Tourists' Perceptions On Multilingualism Use Among Tourism . - HRMARS

1y ago
12 Views
1 Downloads
912.20 KB
6 Pages
Last View : 1m ago
Last Download : 5m ago
Upload by : Sutton Moon
Transcription

International Journal of Academic Research in Business and Social Sciences Vol. 9 , No. 5, May, 2019, E-ISSN: 2 22 2 -6990 2019 HRMARS Tourists’ Perceptions on Multilingualism use among Tourism Employees at Major Attractions in Kuala Selangor Lim Seong Pek, Rita Wong Mee Mee, Na-Thinamalar Magiswary Nadarajan, Ayu Rita Mohamad, Zalilah Alias, Md. Rosli bin Ismail To Link this Article: http://dx.doi.org/10.6007/IJARBSS/v9-i5/6017 DOI: 10.6007/IJARBSS/v9-i5/6017 Received: 23 March 2019, Revised: 14 April 2019, Accepted: 14 April 2019 Published Online: 18 May 2019 In-Text Citation: (Pek et al., 2019) To Cite this Article: Pek, L. S., Mee, R. W. M., Nadarajan, N. T. M., Mohamad, A. R., Alias, Z., & Ismail, M. R. bin. (2019). Tourists’ Perceptions on Multilingualism use among Tourism Employees at Major Attractions in Kuala Selangor. International Journal of Academic Research in Business and Social Sciences, 9(5), 914–919. Copyright: 2019 The Author(s) Published by Human Resource Management Academic Research Society (www.hrmars.com) This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: de Vol. 9, No. 5, 2019, Pg. 914 – 919 http://hrmars.com/index.php/pages/detail/IJARBSS JOURNAL HOMEPAGE Full Terms & Conditions of access and use can be found at on-ethics 914

International Journal of Academic Research in Business and Social Sciences Vol. 9 , No. 5, May, 2019, E-ISSN: 2 22 2 -6990 2019 HRMARS Tourists’ Perceptions on Multilingualism use among Tourism Employees at Major Attractions in Kuala Selangor Lim Seong Pek, Rita Wong Mee Mee, Na-Thinamalar Magiswary Nadarajan, Ayu Rita Mohamad, Zalilah Alias, Md. Rosli bin Ismail Faculty of Education and Social Sciences, Universiti Selangor (UNISEL), Malaysia Abstract The ability of being a multilingual is important in determining the success of an organisation especially in the tourism industry. In the focus of Smart Selangor towards 2025, being multilingual is among the top most priority and of highest importance. Hence, this study was carried out to examine tourists’ perceptions towards the role of multilingualism in the tourism industry in the areas of Kuala Selangor where these employees have a greater opportunity in using more than one language in their daily communication with tourists. A survey was carried out on 30 tourists whom visited the major attractions in Kuala Selangor district. The data was analyzed and narrated descriptively. Findings had shown that tourism employees had used both native and English language to communicate with tourists visiting the attractions. Keywords: Multilingualism, Tourism, Communication, Tourist, Attraction. Introduction The term multilingualism derives from two Latin words namely “multi” that means many and “lingua” that means language and; thus, multilingualism is referred to as the ability of a speaker to express himself or herself in several languages with equal and native like proficiency (Okal, 2014). Okal (2014) defines multilingualism as speaking in more than one language competently. Hence, it has been the utmost important for tourism service providers as well as the tourism employees to be able to speak more than one language while providing services. As mentioned by Lily (2015), multilingualism is crucial in ensuring a business survives disruptive innovations in a highly competitive industry thus being able to communicate and trade in multiple languages around the globe opens more doors to international travel ventures. However, the mastery of multi-language abilities among tourism employees have become a major concern in attracting more foreign visitors to visit Malaysia, in this context Kuala Selangor district. According to Izzati and Hidayah (2017), language continues to be a barrier to international 915

