensure competitive advantage. Suggestions are made on further research should focus on the role played by IMT in enhancing customer preference and buying behaviours, using in-depth approaches in other service sub-sectors like tour operators and travel agents. Keywords: Human Resource Management, Employee Satisfaction, Hospitality Industry, HRM Strategies, Malaysia