https://www.um.edu.mt/library/oar/handle/123456789/9881 2026-04-04T22:05:23Z 2026-04-04T22:05:23Z https://www.um.edu.mt/library/oar/handle/123456789/10691 2017-08-23T08:19:31Z 2014-01-01T00:00:00Z

Title: The impact of guest satisfaction on expenditure : case study of a superior hotel in Malta Abstract: The purpose of this study was to investigate the relationship between guest satisfaction and ancillary guest expenditure in a superior hotel in Malta. The research area of guest satisfaction has been sufficiently covered in the literature, but there has been relatively little discussion about the financial implications of guest satisfaction in hotel settings. The research was conducted by connecting the guest satisfaction questionnaire data to the corresponding guest invoices, after which the data was recorded in IBM SPSS for the analysis. In the analysis stage the changes in ancillary expenditure was studied mainly through different levels of overall satisfaction by testing 5 hypotheses. In broad terms, the findings indicate that high satisfaction corresponds to higher ancillary expenditure during the stay in comparison to low satisfaction, referring here to the satisfaction scores of 6 or less and 9 or more in a scale of 1-10 when all the cases were included. However, when the moderating variable of purpose of stay was applied, significant differences started emerging in expenditure within the groups of same satisfaction. In addition, the seasonality factor was identified to have a significant effect on ancillary expenditure that varied noticeably within the same satisfaction groups, especially when the low season and high season guests were compared. Based on the further findings of the study, it could be said that high satisfaction of 10 does not necessarily guarantee higher expenditure than the satisfaction levels of 8 or 7, the high satisfaction of 10 rather implies that the guests were pleased or delighted with the guest experience during the stay, regardless of the amount they ended up spending at the hotel. Description: M.A.TOURISM

2014-01-01T00:00:00Z https://www.um.edu.mt/library/oar/handle/123456789/10689 2017-07-24T06:12:31Z 2014-01-01T00:00:00Z

Title: Climate change : impacts on the Maltese tourism and hospitality industry : reflections, responses and repercussions Abstract: Favourable climatic conditions at small island destinations act as a powerful economic driver because it gives competitive advantage for tourism related activities. Literature (Butler 1999; Hall and Lew 1998) acknowledged that tourism is a highly climate-sensitive industry. For this reason, negative impacts of climate change are an increasing concern amongst destinations where tourism is a major contributor of the economy. The problem further increases, for small island destinations, in particular the island state of Malta. The island’s limited natural resources and scarce adaptively to climate change renders it more susceptible to the effects of climate change. In this context, this research sets out to understand whether Maltese tourism stakeholders are aware of the impacts of climate change upon the Maltese tourism and the hospitality industry. This research intent was to: 1. Examine the prevailing opinion regarding impacts of climate change on Maltese tourism destinations. 2. Determine and analyse the short and long term perceived threats of climate change that will impinge on the destination sites. 3. Determine policy driven framework that address the effects of climate change. 4. Evaluate future development and management systems for sustainable regional planning and marketing that simultaneously acts as a decision support tool for the research of sustainable development in the Maltese islands. With such analysis, the researcher will be based on a sound understanding of those management issues that will have most relevance for future tourism management of the Maltese islands in particular the hospitality industry. These in turn will help to counterbalance between negative impacts of climate change upon the environment and the tourism industry and strive for more competitive and sustainable tourism practices. The literature (Veal, 1994) acknowledged that a sense of contemporary and consolidation of ideas is fundamental for sustainable development. To achieve the aforementioned objectives, the intended steps and methods of this research paper employed qualitative approaches. The results unravelled that Maltese tourism stakeholders do not think that climate change is affecting Maltese tourism in general and their business. However, the stakeholders perceived that future rise in temperature will threaten the operational costs of their business, mainly due to price inflation of water and electricity. Despite the vast policy driven framework that addresses the effects of climate change, the results proved these as being nothing more than lip services. In fact, the results proved that local tourism enterprises are being reactive rather than proactive in assessing the impacts of climate change on their operations. Moreover, sustainable measures are seen by stakeholders as a burden that comes at an additional cost. The results also showed that any investment involved, is being done to reduce the fixed costs of utilities rather than to mitigate the negative impacts of tourism that contribute to climate change. All this suggests that stricter rules should be imposed and that lip service should be converted into action because evidence showed that self- regulation is not enough. It seems that Malta is struggling to improve the culture of the local business community towards a greener economy. This, however, entails a perseverant attitude of the Maltese government towards impacts of climate change on the tourism industry which currently seems to lack the attention it deserves. Description: M.A.TOURISM

