Sumitha Anantharajah, Chan Yi Lin & Teh Yi Tian
Hospitality graduates are the industry’s future; hence this study investigates students’ awareness of a commonly used tool of quality management, which is mystery shopping. The study also evaluates their level of understanding towards the importance of quality management in the hotel industry. Adopting a quantitative approach, data were collected from a sample size of 150 students from recognised Malaysian hospitality schools. Findings show that although mystery shopping is a common practice in the hospitality industry, only slightly more than half of the respondents have been exposed to the concept of mystery shopping and its uses. This reveals that hospitality students lack the required knowledge before stepping into the real working environment which may hamper their on-the-job learning process.
Keywords: Mystery shopping, students’ awareness, hotel industry, hospitality, Malaysian students, academic