https://www.um.edu.mt/library/oar/handle/123456789/51999 Wed, 22 Apr 2026 13:56:24 GMT 2026-04-22T13:56:24Z https://www.um.edu.mt/library/oar/handle/123456789/52521 Title: Dealing with disruptive situations at an airport : the case of Malta International Airport Abstract: This long essay is set out to examine how the Malta International Airport deals with different disruptive situations. This research focuses on three major disruptive events which occurred at the Malta International Airport throughout the last five years. By examining these three different situations, the researcher will be able to identify the procedures and tactics used in case of crisis scenarios. To accomplish this, the researcher has examined these three different disruptive situations which have occurred at MIA, along with other disruptions, by conducting a review of existing literature on these scenarios. Moreover, importance was given to finding out the current regulations on aviation and airport security in order to combine these with the procedures which are currently being employed. A set of interviews were conducted with different internal departments of Malta International Airport in order to get a clear perspective of their participation during disruptive events. Moreover, interviews were also conducted with some of the key stakeholders of MIA. This was done in order to obtain the whole picture of what is likely to be done. The interviews have provided a clear insight on the planning which takes place before a disruption, the actions taken during a disruption, and also the aftermath effects of a disruption. With the results obtained, it was found that the Malta International Airport is implementing the right measures and actions as suggested by international authorities and agencies. The results also show that the actions being used are dependent on the nature of the disruptive event. To summarize, it was concluded that the Malta International Airport is currently doing its utmost to ensure that every disruptive situation is handled in a safe, efficient and customer-oriented manner. The outcome of this study is useful in understanding the importance of handling disruptive events in the correct manner in order to keep the company’s reputation and to also minimise the risk of resuming business continuity. Description: B.A.(HONS)TOURISM Tue, 01 Jan 2019 00:00:00 GMT https://www.um.edu.mt/library/oar/handle/123456789/52521 2019-01-01T00:00:00Z https://www.um.edu.mt/library/oar/handle/123456789/52520 Title: The link between loyalty programs and customer satisfaction in 5-star hotels on the Maltese islands Abstract: Loyalty schemes within the hospitality industry, mainly hotels, are premeditated to be of crucial importance, as they increase brand awareness and recognition. There are many researchers that argue that loyalty programs influence customer satisfaction levels.. This study concentrates on analyzing the relationship between customer satisfaction and customer loyalty and if there is a link between satisfaction and the loyalty schemes employed by fivestar hotels on the Maltese Islands. One on one interviews were conducted with three (3) well known five-star hotels in Malta, with different types of loyalty schemes. The hotels studied are: 1. Hilton Malta: Makes part of an international hotel chain that has its own loyalty program known as Hilton Honors. 2. Corinthia Palace Hotel and Spa: Makes part of an international hotel chain but makes part of a global loyalty program known as Discovery. 3. The Palace Hotel: makes part of a national hotel chain known as AX Hotels and has its own loyalty schemes known as Loyalty Scheme. This study aims to describe, compare different loyalty programs that are employed by several hotels in Malta with a 5-star standard and their impact on customer satisfaction, if any. In sequence, this study will go into what affects the level of customer satisfaction, both of in- house guests as well as walk-ins. Moreover, this study will also focus on the consumer demand there is for loyalty programs, and why is there such demand and what alterations can be done to these schemes to refine them in a way that attracts more people. The study is going to be both qualitative and quantitative in nature. Firstly, a hypothesis will be drawn from the readily available data, otherwise known as secondary data. This data will then be correlated with the data obtained by the author through interviews conducted in the hotels mentioned above. Consumer demand for loyalty program will be tackled through a deductive approach by handing out surveys to guests staying in one (1) or more of the fivestar hotels being studied in this long-essay. These surveys will also refer to the added factors that might influence customer satisfaction and so, customer loyalty. This research revealed that even though there is a link between loyalty program and customer satisfaction, there are other factors that affect the latter and customer loyalty. Description: B.A.