2014-01-01T00:00:00Z https://www.um.edu.mt/library/oar/handle/123456789/10688 2016-09-28T09:39:58Z 2014-01-01T00:00:00Z

Title: The concept of an airport hotel in a small island state Abstract: In 2010 Malta International Airport was granted all the necessary permits from the Malta Environmental and Planning Authority for the construction of a business centre which included office space, F&B outlets, retail areas, childcare facilities etc. This development was part of a long term investment scheme following the privatisation process MIA had gone through in 2002. In fact in 2013, MIA presented a master plan to MEPA for further development within the airport area. One of the land use proposals amongst the different developments included a hotel. Hence the research sets out to identify the concept of airport hotel development in small islands states, using Malta as a fitting case study given the local situation. The purpose of the study involved mainly developing a 360⁰ insight from all tourism stakeholders who could add value to the study due to their expertise in the field. From the in-depth interviews done a variety of interrelated issues emerged, including the fact that given the area is surrounded by a variety of businesses, the concept of an airport hotel would be related to business tourism. On a macro level, Malta’s geographic position indicates its potential to develop as a hub for Air Malta. Should this develop, the concept of an airport hotel would fulfil its traditional purposes. Description: M.A.TOURISM

2014-01-01T00:00:00Z https://www.um.edu.mt/library/oar/handle/123456789/10687 2017-07-27T08:51:08Z 2014-01-01T00:00:00Z

Title: The dynamic of safety on the perception of Malta as a language-learning destination Abstract: Language tourism, particularly in the form of studying English in a destination away from one’s country of origin, seems to be on the rise all around the world and Malta has established itself as one of the main centres for learning English as a foreign language. However, a potentially determining factor that may influence tourism demand of a particular tourist destination, and which is generally overlooked in the literature, is the element of safety whilst visiting a destination. In the context of international tourism, potential visitors to a country may be deterred from their visit if the probability of victimization in that country is high. Therefore, this research attempted to shed light on the language niche market and on the perceptions of language students – perceptions (particularly in terms of safety) based on their experience in Malta. This research also investigated the impact that language tourists leave on the host community, and whether they are protagonists of crime whilst studying in Malta. The objective of this study was to research the perception of the host community in relation to the dynamic of safety which language students may bring along with them, when visiting the Maltese shores. This research, evaluated also if as a result of this perception, a negative image of Malta is being portrayed beyond from our shores. From another perspective the researcher attempted also to identify the language students’ perception of the level of safety that Malta and the Maltese community can offer and what is the experience they would be taking home with them This quantitative research indicated that most language students have felt unsafe at some point during their stay in Malta, with the majority stating that lack of safety was experienced within a bar or a club. This perceived lack of safety could emanate from the fact that Maltese authorities were not available when assistance was needed. However, this somewhat negative experience did not taint the positive perception most (81 per cent) of the students would opt to return to Malta as leisure or language tourists. This could be because the language tourists are coming from countries that have a higher crime rate than in Malta. Therefore, they are accustomed to more unsafe incidences than the ones they experience in Malta. The researcher consulted the social media posts trail left by the Swieqi residents which indicates that the residents of Swieqi do not feel that there is a strong social control system within their locality and this left them feeling insecure in their neighbourhoods. This perception was exacerbated when actually experienced of crime and disorder, on a regular basis, when the number of language students was at its peak. This study posits that it is the national safety element of a destination that could affect travelling towards that destination as opposed to personal experiences. Therefore, influencing inbound tourists on the perception of a destination depends very much on those who promote it, such as the government, as key players rather than on the travellers themselves. Description: M.A.TOURISM

2014-01-01T00:00:00Z