Internal Measurement of Service Quality and Employees’ Relation in Muslim Friendly Hotels

Abstract

The increasing demand for Muslim-friendly hotels (MFHs) in Malaysia requires a deeper understanding of the factors driving service performance. While external factors are well-studied, internal dynamics are less understood. This study addresses this gap by integrating the Internal Measurement of Service Quality (INTQUAL) model with employee relations to predict service performance from the employee perspective. A quantitative survey of 390 MFH employees was analyzed using PLS-SEM. The findings revealed that the model explained 72% of the variance in service performance. Both INTQUAL dimensions (management expectation, β = 0.258; service reliability, β = 0.259) and employee relations (superior's influence, β = 0.184; coworker's influence, β = 0.215) were significant positive predictors.