(HONS)TOURISM Tue, 01 Jan 2019 00:00:00 GMT https://www.um.edu.mt/library/oar/handle/123456789/52520 2019-01-01T00:00:00Z https://www.um.edu.mt/library/oar/handle/123456789/52519 Title: Airbnb as a benchmark for local short-let rental service provision quality : an analytic study from the hosting perspective Abstract: This study will primarily explore the tourism segment that the short-let businesses cater for, thus examining the present situation regarding services provided to the short-let guests. The research also focuses on the perception of the hosts’ ability and professionalism and their judgement about this sector, whilst obtaining feedback on how to support them to ameliorate the service given and to strengthen the short-let sector in general. Eventually, if the short-let sector is managed professionally, it can contribute to the improvement of the overall tourist experience for those who choose an alternative type of accommodation from the standard hotels, thus contributing to the overall success of the tourism industry in Malta. This constantly developing idea of innovativeness regarding accommodation has been brought into the tourism field. Creative tourism has been seen as a technique to rejuvenate physical, cultural and social goals. It creates tourism-related items and gives benefits that incorporate the idea of inventiveness to fulfil vacationers' needs by building a more dynamic and durable type of involvement. The examination carried out during this research has identified the gap within the end tourism product of this particular market segment. The author also set out a research hypothesis to explore whether Airbnb hosts give a professional enough service when short letting, or otherwise. Therefore, this research identifies the current physical licensing requirements for holiday properties in Malta and the lack of the hospitality requirements to obtain the abovementioned license. The study proceeds with a consideration of the results. The restrictions which appeared were entered into, and a number of proposals put forward in terms of how to guide and support the short-let hosts to professionalise the level of service offered to their guests were also included. In addition, this study also proposed recommendations about the licensing of apartments with regard to the hospitality aspect. Description: M.A.CULTURAL SUS.&TOURISM Tue, 01 Jan 2019 00:00:00 GMT https://www.um.edu.mt/library/oar/handle/123456789/52519 2019-01-01T00:00:00Z https://www.um.edu.mt/library/oar/handle/123456789/52515 Title: The spirituality of the Maltese corsairs : valorising the ex-votos at the church of Madonna tal-Ħerba, Birkirkara, as a special interest visitor attraction in Malta Abstract: V.F.G.A; Votum Fecit et Gratiam Accepit (a vow made and a grace received) written at the bottom corner of Catholic ex-voto offerings encompasses the meaning of what they represent and the story each one tells. The stories ex-votos have to tell are a fantastic journey to the past revealing the reason for the vow made and in what way was the grace recieved. They are concrete manifestations of past personal faith and devotion but what they depict goes beyond the stylised images of near death experiences. The details reflect deeply rooted cultural values, conceps and historical meaningful encounters. The small framed rough images from the 18th, 19th and 20th centuries show the history of mentalities being manifested in a structured form under the blessing of the Roman Catholic Church. What was depiced and stated on each votive offering by the artisan on commission by the individual who made the vow and recieved a grace, tells us the story of a fearful experience, allows us to understand the context, reasons and social-religious constrains that forced the individual to be fearful and cry out for salvation in faith. These depictions offer us primary insights of long gone natural and built environments, historic events and through archival research one can carefully match names and dates to find references and detailed accounts of the experiece depicted. The small shrine of Madonna tal-Ħerba, once a pilgrimage site for many devotees and now a popular location for Maltese weddings, boasts of a large ex-voto collection which the author has studied only a few. The community yearns for the collection to be curated and valorised and thus the author has helped to develop an exhibition concept for this collection and the stories they tell. This church is not on the mass tourist itinerary but using theories from the concept of Sustainable Tourism, the author has carefully planned out the issues and possibilities that could allow this church, with a permanant ex-voto exhibition, to be placed on the tourist ‘to see’ list. Description: M.A.CULTURAL SUS.&TOURISM Tue, 01 Jan 2019 00:00:00 GMT https://www.um.edu.mt/library/oar/handle/123456789/52515 2019-01-01T00:00:00Z