| Product Experience |
| Malaysian UNESCO Heritage cities |
George Town, Penang |
Melaka |
| Type of Heritage Hotel |
3-star |
4-star |
5-star |
3-star |
4-star |
5-star |
| Number of Heritage Hotels |
31 |
6 |
2 |
19 |
1 |
2 |
| PE1: Freedom of choice |
| Heritage hotel guests positive feedback |
28 |
6 |
2 |
13 |
1 |
2 |
| Heritage hotel guests negative feedback |
3 |
0 |
0 |
6 |
0 |
0 |
| PE2: Cross-product comparison |
| Heritage hotel guests positive feedback |
22 |
4 |
2 |
13 |
0 |
1 |
| Heritage hotel guests negative feedback |
9 |
2 |
0 |
6 |
1 |
1 |
| PE3: Comparison necessity |
| Heritage hotel guests positive feedback |
26 |
4 |
2 |
13 |
0 |
2 |
| Heritage hotel guests negative feedback |
5 |
2 |
0 |
6 |
1 |
0 |
| PE4: Account management |
| Heritage hotel guests positive feedback |
31 |
6 |
2 |
19 |
1 |
2 |
| Heritage hotel guests negative feedback |
0 |
0 |
0 |
0 |
0 |
0 |
| Heritage hotel guests positive feedback = Total Number (%) |
107/124 (86%) |
20/24 (83%) |
8/8 (100%) |
58/76 (76%) |
2/4 (50%) |
7/8 (87%) |
| Average total percentage of 3-to-5 star (positive feedback) |
89.67% |
71% |
| Heritage hotel guests negative feedback = Total Number (%) |
17/124 (14%) |
4/24 (17%) |
0% |
18/76 (24%) |
2/4 (50%) |
1/8 (13%) |
| Average total percentage of 3-to-5-star (negative feedback) |
10.33% |
29% |
