| Peace-Of-Mind |
| 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 |
| POM1: Process Ease |
| Heritage hotel guests positive feedback |
29 |
3 |
1 |
17 |
0 |
1 |
| Heritage hotel guests negative feedback |
2 |
3 |
1 |
2 |
1 |
1 |
| POM2: Relationship/transaction |
| Heritage hotel guests positive feedback |
31 |
6 |
2 |
18 |
1 |
2 |
| Heritage hotel guests negative feedback |
0 |
0 |
0 |
1 |
0 |
0 |
| POM3: Convenience retention |
| Heritage hotel guests positive feedback |
29 |
5 |
2 |
18 |
1 |
2 |
| Heritage hotel guests negative feedback |
2 |
1 |
0 |
1 |
0 |
0 |
| POM4: Expertise |
| Heritage hotel guests positive feedback |
29 |
5 |
2 |
18 |
1 |
2 |
| Heritage hotel guests negative Feedback |
2 |
1 |
0 |
1 |
0 |
0 |
| POM5 Familiarity |
| Heritage hotel guests positive feedback |
29 |
5 |
2 |
18 |
1 |
2 |
| Heritage hotel guests negative feedback |
2 |
1 |
0 |
1 |
0 |
0 |
| Heritage guests positive feedback = Total Number (%) |
147/144 (95%) |
19/30 (80%) |
9/10 (90%) |
89/95 (94%) |
4/5 (80%) |
9/10 (90%) |
| Average total percentage of 3-to-5 star (positive feedback) |
88.33% |
88% |
| Heritage guests negative feedback = Total Number (%) |
8/155 (5%) |
6/30 (20%) |
1/10 (10%) |
6/95 (6%) |
1/5 {20%) |
1/10 (10%) |
| Average total percentage of 3-to-5-star (negative feedback) |
11.67% |
12% |