International Journal of Academic Research in Business and Social Sciences Vol. 9 , No. 5, May, 2019, E-ISSN: 2 22 2 -6990 2019 HRMARS tourists not only in Malaysia but also in many other countries. Moreover, they continue to state that tourists from non-English countries face a language barrier in Malaysia and this barrier affects their experiences in the country. Therefore, this study is carried out to examine tourists’ perceptions towards the role of multilingualism in the tourism industry in the areas of Kuala Selangor. Previous Studies on Multilingualism in Tourism Researches on multilingualism in tourism had been carried out by various researches throughout the academic world. Sindik and Bozinovic (2013) had attempted to explore the differences among the third and fourth year American College of Management and Technology (ACMT) students’ perceptions of the importance of the knowledge of various foreign languages for tourism industry. A key finding of this survey about the differences in the perception of students in different years of study of the importance of foreign language knowledge was that, as compared to younger students, fourth year students consistently attach greater importance to the knowledge of foreign languages. They had not found statistically significant difference and the conclusion cannot be accepted as an absolute rule. On the other hand, Menike and Pathmalatha (2015) conducted a study 50 tourism industry oriented undergraduates from the University of Sabargamuwa, Sri Lanka. Both questionnaires and interviews were used as the data collection methods and key obstacles were determined through the factor analysis. Lack of materials such as text books and work books, less lecture hours and lower motivation for language learning were found as major obstacles to develop the foreign language competencies of tourism industry oriented undergraduates in Sri Lankan universities. A study conducted by Izzati and Hidayah (2017) to ascertain whether or not multilingualism is practiced in Kuala Terengganu as well as to analyse the role of multilingualism in facilitating the tourist. A set of questionnaire had been designed and distributed to the shopkeepers at identified venues in Kuala Terengganu. Some tourists were also interviewed to shed light on the real challenges faced by the tourists and the local in tourism sector when they deal in business or shopping. This study revealed the significant role played by multilingualism in having a successful business, especially in tourism sector. Methodology A survey research was used as the research design in this study. A total of 30 respondents who had visited any of the five major attractions in the district of Kuala Selangor were used in this study. The administration of the questionnaire was carried out online through Google forms. An invitation to complete the online questionnaire was sent to the respective respondents in order to elicit their perceptions after visiting these major attractions in Kuala Selangor District. The responses were collected through Google forms. The information gathered was then analyzed through thematic analysis. For questionnaires, the data was analyzed by using Microsoft Excel software. Mean scores and percentages for each question were displayed by using table according to the sections. The result of this study revealed the perceptions of tourists toward the use of multilingualism among tourism employees in the major attractions in Kuala Selangor. 916

International Journal of Academic Research in Business and Social Sciences Vol. 9 , No. 5, May, 2019, E-ISSN: 2 22 2 -6990 2019 HRMARS Findings This study was carried out to examine tourists’ perceptions towards the role of multilingualism among tourism employees in the areas of Kuala Selangor. Based on the research objectives, the results of data analysis were presented as follow. There were a total of 30 respondents from nine countries. Majority of the respondents are from Malaysia 18 respondents while China, Indonesia, Kazakhstan and Singapore show two respondents each responded to the survey. There is one respondent each for countries like Kenya, Pakistan, Somaliland and South Africa. Major Attractions There were a total of six major attractions identified for this study. ‘Other’ is used to state other attraction found in Kuala Selangor District beside those stated in Figure 1. A total of 10 respondents visited Kampung Kuantan Fireflies Sanctuary and Selangor Fruit Valley respectively. As stated in Figure 1, four respondents have visited Bukit Melawati Lighthouse and two respondents each for Sasaran Sky Mirrow, Pasir Penambang Eagle Feeding and other attractions found around Kuala Selangor. 12 10 8 6 4 2 Series1 0 Figure 1. Major Attraction in Kuala Selangor Ways of Communication As stated in Figure 2, a total of 12 respondents have used Malay language while seven respondents use Mandarin during their visit. On the other hand, five respondents use English language and six respondents use signs or little English to communicate with the tourism employees. However, there is no data for the use of translator. 917

International Journal of Academic Research in Business and Social Sciences Vol. 9 , No. 5, May, 2019, E-ISSN: 2 22 2 -6990 2019 HRMARS Mandarin Malay language English language Series1 Use signs or little English I know Use a translator 0 2 4 6 8 10 12 14 Figure 2. Ways of Communications Experiencing Barriers in Communication In Figure 3, respondents were asked whether they may have faced language barrier during their visit to major attractions around Kuala Selangor (Series 1). Data shown seven respondents agreed (YES) and stated ‘MAYBE’ respectively. While 16 respondents stated ‘NO’. In Series 2, respondents were asked if language barrier spoil their experience in visiting Kuala Selangor. A total of eight respondents answered ‘YES’ and ‘NO’ respectively. While a total of 14 respondents stated ‘MAYBE’ as their choice. 3 Series2 2 Series1 1 0 5 10 15 20 Figure 3. Barriers in Communication 918

