| Moments-Of-Truth |
| 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 |
| MOT1: Flexibility |
| Heritage hotel guests positive feedback |
29 |
5 |
2 |
17 |
1 |
2 |
| Heritage hotel guests negative feedback |
2 |
1 |
0 |
2 |
0 |
0 |
| MOT2: Pro-activity |
| Heritage hotel guests positive feedback |
29 |
4 |
2 |
17 |
1 |
2 |
| Heritage hotel guests negative feedback |
2 |
2 |
0 |
2 |
0 |
0 |
| MOT3: Risk perception |
| Heritage hotel guests positive Feedback |
29 |
4 |
2 |
17 |
1 |
1 |
| Heritage hotel guests negative Feedback |
2 |
2 |
0 |
2 |
0 |
1 |
| MOT4: Interpersonal skills |
| Heritage hotel guests positive Feedback |
29 |
5 |
2 |
18 |
1 |
2 |
| Heritage hotel guests negative Feedback |
2 |
1 |
0 |
1 |
0 |
0 |
| MOT5: Service recovery |
| Heritage hotel guests positive Feedback |
29 |
4 |
2 |
17 |
1 |
1 |
| Heritage hotel guests negative Feedback |
2 |
2 |
0 |
2 |
0 |
1 |
| Heritage guests positive feedback = Total Number (%) |
145/155 (94%) |
22/30 (73%) |
10/10 (100%) |
86/95 (91%) |
5/5 (100%) |
8/10 (80%) |
| Average total percentage of 3-to-5 star (positive feedback) |
89% |
90.33% |
| Heritage guests negative feedback = Total Number (%) |
10/155 (6%) |
8/30 (27%) |
0% |
9/95 (9%) |
0% |
2/10 (20%) |
| Average total percentage of 3-to-5-star (negative feedback) |
11% |
9.67% |
