| Outcome Focus |
| 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 |
| OF1: Inertia |
| Heritage guests positive feedback |
28 |
6 |
2 |
16 |
1 |
2 |
| Heritage guests negative feedback |
3 |
0 |
0 |
3 |
0 |
0 |
| OF2: Result focus |
| Heritage guests positive feedback |
29 |
5 |
2 |
16 |
1 |
2 |
| Heritage guests negative feedback |
2 |
1 |
0 |
3 |
0 |
0 |
| OF3: Past experience |
| Heritage guests positive feedback |
30 |
5 |
2 |
18 |
1 |
2 |
| Heritage guests negative feedback |
1 |
1 |
0 |
1 |
0 |
0 |
| OF4: Common grounding |
| Heritage guests positive feedback |
30 |
5 |
2 |
18 |
1 |
2 |
| Heritage guests negative feedback |
1 |
1 |
0 |
1 |
0 |
0 |
| Heritage guest positive Feedback = Total Number (%) |
117/124 (94%) |
21/24 (87%) |
8/8 (100%) |
68/76 (89%) |
4/4 (100%) |
8/8 (100%) |
| Average total percentage of 3-to-5 star (positive feedback) |
93.67% |
96.34% |
| Heritage guest negative Feedback = Total Number (%) |
7/124 (6%) |
3/24 (13%) |
0% |
8/76 (11%) |
0% |
0% |
| Average total percentage of 3-to-5-star (negative feedback) |
6.33% |
3.66% |