International Journal of Academic Research in Business and Social Sciences Vol. 9 , No. 5, May, 2019, E-ISSN: 2 22 2 -6990 2019 HRMARS Conclusion The findings of this study suggest that in general, the complications encountered by the tourists during their visit to major attractions in Kuala Selangor District are the incompetence of tourism employees in using more than one language efficiently. The results of this study showed more than half of the respondents do not face language barrier when communicating with tourism employees as majority of the respondents are from Malaysia while 14 respondents feel that language barrier during their visit may spoil their experience. This study revealed tourists’ perceptions towards the role of multilingualism among tourism employees in the areas of Kuala Selangor. Acknowledgement The authors would like to thank all the 30 respondents for their support and assistance during the period of data collection in this study. The authors would also like to thank Centre for Research and Industrial Linkages (CRIL), Universiti Selangor in financing this study. Corresponding Author Lim Seong Pek Email: limsp@unisel.edu.my References Lily. (2015). Multilingualism necessary for the Tourism Industry? Big Translation. Retrieved May 8, 2016, from https://blog.stepes.com/multilingualism for tourism/ Menike, H. J. M. Y. S., & Pathmalatha, K. M. (2015). Developing Foreign Language Competencies of Tourism Industry Oriented Undergraduates in Sri Lanka. 2(August 2014), 8–10. Retrieved from http://www.igutourism.com/article/view/14574/9403 Izzati, N. S. & Hidayah, A. T. A. (2017). The Role of Multilingualism in Enhancing Tourism Sector in Malaysia. International Journal of Academic Research in Business and Social Sciences, Vol. 7 (7). Okal, B. O. (2014). Benefits of Multilingualism in Education. Universal Journal of Educational Research, Vol. 2 (3), 223-229. Sindik, J., & Bozinovic, N. (2013). Importance of Foreign Languages for a Career in Tourism as Perceived by Students in Different Years of Study, XV(June), 1–13. 919

communication with tourists. A survey was carried out on 30 tourists whom visited the major attractions in Kuala Selangor district. The data was analyzed and narrated descriptively. Findings had shown that tourism employees had used both native and English language to communicate with tourists visiting the attractions.

Related Documents:

Compared to other accommodation facilities, the number of 5- and 4-star hotels is still growing in Czechia, thus better meeting the needs of demanding tourists. According to experience and statistical data, these are non-European tourists and tourists with above-average income. The growth in the number of these tourists had

IV. RESULTS The results of the study are presented in two parts: teachers' perceptions and students' perceptions on the use of Quipper School as online platform for extended EFL learning. A. Teachers' Perceptions on the Use of Quipper School The teachers were asked to inform how they perceive about some aspects regarding the implementation of Quipper

1. Tourists are sitting at a long table with b ero t ls n i ahd ku a ndreis gth bl ; 2. Tourists are sitting at a long table with a white table-cloth in a somewhat dark restaurant; Tourists are sitting at a long table with a white table cloth and are eating; 1. Top view of the lights of a city at g, w-

tourists to do. Also, they are both very easy to get to. Tourists from the UK can travel to Paris by air, road or rail, using the Eurostar service. Also, tourists can choose to combine a visit to central Paris with a day at the Disney resort as well.

largest cities in Minnesota. Together, these two metropolitan areas are ones of the business and financial centers. Sixty percent of the tourists who are from Canada and international tourists as a group make up a very small percentage of all tourists in the state, as 84 percent come from the 12-state north-central region are attracted to visit the

Travel agents business has a very important role in supporting tourism of the country as it is the means to provide information for tourists such as transportations, restaurant, and tourist attractions. Especially for tourists who have never been to Thailand before, this business is the means to provide these tourists with reasonable .

mix is to define strategic target market according to the tourist product should be designed. Tourists perceive positive value when the benefits received while traveling are greater than the costs invested in travel [12]. Tourists estimate whether the benefits gained are worth the money, time and effort invested, which further .

Form No. SHLSBCERT(2014) Page 1 41NVSHLCE_SB_COC_2014 P.O. Box 15645 Las Vegas, Nevada 89114-5645 Small Business Group Certificate Of Coverage THIS CERTIFICATE CONTAINS A DEDUCTIBLE Uments This Small Business Group Health Insurance Certificate of Coverage ("Certificate") contains the terms under which Sierra Health and Life Insurance Company, Inc. ("SHL") agrees to insure Eligible Employees .