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Service Quality

S/M/551. Performance objectives of Penang Mutiara hotel, Malaysia

39.99 GBP

The paper examines the strategy of the Penang Mutiara hotel on Malaysia's Indian Ocean Coast outlining their performance objectives and the benefits associated with each objective. SWOT analysis of the hotel is conducted comparing it to the SWOT features of another five star hotel, Divani Palace in Greece. Recommendations are suggested to the Penang Mutiara management about the ways to achieve their quality, speed, flexibility, dependability and cost objectives.


KEYWORDS: Performance objectives, Penang Mutiara hotel, Divani Palace, SWOT, quality service,

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